FlutterScape FAQ - Buyers' golden rules!
General
Sign Up
- I think I selected a wrong country when I signed up. Can I change my country?
- How can I buy from FlutterScape? - Order flow
- I currently live in Japan. Can I order from FlutterScape?
- How much is the servie fee for FlutterScape?
- Can I subscribe to my favorite magazines from Japan?
- I need to ask my seller about something. How can I contact her/him?
- I am trying to contact my seller but no reply. Why isn’t she/him replying to my mails?
- What currency are prices on FlutterScape in?
- What kind of payment method does FlutterScape accept?
- Are other methods such as money order/Western Union available?
- In my credit card bill, the code AUTH appears.. what does this mean?
- From where is the item shipped?
- How long does it take to ship to my country?
- I live outside Japan. Can I buy from FlutterScape?
- Do you ship to APO addresses? What about PO Boxes?
- Do you provide any warranty for the item I purchased?
- Is gift-wrapping available?
- I chose Economy Shipping (SAL). Can I upgrade it to Express Shipping (EMS)?
- I have other friends who want to buy the same item. If we all purchase together, can you give us discount?
- Log in
- Go to Profile (http://www.flutterscape.com/buyer/information)
- Change your country. If your resident country is not available in the list and wish us to ship to your country, ping us anytime at support@flutterscape.com
- Sign up again with a new username and email address, or
- Contact us at support@flutterscape.com if you wish to keep the same username and email
- Place an order with the payment method available
- We notify your seller of your order
- Your seller goes buy the item(s) for you and ship to FlutterScape logistic center
- We confirm your package and dispatch to your country
- Receive your package, yatta!
- Leave comment(s) on the item page of your seller whom you want to contact, or
- Email her/him directly using the email address that appears in the transaction page after your check-out
- Subject: “Shipping discount request”
- The list of all the Order IDs for the shipping discount deal
- The list of all the Paypal address of you and your friends for paying out the discount amout
- Subjection: “Order Cancellation Request”
- Order ID
- Your Paypal address
- Subject: “Wrong Item Delivered”
- Order ID
- Your Paypal address
- Your Shipping Address
- Several photos of the item you received for a confirmation purpose
- Subject: “Broken Item”
- Order ID
- Your Paypal address
- Your Shipping Address
- Several photos of the item you received for a confirmation purpose (esp. broken part)
- Explanation for us to know which part of your item was in an undesired condition
Purchase
Tax
Communication
Payment
Shipping
Customer Service
Order Cancellation
Post-Purchase Troubleshooting
General
Q.So, What is FlutterScape Anyways?
FlutterScape is a cross-border social commerce platform, giving people the power to share their product discoveries, while making it easy to sell and buy products through our safe international payment and logistic systems. Unlike traditional marketplaces, FlutterScape brings sellers and buyers together in a fun, easy and collaborative way that allow sellers to share a real narrative of their product discoveries and buyers to expose to an adventure and obtain unique products from abroad.
Q.What can't be sold?
Please note that many of our products are manufactured for Japanese domestic market. Some items are strictly for sale and use in Japan only. If your order happens to include any products that cannot be sold overseas, the sale will be automatically canceled and we will notify you via e-mail.
Q.How about Business hours?
Basically, we are working 24/7 but in principle, we are open from Monday through Friday and close on Saturdays, Sundays and Japanese national holidays.
There are three relatively long holidays in Japan: "Golden Week" (for around 3-5 days in early May), "Bon" holidays (for around 4-5 days in mid-August), and New Year's break (for around 4-5 days from late December to early January).
We ship your package with care and love, according to our business hours indicated above.
Sign up
Q.I think I selected a wrong country when I signed up. Can I change my country?
Yup, you can change your resident country anytime.
If you wanted to be a seller from Japan but selected a country outside Japan, i.e. became a buyer or if you wanted to be a buyer but selected Japan by mistake, i.e. became a seller, you can do either of the following:
Purchase
Q.How can I buy from FlutterScape? - Order flow
Buying from FlutterScape is as easy as buying something in your country - no need to worry about international payment/shipment and customer support in Japanese anymore!
Q.I currently live in Japan. Can I order from FlutterScape?
Sorry, users in Japan currently cannot buy from us.
Q.How much is the service fee for FlutterScape?
We charge a flat rate: international payment fee of ¥300 + handling fee of 5%. For more details, please refer to our buyer guide
Q.Can I subscribe to my favorite magazines from Japan?
Unfortunately, we don’t offer the subscription service at this moment but if you wish us to do something about it, please ping us at support@flutterscape.com
Tax
Q.Are there any taxes charged?
