What should I do if a product I ordered online hasn't been delivered?

What the Law Says

Japan’s consumer protection law gives you clear rights when an online order fails to arrive. The Act on Specified Commercial Transactions applies to all online purchases and sets strict rules for delivery and cancellation.

Under Japanese law, sellers must deliver goods within the period they promised — or, if no period was specified, within 30 days of the order. If delivery is delayed beyond that, you may cancel the contract.

Once you cancel, the seller must refund the full purchase price (100%) without delay. They must also bear any return shipping costs if the item was already shipped but not received.

The seller must respond to your cancellation request within 7 days and complete the refund within a reasonable time — typically within a few business days after confirmation.

Statutory Text

If the business operator fails to deliver the goods within the agreed period or, if no period is agreed upon, within 30 days from the day following the day on which the contract was concluded, the consumer may cancel the contract.

— Act on Specified Commercial Transactions, s. 10 — Delivery of Goods

Statutory Text

Where a consumer cancels a contract pursuant to the provisions of the preceding paragraph, the business operator shall promptly refund the full amount paid by the consumer.

— Act on Specified Commercial Transactions, s. 10 — Delivery of Goods

Statutory Text

The business operator shall, within seven days from the day on which it receives a notice of cancellation from the consumer, notify the consumer of the completion of procedures related to the cancellation.

— Act on Specified Commercial Transactions, s. 10 — Delivery of Goods

What to Do

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