Frequently Asked Questions (FAQ)
1. How can we trust your company?
We understand your fear and concern because this is a virtual store. We are a family run company and have been in business for the past 17 years. The purpose of this store is to reach out and share the treasures of Asia with the rest of the world. We are here to stay and to do so will require your repeated patronage of our online store.
2. How sure are we in getting our order delivered?
Once payments for your order are confirmed, we will be notified via email by the system. We will start the process of packing and pick up by the International Courier Company. You will be given a shipment number via email for you to track the delivery status.
3. Can I request the delivery to a P.O. Box number?
Purchases will not be accepted nor delivery be made with a P.O. Box number. Purchases will only be delivered to proper address with zip code.
4.What should I do if the product is damaged on arrival?
The product will be securely packed before delivery. However should the product be damaged during the delivery stage, the product will be replaced free of charge on proof that it is indeed damaged by the delivery company. However, if the product is no longer available, we will replace with a similar product closes match to the damaged product.
5. How do I make a claim for damaged product?
First, you must send us photos of the damaged packaging together with the damaged product via email support@nipponkodo.my We will then investigate the matter with our packing department and also the courier company. The findings and decision will be communicated to you.
6. How long will it take to deliver the goods to me?
The delivery time will depend on where you are located and also the custom regulations of your country. Some of our products may need to be delivered to you via registered air mail instead of courier services because of your country custom regulations. Registered air mail will take an additional 3 to 4 days to reach your destination.
7. Do I have to pay customs duties and related charges?
It is your responsibility to clear and pay all related charges imposed by the customs department of your country. It is your responsibility to make sure before you confirm your order that your country allows the importation of the products. The customs regulations for every country may be different.
8. Can I change my confirmed order?
Once we are notified of your confirmed order by the system, we are not able to accommodate the request for change. Once your order is confirmed, items are not returnable and a no refund policy is implemented.
9. How do I make payment for my purchase?
You can buy our products through our Nippon Kodo stores on Shopee and Lazada. Each product page has Shop at Shopee and Shop at Lazada buttons that take you to the listing, and payment is made there with the payment options Shopee or Lazada offer.
10. What should I do if I encounter difficulties during the purchase?
If you encounter any difficulties, kindly contact us via support@nipponkodo.my with full details of difficulties. We will look into the matter and get back to you within 24 hours.
Q: What kind of payment options do nipponkodo.my offer?
Online checkout is not available on nipponkodo.my at the moment. Please buy through our Shopee or Lazada store using the buttons on each product page.
Q: How secure is shopping with nipponkodo.my
All purchases are made on Shopee or Lazada through the buttons on each product page, so your payment and card details are handled by those platforms, not by nipponkodo.my. This website itself runs on HTTPS: look for the closed lock in your browser’s address bar and an address that starts with “https”.
Q: I cannot remove and add items into my shopping cart. Why and how to resolve this?
It should be a memory problem from your browser. Please follow steps on below link to delete the cookies:
http://kb.neowave.com.my/?View=entry&EntryID=58
Q: I have signed up to nipponkodo.my but cannot login with my password. Why?
One of the possible problem is that your account is not verified. A email with verification link had been sent to your registered email address for verification, please click on the verification link to activate your account.
Alternatively, kindly contact us at
support@nipponkodo.my for technical assistance.
Q: I have a user account with nipponkodo.my but forgot my password, what should I do?
It is easy, go to My Account page and click on the Forgot password link. You will be prompted with a window and please enter your email address (it must be the same email address you registered with nipponkodo.my. The password will be sent automatically to the registered email address.
Q: I have a user account with nipponkodo.my, how do I change my personal info and shipping address?
Go to My Account page, login and you can modify your account details there.
Q: Can I buy from nipponkodo.my without creating an account?
Unfortunately no. However once you have created an account with us, it will be easier for you to shop with us next time. Just use your login (your email address) and password next time you shop with us. All your personal and address information will be automatically retrieved from your account.
Q: How do I know nipponkodo.my latest news and promotions?
Just subscribe to our newsletter, which we published quarterly. Or you can subscribe to our RSS Feed to get latest updates about our New Arrivals, Best Seller Products and Special Deal.
Q: How can I unsubscribe from the newsletter mailing list?
You can unsubscribe by email us at support@nipponkodo.my with the message title Unsubscribe and we will remove your email from the mailing list.
Q: I have received a few emails from nipponkodo.my. What are Orders Received, Orders Processed and Payment Receipt?
Order Received: This email informs you that nipponkodo.my has received your orders and will process it as soon as possible.
Order Processed: This email confirms nipponkodo.my has processed your order.
Order Shipped: This email confirms that nipponkodo.my has delivered/shipped the order to your shipping address.
Q: Can I return an item after it is delivered to me?
Yes, you can. However, there are terms and conditions for this. Please refer to the for more information on this.
Q: I can’t find a particular product/item I want from nipponkodo.my online store, what can I do?
Kindly contact us at support@nipponkodo.my or call us at 03-79824127 for further enquiries. We will try our best to assist you or recommend you an alternative.
BELOW FAQ SECTION ONLY APPLICABLE IF YOU OFFER IPAY88 PAYMENT OPTION
Q: When I click on the button “Credit Card Payment with ipay88”, nothing happens after that. Why?
Please examine the settings of your internet browser if pop-up blocker is turned on. We need the pop-blocker to be turned off. For Internet Explorer users, go to Tools->Pop-Up Blocker->Turn-Off Pop-Up Blocker
Q: I came across the name ipay88 in nipponkodo.my, what is ipay88?
nipponkodo.my accepts online credit card payment using ipay88 (accredited by Bank Negara Malaysia) and it is a secure online system that offers our customers safe transaction over the internet. ipay88 also uses 3D secure where extra authentication from the bank is required.
Q: Why do I have Mobile88.com in my credit card transaction records rather than nipponkodo.my?
Do not worry because our payment gateway partner, ipay88 (owned by Mobile88.com Sdn Bhd) collects payment on behalf of nipponkodo.my
Q: Why Mobile88.Com is on my billing statement?
iPay88 Sdn Bhd has appointed Mobile88.Com Sdn Bhd as its sole authorized reseller of all iPay88 merchants. If you have a Mobile88.Com or Mobile88.Com Sdn Bhd charged on your statement, it is very likely that you or someone in your household placed an online order with us.
Q: How do I know if my payment has gone through?
When you submit your payment details, the iPay88 payment service will request authorisation from your Card Issuer and carry out any fraud screening checks on nipponkodo.my. Depending on the outcome of the authorisation request, you will see either a successful or a failed message on screen which will confirm the result of your transaction.
A successful payment will also be confirmed by email. This email will include the details of your purchase and your Transaction ID, which is a unique reference for your payment, and should be quoted on any correspondence with nipponkodo.my. It will be sent by iPay88 tFrequently Asked Questions (FAQ)