Nope, there are no sales, VAT or other taxes charged by FlutterScape. Note that, depending on your country, there may be customs/tariffs charged by your government that we can't be responsible for.
Communication
Q.I need to ask my seller about something. How can I contact her/him?
You have two ways to reach your seller as follows:
Q.I am trying to contact my seller but no reply. What should I do?
Even if you left comments on the item page of the seller you want to contact or emailed her/him, you can contact us at support@flutterscape.com by specifying your current problem. If your problem is something that we can solve, we would be happy to assist you.
Payment
Q.What currency are prices on FlutterScape in?
Everything is listed in Japanese Yen. Any other currencies are shown for your reference.
Q.What kind of payment method does FlutterScape accept?
VISA, MasterCard, JCB, Amex and Discover are available through our Paypal processor. Of course you can use Paypal. For credit card customers, please refer to our payment guide
Q.Are other methods such as money order/Western Union available?
Sorry, we accept none of them.
Q.In my credit card bill, the code AUTH appears.. what does this mean?
AUTH indicates the payment status being authorized. It means your transaction is still pending. Your payment will be complete when we confirm the arrival of your package from your seller.
Shipping
Q.From where is the item shipped?
All of our products are shipped from Tokyo.
Q.How long does it take to ship to my country?
The breakdown of delivery days is from your seller to our logistic center (1-7 days) and then from our logistic center to your home (approx. 3 days by EMS, 3 weeks by SAL).
For Express Shipping (EMS) delivery days, please refer to the list (http://www.post.japanpost.jp/int/deli_days/ems/tokyo_en.html)
Economy Shipping (SAL) is very cheap but takes longer. SAL packages take 3-5 weeks normally, although customs delays can extend this. Also, SAL slows down terribly near Christmas and is not recommended if you're in a rush to get your package. SAL is not trackable so please choose your shipping method wisely.
Q.I live outside Japan. Can I buy from FlutterScape?
Of course! We ship internationally from Japan! We ship to all the countries that appear in the country list or in your sign up form. If your country is not supported yet, let us know at support@flutterscape.com.
Q.Do you ship to APO addresses? What about PO Boxes?
Yup, we can ship to both with no problem. Note that APO addresses should list the country as "USA" rather than the country you're actually in (Iraq, Kuwait, etc.).
Customer Service
Q.Do you provide any warranty for the item I purchased?
Some items come with warranty and very few of them could be converted to international warranty with your seller’s help. Please ask your seller for further check and arrangement.
Q.Is gift-wrapping available?
Gift-wrapping is not available from FlutterScape because your seller does packaging and boxing. Having said that, our sellers are really good people; asking your seller will not hurt anything.
Q.I chose Economy Shipping (SAL). Can I upgrade it to Express Shipping (EMS)?
Yes. Please inform us of the following info by email at support@flutterscape.com within 48 hours of the ordered time:
Subject: “Shipping upgrade request” Description: Order ID and Your Paypal address
After confirmation of your request, we will send you an invoice for the outstanding amount by email. Please follow the link and kindly make a payment. Tracking number will be shown on the transaction page after we dispatch your package.
Q.I have other friends who want to buy the same item. If we all purchase together, can you give us discount?
Sure, but the discount is given only for Express Shipping orders. We can give you shipping discount by consolidating all the packages ordered by you and your friends.
Please email us at support@flutterscape.com with the following info:
Please note that the consolidation is applicable up to 30kg (approx. 66 pounds).
We are going to let you know about the possible shipping discount amount and divide the amount by the number of purchasers subject to this shipping discount and pay out to each Paypal address informed.
This shipping discount should start from ¥600 for 2 orders at least (¥300 discount if you buy the same item with your friend! and of course more discount with more friends!)
Order Cancellation
Q.Can I cancel the order after check-out?
Order cancellation is, in principle, not accepted. However, if you email your seller after your check-out and find out that she/he has not purchased your item yet, then please email us with the following information:
After the confirmation of your request, we will cancel your order and refund you the payment.
Post-purchase Troubleshooting
Q.I got the wrong item. What should I do?
Oh we are very sorry to cause you this inconvenience! Please email us with the following information:
We will conduct further investigation and deliver the desired item to you by Express Shipping as soon as possible at our expense. Please note that we have to ask you to return the package to us but no worry, we will reimbursed the shipping fee to your Paypal address in exchange for the shipping receipt.
The returning shipping address is as follows:
TO: FlutterScape Inc. Address: 10-4 Sakuragaoka-cho Modmarche Shibuya 6F Shibuya-ku, Tokyo JAPAN 150-0031 Phone: +81-8031292208
Q.My item was broken or in an undesired condition when delivered. What should I do?
Please email us with the following information:
