Frequently Asked Questions (FAQ)
Index
General questions
1. What is a shopping service / proxy shopping?
A shopping service (also known as a proxy service) helps you purchase items that may not be available in your country, do not ship to your country, or are difficult to buy due to language or payment barriers.
We are a Japan-based shopping service. If you want items from Japanese shops or sellers but don't speak Japanese, don't have a Japanese shipping address, can't complete payment, or simply want to avoid the hassle of international shopping — we can help.
Aside from purchasing from physical stores in Japan, we can also buy from Japanese online shops, auction sites, marketplace apps, and assist with in-store shopping.
2. How does it work?
Step 1: Contact us via Instagram DM or submit an item request through our order request form. You can also check out our online store for ready-stock items and place an order directly.
Step 2: Before we purchase the items, we will send you an invoice for the item price + transportation fee + service fee. If the purchase is unsuccessful and we cannot get the item for you, you will be refunded after deducting the transportation fee and/or PayPal fee.
3. Do I have to pay first when placing an order?
Yes, the full amount must be paid when placing an order.
4. What if the item became out of stock?
You will be refunded in full. (If travel to a store is required for the purchase, the transportation fee will be deducted.)
5. Where is Secret Alice Shop's shopping area coverage?
Central Tokyo.
6. How can I contact Secret Alice Shop?
You can DM us on Instagram or use the contact form on our website. We usually reply within 48 hours.
Ordering
1. How do I place an order?
You can place an order via our order form, DM us directly, or browse ready-stock items in our online store.
2. I've changed my mind. Can I cancel my order?
We cannot accept returns, cancellations, or offer refunds except for errors made by us.
If your items have already been purchased or bid on, they cannot be canceled. Please contact us to explain your situation — we will review it on a case-by-case basis.
3. Are there any items that cannot be purchased?
Please refer to Japan Post's list of non-mailable articles for international mail.
Payment
1. What payment methods do you accept?
PayPal. We also accept Wise for regular customers.
2. Do you offer payment plans?
No, we do not offer payment plans. As a proxy shopping service, we buy items on your behalf only after full payment. Please ensure you can pay in full before placing an order.
3. What currency do you use?
You will be invoiced in JPY (Japanese Yen).
Shipping
1. What shipping methods are available?
We mainly ship via Japan Post: EMS (express) or registered airmail. We only use traceable shipping methods.
2. Can you ship to my friend's address in Japan?
Yes, but domestic shipping fees will apply. Please provide your friend's full name, address, and phone number before paying the invoice. We will list it as the shipping address on your PayPal invoice.
3. How long does delivery take after shipping?
EMS (express): usually 3–7 days
Registered airmail: up to 20 days
These are estimates. Packages may be held in customs or delayed during international transit. Don't worry if your package arrives a little later than expected.
4. What should I do if my package seems stuck in customs?
Packages may be held for these reasons:
- Customs is checking if the item or its ingredients are restricted in your country.
- The package is going through standard customs clearance.
If tracking hasn't updated for over a week or you have questions about clearance, please contact your local customs office directly.
5. I chose the wrong shipping address. What should I do?
PayPal requires us to ship only to the address registered on your invoice. Please make sure your address is up to date.
If already shipped: If returned to us, we can reship it — but you will need to pay shipping again. If delivered to the wrong address, you will need to retrieve it yourself.
If not yet shipped: You will need to pay a new invoice with the correct address. The original payment will be refunded in full.
6. Are packages insured?
Not automatically unless specified. Insurance coverage depends on the shipping method:
EMS: Fully insurable
e-Packet Airmail: Max insurable value 6,000 JPY
Surface Mail: Fully insurable (some countries excluded)
7. How can I track my package?
A tracking number will be shared with you after shipment. You can check the latest status on the Japan Post website.
Service Fee
1. How much do you charge?
General: 15% of the item price
Online/auction shopping (no travel required): 10% of item price
Additional fees: transportation fee (round trip to the store) + PayPal fee.
2. Can I get the total cost before placing an order?
We cannot provide an exact total because we don't know the final package weight. However, we can give you a rough estimate (subject to change).
3. What happens to my payment if the purchase is unsuccessful?
For in-store purchases: refund after deducting transportation fee + PayPal fee.
For online purchases: full refund minus PayPal fees.
Note: PayPal transaction fees are typically non-refundable, so we pass that cost along.
Customs Duty
1. Do I need to pay customs duties? How?
Customs duties may apply depending on your country's laws, the item's description, contents, and value.
Please contact your local customs bureau for rates and payment procedures. Customers are responsible for their own customs clearance. Our service fee does not include customs duties, and we cannot pay or complete customs procedures on your behalf.
2. Is there an additional tariff for packages entering the USA?
Due to the removal of the "De Minimis" exemption for US-bound cargo, Japan Post has introduced a DDP (Delivery Duty Paid) system for shipments to the USA.
To ensure smooth delivery, all DDP shipments now include a flat 20% tariff fee based on the item's invoice amount. This fee is automatically applied at checkout upon shipment.
Because tariffs are prepaid, you will not need to pay import duties when your package arrives in the USA — which means faster delivery and fewer delays.
Note: State or local taxes may still apply depending on your location. Please check with your local tax authorities for details.
3. Is there still an option not to prepay tariffs and pay upon entry to the USA?
No. To provide the most reliable shipping experience, all packages to the USA are now shipped on a DDP (Delivered Duty Paid) basis. We handle customs duties upfront so you don't have to. We chose a flat rate to simplify a complex process, as different product categories may have different tariff rates, and unexpected fees can arise during customs clearance.
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