I place an order last June 28th ( order WAFUU37921). To this day (24th of SEPTEMBER, 3 months later), I still haven’t received it. The tracking says customs returned it to sender on the 7th of Jul... See more
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
This is a scam website. They sent me a faulty item, then refused to exchange or refund it. They also tried to add really expensive extra costs for post long after receiving the item via phone and lett... See more
Company replied
Product never even arrived, and this business refuses to provide a full refund. Multiple conversations with the customer service who is incredibly insolent and unhelpful, it's been 3 months and still... See more
Company replied
I bought a watch from Wafuu. It was $150 more than retail. I also paid a 35 dollar shipping. Wafuu FAILED to notify me, that I would have to pay 80 dollars in shipping fees (DHL). This is a very uneth... See more
Company replied
Company details
Written by the company
🌍✨ https://WAFUU.COM: Dive into a world of authentic Japanese treasures! Shop unique finds & experience the essence of Japan, no matter where you are.
Contact info
8F VORTAOYAMA2 2-1-12 Shibuya, 1500002, Shibuya-ku, Japan
- support@wafuu.com
- www.wafuu.com
2.8
Average
97 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 67% of negative reviews
Typically takes over 1 month to reply
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Short delivery time to Ireland, easy VAT payment.
Short delivery time to Ireland. Like all such imports VAT and customs duties apply but the FedEx system is seemless. Worth mentioning that this courier does come at a significant cost. However, it made economic sense for the tools I bought.
27 August 2026
Unprompted review
Watch out for postage
This was a first for me. An online international shop that sends products by sea. Don’t get caught out. Read the final checkout page to make sure you are not optioned for sea as it’s 2-3 months shipping time.
24 August 2026
Unprompted review
Lost 130€ in this shop
I am extremely disappointed with my experience with WAFUU Japan.
I ordered a watch for €98.90 and paid an additional €35.31 in import duties and taxes, although it was the only shipping method that didn't mention the extra shipping costs were not covered. The package was shipped via FedEx but was lost during transit before it could be delivered.
FedEx officially confirmed that the shipment had been lost. However, instead of providing a refund or replacement, WAFUU's position was that I should deal directly with FedEx for compensation.
To make matters worse, FedEx only offered €12.27 in compensation under its liability limits, leaving me without the product and without most of the money I paid.
As a customer, I purchased a product from WAFUU, and that product was never delivered. I expected the seller to take responsibility and resolve the issue with their carrier, not shift that responsibility to the buyer.
While the loss itself may not have been WAFUU's fault, the way the situation has been handled is very disappointing. Customers should not be left to absorb the financial loss when an item never arrives.
Unfortunately, based on this experience, I cannot recommend WAFUU and will be very reluctant to purchase from them again.
17 May 2026
Unprompted review
Bought 10 Meiji Formula milk for my…
Bought 10 Meiji Formula milk for my baby and my baby loves it. Shipping took 1-2 weeks. Never had an issue with this company. Good prices too.
1 July 2026
Unprompted review
Great quality Japanese products with…
Great quality Japanese products with awesome prices. Plus very fast delivery. I got my order in less than 1 week to UAE 🇦🇪 from Japan 👍👍👍
14 July 2026
Unprompted review
Item was never delivered.
19 May 2026
Unprompted review
Beware of this retailer
Beware of this retailer. They are scam artists. Advertise one thing and send you something "similar" but is not what you ordered. They will refuse to acknowledge that what they advertise is different to what they will send you, even if you provide proof! They might offer you a refund if you twist their arm and refuse to give up on their scam, but it will be at your own expense and even if you send it back to them, you may not get a refund at all. Steer clear of these crims!
1 May 2026
Unprompted review
Be very careful when ordering from…
Be very careful when ordering from WAFUU JAPAN.
I purchased FANCL Cleansing Lotion and paid the full amount shown at checkout, including shipping. The order arrived without any issues, and I assumed the transaction was complete.
A few days later, I received an unexpected invoice from FedEx for an additional £47.92 in import VAT and administration fees. This significantly increased the actual cost of my order.
Although WAFUU later pointed me to their terms and conditions, I do not believe the possibility of substantial additional charges was made clear enough during the checkout process. If customers are likely to face extra VAT, customs charges, and carrier fees after delivery, this should be prominently displayed before payment, not hidden away in policy pages.
