The items for sale on Candysan

All items sold on Candysan are original items purchased and shipped from Japan. All products are intended for the Japanese market and comply with standard and legislation in Japan. In most cases, the information and directions included on the product packaging is only in Japanese.

The price of items

At the top of the web page, you can choose to display the prices in yen, U.S. dollars, or euros. Prices shown in U.S. Dollars and euros are calculated periodically based on yen exchange rates. For example, when the yen rises in value against the U.S. Dollar, the price of items will go up proportionally. Likewise, when the yen decreases, prices will also go down. Thus, the price of a single item may be different at each visit.

Product Photos

Product photos displayed on Candysan are often photos taken at our office, but occasionally we use photos made available by the manufacturers or distributors. The item delivered to you may appear slightly different from the product photo.

Product comments

We allow our customers to comment freely our products on Candysan. Still, we reserve the right to moderate any comment that does not respect basic rules of politeness. Additionally, any off-topic, repetitive, or promotional comments are also moderated in order to preserve practicality and informative aspects of product comments.

Shipping orders

All products available on Candysan are stored on our premises. Thus, we are able to send orders faster. We are a human-sized company and for us every customer is important. This is why we pay special attention to our packaging so that your items are effectively protected during transport. Moreover, we ship orders as quickly as possible so that our packages arrive at their destination in the shortest possible time.

For transportation, we use the Japan Post. We offer two shipping methods: Economy SAL (no tracking, no insurance) and EMS (fast with tracking and insurance). See more information on our delivery page.

Products damaged or lost during transportation

If you chose a shipping method with tracking and insurance (i.e. EMS), we can refund your purchases after an insurance investigation by the carrier. It may take several weeks. No refunds or appeals are possible for a package delivered without tracking and insurance (i.e. Economy SAL).

Defective products

When possible, we monitor the products carefully before shipping and always take great care in packaging. However, if you receive a defective product please send us photos that clearly show the product defect. The cost of return and reshipping will be at our expense.

Products that you no longer want

We do not accept returns or order cancellations.

Packages returned by the post

In the event a package is returned due to a mistake by Candysan (e.g. error in the address), we will reship the package without any charge. In cases where Candysan did not make a mistake, reshipping will be at the expense of the recipient, except in the case when Candysan insurance has been chosen.

Beware: packages sent by postal parcel (ex : Martinique, Guadeloupe, French Polynesia...) can't be reshipped in case of a delivery issue. Please check the delivery status of your order online.

Candysan Insurance

Candysan insurance covers delivery problems on "Economy SAL" & "D-Mail" parcels.

If an order does not arrive or is returned to Japan in whole or in part, we ship it again for free, and we replace damaged products as well as products that have a close expiry date.

Candysan insurance works in all cases when a package is lost or returned to Japan due to a delivery problem, regardless of the reason for return. Examples: unclaimed package, incomplete address, address not found, wrong direction, etc.

The insurance does not apply if the customer deliberately refuses a parcel, except for when the box is damaged. If a parcel is returned to Japan, the return period is 1 to 3 months from the date of order. The parcel is shipped again after it has arrived in Japan and after confirmation of the delivery address by the customer, if necessary.

A parcel is considered lost if it has not been delivered nor returned to Japan after 3 months. After this period, the order is sent again or refunded in the form of a voucher code.

Candysan insurance works on a maximum of 3 packages per order, on orders with shipping costs equal to or less than 7300 yen (about 62 euros).

The insurance can only be used once per order.