Yes, please login your account and press the “Refund” button, the balance will be refunded via Paypal or bank. Please follow the instructions to submit the account number, account holder information. Generally take 4-5 working days to complete a refund.
2. If I receive my parcel and discover some items missing or the goods have been damaged how can I deal with?
If items missing or good damaged (excluding man-made damage or damage on transit), please immediately take photos after receiving, inform us on Facebook live chat or email within 24 hours after you received parcel, we will need contents as below:
1. Package photos for each surface (clearly capture the package and the carton)
2. Parcels put on pound and take a weighing photo, the weight needs to be clearly seen and with the whole package put on pound
3. Package signing receipt photo
** Claim according to Japan Post Office request!
General refund takes 5-7 working days, if the above information provided to customer service, it may speed up the compensation process, thank you for your cooperation.
** Fresh food, perishable food, merchandise expired on arrival or embargoed, Hoyoyo will not responsible for the compensation.
** Fragile products may require special packaging enhancement prior to ship out. The process and cost can be quoted by customer service.