What was particularly frustrating was that the package was delivered first, and the invoice arrived afterwards. As a result, I had no opportunity to make an informed decision about the true cost before receiving the goods.
Customer service repeatedly stated that the charges were the responsibility of customs and FedEx, but showed little interest in helping to resolve the issue or acknowledging how misleading the overall purchasing experience felt.
The product itself was fine, but the lack of transparency regarding the final cost means I will not be ordering from WAFUU JAPAN again.
If you are ordering from the UK or another country that may charge import taxes, be prepared for additional bills after delivery.
3 June 2026
Unprompted review
Reply from WAFÚÚ JAPAN
Thank you for sharing your feedback.
We apologize for the frustration and inconvenience caused by the unexpected import VAT and FedEx administration fees. We understand how disappointing it can be to receive a separate invoice after your package has already arrived.
For international shipments, import duties, local taxes including VAT, customs clearance fees, and carrier handling fees are determined and imposed by the destination country’s customs authorities and/or the delivery courier. These charges are outside of our control, are not collected by WAFUU JAPAN, and are not included in the product price or shipping cost paid at checkout.
To help prevent surprises, our checkout page displays “Duties not included” next to the shipping method, and we also outline these buyer responsibilities in our International Buyer notice and Terms of Service.
However, we take your feedback seriously regarding how this information is displayed. We understand that you felt it could be more prominent, and we will review our checkout process to see how we can make these potential international charges even clearer for customers in the UK and worldwide.
Thank you again for your valuable feedback, which helps us improve our service.
Terrible customer service
Terrible customer service, I returned the product and requested refund for more than 6 months and they kept finding various excuses to delay refund process, such as scammer
4 June 2026
Unprompted review
delivered as promised
For me Wafuu delivered as promised. Ordered a Zojirushi rice cooker on 28 March 2026 and received it today - 8 April 2026 - in the Netherlands. Yes, there are customs to pay in addition to the purchase price, but that’s hardly a surprise when you import from Japan right? So yes, this shop is legit and I recommend it!
8 April 2026
Unprompted review
Reply from WAFÚÚ JAPAN
Thank you very much for your kind review and recommendation.
We are glad to hear that your Zojirushi rice cooker arrived safely in the Netherlands within the expected timeframe. We also appreciate your understanding regarding customs charges for international imports.
WAFUU JAPAN will continue working to provide reliable service and safe delivery from Japan to customers around the world.
Thank you again for choosing WAFUU JAPAN.
Amazing service from start to finish
I ordered a limited edition Genshin Impact PS5 Controller. The website was easy to navigate. After my order was completed- I got frequent updates while my package was prepared and throughout the whole shipping process. I did not have to wait to long for my order to arrive. When it came the outer box had no damage, dents or scuffs. Once opened the actual box was bubble wrapped neatly like a present! When I finally got to the controller it was in a fabric bag to prevent scratches and it secured by surrounding cardboard to ensure it had minimal impact if bumped/dropped. So much care was taken from the start to finish. Thoroughly impressed by the quality and professional process.
22 March 2026
Unprompted review
Reply from WAFÚÚ JAPAN
Thank you so much for your wonderful review.
We are delighted to hear that your limited edition Genshin Impact PS5 Controller arrived safely and that you were satisfied with the entire process, from ordering to delivery.
We also truly appreciate your kind words about our updates, packaging, and handling. Limited edition items are very special to our customers, so our team takes extra care to protect them during international shipping.
We are very happy that the controller reached you in excellent condition. Thank you again for choosing WAFUU JAPAN, and we hope you enjoy your new controller!
Great Seiko watch at low price
Great Seiko watch with exceptional value for money. Arrived in about 2 weeks since it had to pass through Dutch customs first. In spite of import duties still less expensive compared to buying it locally. Good delivery and good tracking services.
18 March 2026
Unprompted review
Reply from WAFÚÚ JAPAN
Thank you very much for your kind review.
We are delighted to hear that you are happy with your Seiko watch and found it to be good value for money. We also appreciate your understanding regarding Dutch customs and import duties.
It is great to know that the delivery and tracking process worked well for you, and that the watch still offered a better price compared to buying locally.
Thank you again for choosing WAFUU JAPAN. We hope you enjoy your new Seiko watch.
