FAQ

Global-e is a trusted global ecommerce vendor whose solution allows Sanrio Online Shop Direct from Japan to provide the best possible user experience to our international customers. Global-e will be the company that you contract with for any international purchase of Sanrio Online Shop products and will handle and process your payment. Approved international carriers will deliver your packages.

To read more about Global-e’s terms and conditions, please visit here. Global-e may also collect personal information about you or your transaction. Please visit here to read their privacy policy.

Your order may take up to 7 business days (excluding weekends and Japanese national holidays) from the time of purchase to shipment. Once your order ships, you will receive an automated email with the tracking information and the estimated delivery date is 4 to 8 business days.
※Delivery date may vary depending on the country/location.

If there has been no update on the tracking information for more than 5 business days, please let us know so that we can open an investigation. The investigation to locate a package may take several weeks. If for any reason it is determined the parcel is lost in transit you will be issued a full refund.

Packages shipped via courier can be tracked using the link sent in your shipping confirmation. Please note that a courier can take up to 48 hours to generate information to their tracking website. If there has been no update on the tracking information for more than 5 business days, please let us know so that we can open an investigation with the shipper.

It can take between 7 business days (not including weekends and national holidays) for us to prepare a package for international delivery. Once your order ships, you will be sent an auto-email containing tracking information.

Unfortunely, once you placed an order, it is impossible for us to make any changes for technical and logistical reasons. If your order is in preparation status we have very little time to change your delivery address from a logistics point of view. We appreciate your understanding.

Current Deliverable Countries *15th Dec, 2025. :
- Bangladesh
- Egypt
- Indonesia
- Kenya
- Philippines
- South Africa

Please click on the country selector on our store and select your delivery country/location. Shipping costs are calculated automatically at checkout and depend on destination country/location of the package.

Customs clearance is beyond our control, as are any delays resulting from inspections by the customs authorities. If your packeage is stuck in customs, or customs contact to you directly, please contact us for further investigation.

During the checkout process, the supported payment methods are displayed on screen.

Import duties and taxes may apply upon receipt of international orders. These duties & taxes are beyond our control as they are set by the Customs Authority of the destination country/location and depend on a number of factors, such as:

・Country/location of origin of the purchased product
・Local VAT rates
・Local import taxes

It will be your responsibility to pay these charges if and when asked to by your local authorities. Our guaranteed landed cost shipping service allows you to prepay all taxes and there will be no additional charges when you receive your package – guaranteed! All you need to do is prepay the duties at our checkout. In some country, you can choose to pay upon delivery.

Please note that any inspections and fees applied on imports to your country/location are beyond our control, should you decide not to prepay your taxes during checkout.

We do not accept returns for customer convenience. Any duties and taxes paid separately are nonrefundable (exceptions may apply for some specific countries).

We apologize for the inconvenience caused by the condition of your package upon arrival. To assist us in addressing this issue with our shipping partner, we kindly request that you provide a photo of the faulty item within 7 days of receipt. Please contact our customer service with photos and your order number. After we receive the photo and if we can approve it as an initial failure, we will process a refund for the product.

We apologize for the inconvenience of not receiving all the items you ordered. Please inform us within 7 days of arrival which specific products are missing and provide a photo of the actual delivery so that we can conduct a thorough investigation into the matter.

Our system processes orders immediately, which means we can’t make any changes once you have placed it and we’re usually unable to stop orders from processing and shipping.

There are various reasons why an order may have been canceled such as:

・Out of Stock
・Unverified information
・Payment decline
・Tech issues
・Incorrect address

To prevent this from happening again, we kindly request that once the item is selected you proceed to payment confirmation as soon as you can

Our system processes orders immediately, which means we can’t make any changes once you have placed it and we’re usually unable to stop duplicate orders from processing and shipping.

1. Select your shipping country/location by clicking on the country selector on our store
2. Select the item/s you wish to buy
3. Click on “checkout”
4. Fill in your address and payment details

You will receive an automatic email confirming the details of your order. It can take between 7 business days (not including weekends and national holidays) to process an order for international shipping. Once your order ships, we’ll send you an email containing tracking information.

We are unable to change orders once they have processed through our system. Regrettably this means we are unable to add an item to your order.

Our system processes orders immediately, which means we’re unable to change orders. Regrettably this means we are unable to remove an item from your order.

We are unable to accept requests to ship items together after an order has been placed. Separate orders will be shipped on a per-order basis.

We are unable to make any changes to invoices. We are required by law to indicate on all commercial invoices and official documents full and accurate details of the order including price.

Our customer support team is available from 1:00 AM to 8:00 AM (UTC), Monday to Friday (excluding Japanese public holidays).

If you would like gift wrapping, it is available for JPY 300. You can select this option during the checkout process. Please choose “Gift Wrapping (Let us choose the style)” in the gift wrapping section of your shopping cart. If you order multiple items, the selected products will be wrapped together as one package. Please select the items you want wrapped from the dropdown menu. Prices in your local currency will be shown at checkout.

Important Notes (Requests and Conditions):
*Selected items in each order will be wrapped together in one package.
*Price tags will either be removed or covered with a sticker.
*Only one gift wrapping per order is allowed.
*If you want items wrapped separately, please place separate orders.
*If you order two or more of the same item, all of those items will be wrapped together; partial wrapping is not possible.
*Gift wrapping will be adjusted to fit the size of the items. You cannot choose the type or size of wrapping.
*Some items are not eligible for gift wrapping.
*If the items do not fit in the standard gift wrapping, they may be placed in a different gift bag.
*Please note that invoices are not included inside gift-wrapped packages.