Welcome Mr./Ms. Guest

FAQs

 Technical Trouble

A.1
Using this site with Microsoft Windows 7 or later, Macintosh OS X 10.x, iOS 7.0 or later and Android 4.0 or later is recommend.
For your browser, using MS Internet Explorer 9 or higher, or the latest edition of Firefox or Chrome is recommended.
Also, if you do not have a Japanese font installed on your computer and you wish to use our Japanese site, you will need to install a Japanese font first. Similarly, if you want to use our Chinese (Traditional/Simplified Chinese), Korean or Thai site, you will need to install a Chinese (Traditional/Simplified Chinese), Korean or Thai font.
A.2
The trouble is probably being caused by your browser's cache. Refreshing the page without using the file saved in your cache should solve the problem. To do this in Internet Explorer, hold down the [Ctrl] key and click on the [Refresh] button in your browser window.
(Do not click the [Refresh] button at the payment screen.)
A.5
The server may be busy due to a high volume of traffic.
We apologize for the inconvenience, but please wait a while and then try to access our site again.

 Member ID & Password

A.1
Please email cs_en@mpglobal.donki.com with the following information:
1. Your name
2. Your registered address
3. Your registered email address
4. An order ID (if you have ordered from ドン・キホーテ before)
When we have checked this information with your registered details, we will email you with your member ID.
A.2
Click the [Login] button at the top right of our home page, enter your registered email address at the "If You Have Forgotten Your Password" section and click [Inform Password]. Your password will be emailed to your registered email address.
(If you do not receive that email, please email cs_en@mpglobal.donki.com)
A.3
Entering double-width characters when single-width characters are required, or entering unnecessary spaces, quotation marks and special characters etc. will prevent you from registering. Please check you have entered your information correctly.
If you are still unsure why you cannot register, please contact us at cs_en@mpglobal.donki.com
A.4
Yes. Membership registration is required to use the service. Membership registration and annual fees are free of charge.
A.6
From your new address, please send your Member ID, old e-mail address & new e-mail address, date of birth and full name to cs_en@mpglobal.donki.com.
A.6
Please log in and click the "Customer Information" button to view your information.
Please enter your new information in the fields that require updating.
A.7
Please log in and click the "Customer Information" button and you can change your password as often as you like on the displayed screen.
A.8
We ask that you do not create more than one member ID.
A.9
You cannot register more than once with the same email address.
Even if you delete your account, you cannot re-use that same email address to re-register.

 Our Product

A.1
Please select the color/ size on each item's screen, and the stock condition will be displayed. Or you can click the [Confirm price and availability of this item] button to view the stock status list. We update the stock status frequently; however, the status changes every second. Please note that there may be a possibility that items are not in stock, even though it is displayed as being "In Stock".
A.2
We update the stock status every day. Out of stock items may become available again. We recommend that you check the availability frequently.
A.3
① The item may be out of stock. If stock is available, it will be displayed again.
② The period of sale may be over. Please kindly understand that it will not restocked.
A.4
Normally, we package purchased items per order, so we cannot send out items in multiple packages.
However, in the case of a high-quantity order, it may be shipped out in multiple packages. We reserve the right to combine multiple orders from the same customer, and ship them together as one.
A.5
Items will be packed inside a highly water repellent, sturdy paper bag or cardboard box and then sent. (We ask for your understanding and cooperation regarding the simple packaging.) Fragile or easily-damaged items will be wrapped in packaging materials such as bubble wrap and then sent out.
A.6
We do not provide wrapping services as it is possible that the product may be opened at the customs in each country. Please kindly understand that we do not provide a wrapping service for deliveries within Japan as well.
A.7
Due to factors such as order volumes and agreements with suppliers, even items listed as being in stock may sell out before we can fill your order, or may take extra time to be obtained. Please consider the stock availability shown when you order as "probable," and note that occasionally we may not be able to send you an item that was listed as being in stock when you made your order.
A.8
On the information page for some items there is a "No Returns & Exchanges" icon. Items with this icon cannot be returned or exchanged.
For more information, please see our Exchanges and Returns page.
Also, we cannot accept the return or exchange of items that have been tried on or used.