Order #WAFUU64686
The package arrived in my country and the local mail services were unable to contact me due to lack of information provided by wafuu. It went back to japan, I lost all the money of the purchase and never got any answer after the package went back to japan
22 February 2026
Unprompted review
Reply from WAFÚÚ JAPAN
Thank you for your review.
We are sorry for the frustration caused by order #WAFUU64686.
After reviewing the case, we confirmed that the package reached Brazil but could not be cleared through the local import process and was returned to Japan due to import restrictions. Once a package arrives in the destination country, customs clearance and local delivery procedures are handled by the local postal service and customs authorities, and WAFUU JAPAN cannot directly control or override their process.
We would also like to clarify that our support team replied to your inquiries several times regarding the customs status, return process, and next steps.
After the returned package was confirmed, a refund for the order was processed to the original payment method. Refund timing may vary depending on the card issuer or payment provider, but the refund was completed on our side.
We apologize that the overall experience was disappointing, but we hope this clarifies that the order was investigated, our team responded to the inquiries, and the refund was processed.
Bad customer support help
I made an order but the order was held at DHL in US for customs reasons. DHL sent me an email saying they need some information for the order to clear the customs. Some of the information they needed were manufacturer address and LOT number. I kept asking that I need these information from Wafuu but they kept sending me different information and google image of the product I bought. I sent the image to DHL but they did not accept for an official documentation reason. I kept asking and they forwarded their previous email saying that it is in there. I read the email again and those information are not in the email and I explained to Wafuu customer service that I sent the image as well but they did not accept it.
11 March 2026
Unprompted review
Reply from WAFÚÚ JAPAN
Dear Tomomasa Terazaki,
Thank you for your review.
We are sorry that your shipment was held by DHL during the customs clearance process. After reviewing the case, we confirmed that the delivery was placed on hold because the required import duties and taxes, in the amount of 336.40 USD, had not been paid to DHL/customs.
We also contacted you by email and asked you to arrange payment with DHL as soon as possible in order to avoid the package being disposed of or otherwise handled by DHL and customs authorities. However, we did not receive a response to that notice.
For international shipments, customs clearance, import duties, taxes, and any DHL-related charges are handled by the destination country’s customs authorities and the carrier. These charges are not collected by WAFUU JAPAN and must be paid by the recipient/importer in accordance with local import procedures.
We understand that customs procedures can be frustrating, but this case was not caused by WAFUU JAPAN refusing to assist. Our team provided guidance and urgent instructions based on the information received from DHL.
If you still need assistance with this shipment, please contact our customer support team with your order number so we can review the latest available status.
Very disappointing experience with…
Very disappointing experience with WAFUU Japan.
My parcel was supposedly delivered by FedEx, but in reality it was never received. FedEx confirmed by email that they cannot provide any delivery confirmation or official document proving the delivery, and the parcel is effectively untraceable.
Despite this, WAFUU Japan refuses to issue a refund, hiding behind the excuse that they need an “official confirmation” from the carrier — even though FedEx France clearly stated that they do not provide such documents.
As a customer, I have been stuck in this situation for months with no real help, no solution, and constant delays from their customer support.
This is not how a serious company should treat its customers.
Be very careful when ordering from this company. If something goes wrong with your shipment, you may end up without your parcel and without your money.
Extremely disappointing support and zero responsibility.
11 March 2026
Unprompted review
Reply from WAFÚÚ JAPAN
Thank you for your review.
We are sorry to hear that you have not received your parcel despite the shipment being marked as delivered by FedEx. We understand how frustrating and concerning this situation must be.
For international shipments, delivery status, proof of delivery, and delivery investigations are handled by the carrier. When a parcel is marked as delivered but the customer reports non-receipt, we must rely on the carrier’s official investigation results and available delivery records before making a final decision.
We are not trying to avoid responsibility, but we also cannot determine the status of a shipment solely based on the customer’s statement when the carrier’s tracking shows delivery. If FedEx is unable to provide sufficient delivery confirmation, we need to review that information through the appropriate carrier claim process.
If this case is still unresolved, please contact our customer support team with your order number and the latest written response from FedEx. We will review the case again, including the carrier’s response, the delivery status, and any available claim options.
We apologize for the long and frustrating process and for any delays in communication.
