Store Policy

Shipping

We ship internationally to most countries outside of Japan at fixed shipping rate of $30. 
We offer free international shipping on orders over $250. International orders are shipped via DHL.

Currently, we cannot ship to the following countries: ARGENTINA, RUSSIA

We offer free shipping to all orders shipped to Japan. Japanese orders are shipped via Sagawa Express. 

Taxes and Duties

Please be advised that customer may be subject to import taxes, duties, and other custom related charges upon arrival of the package.

Returns and Exchanges 

Returns and exchanges are accepted on merchandise within 14 days of delivery for store credit. Refund is offered only on defective merchandise that are not available for exchange. Merchandise must be in original condition (not worn, washed, or altered) with all tags attached. Sale items and discounted merchandise is not eligible for return or exchange. 

To return or exchange merchandise, please email us within 14 days of delivery at customerservice@bigjohn.co.jp with your name, order ID, name of the item you wish to return, and desired exchange item if any. We will send you a return authorization email with further instructions. Please do not return merchandise without first obtaining return authorization from us. Shipping charges on returns and exchanges are the responsibility of the customer.

Order Processing Time

We normally take up to 36 hours to process orders on Monday - Friday. Orders received after 5pm (JST) on Friday will not be processed until the following Monday. We are also not able to process your order on Japan's national holidays and other special occasions.