 Order

A.1
At the moment, this site can be used in and ship items to China, Hong Kong, Macau, Taiwan, Thailand, Korea, the Philippines, Indonesia, Singapore and Malaysia.
Regarding food items, we are not able to deliver items which are stipulated as prohibited items in certain countries/regions.
*Please kindly understand that, depending on the country, there are some regions we cannot ship to. Please kindly contact customer service regarding regions that we cannot ship to.
A.2
Log in and then click the "Order History" button. This will take you to a page where you can enter the date you made a past order. (Enter the year in Western format.) If you do not enter a date, your history for the past year will be displayed.
A.3
You can check the following 2 ways.
①Through the “Order Confirmation” email sent by us to your registered email address.
If you do not receive this email, please contact us at cs_en@mpglobal.donki.com stating your Member ID, Order ID and name.
②Please log in and click on the “Order History” button. Enter the order date on the displayed screen using a 2-digit Western format for the year.
If you do not enter a date, your history for the past year will be displayed.
A.5
Please consider the following.
①Your order was not successfully accepted.
②Your mail box is over in capacity.
③You have registered an email address you are not using.
④ The email is in your spam folder.
If you want to confirm your registered e-mail address, please log in and
check "Customer Information". If the above are not applicable, please kindly contact us at cs_en@mpglobal.donki.com
A.7
If you contact us before shipping, we can change the delivery address.
However, there may be times where we unable to change the shipping destination country.
Please contact cs_en@mpglobal.donki.com
A.8
We begin preparations to ship your order as soon as we receive it. As much of the processing is performed automatically by our computer system, we regret that no changes can be made to your order after we have received it, and that your order cannot be cancelled.
A.9
We are very sorry but we will not be able to deliver an item should there be a stock shortage.
Refunds for out of stock items
[Payment by credit card]
Please rest assured that you shall NOT be charged for a shortage item.
Should all items in your order be shortage items, your order will be cancelled and you will not be charged.
[UnionPay]
Should there be a shortage, the amount for this item will be refunded to the UnionPay debit account.
A.11
We only accept orders through our website (from the shopping cart)
*We do not accept orders by e-mail, telephone, or FAX.

 Payment

A.1
You can pay by credit card (Visa, MasterCard only) and UnionPay card. You can only pay by UnionPay using the Traditional Chinese and Simplified Chinese language versions of the site.
A.2
At present we do not accept cash on delivery payment. Payment can be made by credit card and UnionPay.
A.3
You can buy up to JPY 200,000 per day.
A.4
The currency for payment will be Japanese Yen.
A.5
Please contact your credit card company or UnionPay to find out the exchange rate they are using.
*Please note that the approximate price estimate displayed on the item information pages is intended only to be a rough guide. The rate used to calculate this estimate and the actual rate used when you make your purchase may differ.
A.6
If you wish to change your payment method after ordering, please contact cs_en@mpglobal.donki.com
A.7
Please kindly contact cs_en@mpglobal.donki.cominforming us of information such as the name to be written on the receipt.
A.8
[Payment by credit card]
Please rest assured that you shall NOT be charged for a shortage item.
Should all items in your order be shortage items, your order will be cancelled and you will not be charged.
[UnionPay]
Should there be a shortage, the amount for this item will be refunded to the UnionPay debit account.
A.9
As well as the item amount, you will be charged shipping & handling fees.

 【Credit Card】

A.10
We accept payment by VISA and MasterCard.
A.11
We are very sorry, but we will not be able to process your order. To ensure secure transactions, your name must be the name that appears on the credit card. We reserve the right of cancellation of order without prior notice.
A.12
We use cybertrust Secure Sockets Layer (SSL) technology to encrypt customer’s card number and all other private information. The payment procedure between our company and your credit card company is carried out by Softbank Payment Service Co., Ltd. (credit card payment agency).
A.13
We will charge your credit card for your order at the time of shipment. For the billing date of your credit card, please contact your credit card company directly.