Sent me an item that was damaged
Sent me an item that was damaged. Pretended that they were investigating, and after several weeks, blamed it on shipping and that there was nothing they could do. Kept changing their tune in relation to refund. Offered 500 yen compensation. Told me that I could return for refund, and the changed mind when PayPal closed case because 30 days had expired.
20 January 2026
Unprompted review
Reply from WAFÚÚ JAPAN
Thank you for your review.
We are sorry for the delayed response here and for the frustration caused by this experience.
We understand that receiving a damaged item is very disappointing, especially when the resolution process takes time and the communication does not feel clear. Damage cases involving international shipping require us to review the item condition, packaging photos, carrier information, and any applicable claim or dispute process before confirming the available options.
After reviewing this type of case, we understand that our communication may not have been clear enough and may have caused confusion regarding the available refund or return options. We apologize for that.
WAFUU JAPAN does not intend to dismiss damage reports or avoid responsibility. However, each case must be handled based on the evidence available, the shipping records, the timing of the report, and the status of any payment provider dispute.
If you still believe this case was not handled correctly, please contact our customer support team with your order number so we can review the case history again.
All good
All good. I ordered from WAFUU website and received the package in 3-4 weeks. Not fast, but understandable. I was informed about extra charges when postman comes. It was around $12 which didn't bother to pay.
19 February 2026
Unprompted review
Reply from WAFÚÚ JAPAN
Thank you very much for your review.
We are glad to hear that your package arrived safely. International delivery times can vary depending on the destination country, customs, and local postal service, so we truly appreciate your patience and understanding.
Thank you also for your understanding regarding the additional charges collected upon delivery. We hope you enjoy your order, and we appreciate you choosing WAFUU JAPAN.
Reply from WAFÚÚ JAPAN
Thank you for your review.
We are sorry that the delivery took longer than expected. International shipping times can vary depending on the destination country, customs clearance, local postal handling, and carrier conditions.
We understand that delays are frustrating, and we will continue working to provide clearer delivery estimates and better shipping updates for our customers.
Thank you for your feedback.
Avoid WAFUU JAPAN.
Avoid WAFUU JAPAN.
My order was never delivered. The package was returned to the seller, which they confirmed in writing. Despite this, I was forced to chase them for weeks just to get my money back.
Instead of issuing a straightforward refund, I received long, corporate-style messages about “international procedures” and “multi-step processes” with no concrete refund date. The situation only moved forward after I initiated a chargeback through my bank.
Without bank intervention, I am convinced this would have dragged on indefinitely.
The entire experience felt obstructive, unnecessarily complicated, and designed to delay rather than resolve. I cannot recommend this company based on how this case was handled.
20 February 2026
Unprompted review
Reply from WAFÚÚ JAPAN
Thank you for your review.
We are sorry that your order was not delivered and that the refund process felt slow, complicated, and frustrating.
For international shipments that are returned to sender, we need to confirm the return status, carrier information, any related shipping or customs costs, and the applicable payment process before finalizing the refund. This is not intended to delay the resolution, but we understand that our explanations may have felt too procedural and did not provide enough clarity about the expected timeline.
We apologize for the inconvenience and for any communication that made the process feel more difficult than it should have been. We take this feedback seriously and will review how we communicate return and refund timelines more clearly in similar cases.
If you still have any unresolved issue related to this order, please contact our customer support team with your order number so we can review the case history again.
I bought a watch from Wafuu
I bought a watch from Wafuu. It was $150 more than retail. I also paid a 35 dollar shipping. Wafuu FAILED to notify me, that I would have to pay 80 dollars in shipping fees (DHL). This is a very unethical way to do business. I thought Japan was better than this. Last time I deal with this company.
26 January 2026
Unprompted review
Reply from WAFÚÚ JAPAN
Thank you for your review.
We are sorry to hear that the total cost of your order was much higher than expected and that you felt the additional DHL charges were not clear before purchase.
For international shipments, the shipping fee paid at checkout covers the transportation of the package from Japan. However, import duties, local taxes, customs clearance fees, and carrier administration fees may be charged separately by the destination country’s customs authorities and/or the delivery carrier. These charges are not collected by WAFUU JAPAN and are not included in the product price or shipping fee paid at checkout.
We understand that these additional costs can be frustrating, especially when they significantly affect the final total. We also understand your concern that this information should be easier to notice before placing an order, and we will review how we present possible import and carrier fees during checkout.
We apologize for the inconvenience and appreciate your feedback.
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