 Shipping

A.1
We send your items by international Express Mail Service (EMS) or international courier service.
A.2
Express Mail Service (EMS) means
Speedpost in Hong Kong
EMS in Taiwan
EMS in China
EMS in Korea
A.3
We do not send items by surface or regular airmail.
A.4
Shipping & Handling fees are charged for each order to cover the costs of processing and shipping. They include EMS shipment fees or international/domestic courier shipment fees and insurance fees etc. See our Shipping & Handling Fees here.
A.5
Orders may be subject to import tax, value tax, customs handling fees, and/or delivery fees in some countries or regions. In this case, the customer (or the recipient if the merchandise is not shipped to the customer) should be responsible for the payment of any such taxes or fees. This site does not charge for these taxes and fees and so they are not included in our shipping and handling charge. Please contact the customs office, post office or delivery company directly for details.
A.6
These are taxes charged by the destination country on incoming goods. These rates depend on each country and also they vary on the purchased items.
The customer should be responsible for the payment of any such taxes or fees. For more information, please contact the customs office of the country in question.
A.7
Import tax is decided based on the law of your country of residence. The importer has the responsibility for paying the import tax. If you refuse to pay the import tax, you will not be able to receive the parcel. In this case, the parcel will be returned to use. In the event that an order is returned to us after the retention period at the post office has passed after failed delivery attempts, we cannot provide a refund for the shipping and handling fees. Additionally, we will subtract the actual amount of the shipping costs from the item subtotal before making a refund.
A.8
If you refuse to accept the delivery of an order, or if an order is returned to us after the retention period at the post office has passed after failed delivery attempts, we cannot provide a refund for the shipping and handling fees. Additionally, we will subtract the actual amount of the shipping costs from the item subtotal before making a refund.
A.9
We endeavor to ship your order to you within 9 days, counted from the day after your order is placed. Orders are shipped by the Japan Post International Express Mail Service (EMS) or international courier, and you can follow your package's progress using a tracking number. Your order should reach you within 5 days (average 3 days) after being shipped.
A.10
The shipment date cannot be specified. Please kindly understand that we cannot do so, even if you notify us of your absence in advance.
A.11
The date and time of delivery of orders sent by Express Mail Service (EMS) cannot be specified. For international couriers, once your order has been sent you may be able to specify a delivery time and date by contacting the courier's local customer service center.
(We regret that you cannot specify the shipping service used.)
A.12
①If you haven't received a Shipping Advice email, your order may not have been shipped yet. Please login and check your order history to see the status of your order.
②If you received the "Shipping Advice" but 5 or 6 days have passed and your order has still not arrived, please e-mail us at cs_en@mpglobal.donki.com with the your member ID, full name and order ID.

You may also check the status of your package from the website of your country's post office by entering your EMS tracking number (which will look something like "EE 123456789 JP").
(This service not available for some countries.)
  • To track Express Mail Service (EMS) packages: http://www.post.japanpost.jp/
    *English available
  • Hong Kong: http://app1.hongkongpost.com/CGI/mt/enquiry.jsp?mail_type=ems_in
  • Korea: http://www.epost.go.kr/
A.13
We are able to change your shipping address if you contact us before your order ships out.
However, there may be times where we unable to change the shipping destination country.
Please inquire at cs_en@mpglobal.donki.com
A.14
If you wish to ship to an address other than your home address, add and select a new address from "Customer Information" or on the "Shipping Address" page that appears during the checkout process. Please note that we do not accept changes of shipping address once we receive your order.
A.15
We are very sorry, but you can only specify one address per order. If you want to ship items to multiple addresses, you have to order separately for each address. However, please be reminded that you will be charged shipping and handling fees for each order.
A.16
Normally, we package purchased items per order, so we cannot send out items in multiple packages. However, in the case of a high-quantity order, it may be shipped out in multiple packages.
We reserve the right to combine multiple orders from the same customer, and ship them together as one.
A.17
We do not provide wrapping services as it is possible that the product may be opened at the customs in each country. Please kindly understand that we do not provide a wrapping service for deliveries within Japan as well.

 Other

A.1
Favorites is a function that allows you to store items that you are interested in on the site.
Please check here for more information on how to use favorites.