Covid-19: How to cancel my trip to Japan

We are currently faced with an unprecedented international situation and are forced to postpone travel plans until the borders with Japan are reopened.

Our top priority today is the protection and health of our customers and our team.

We have been assisting our customers since the start of the epidemic and we are closely monitoring the evolving situation. We have processed thousands of refunds, issued a large number of credit notes and continue to support our clients during this difficult period.

For all travelers who wish to cancel their order and get a refund, cancellation fees apply.

For more information on the cancellation conditions by product, please consult the following link: Covid cancellation Policies and Fees by Product

For products that you have received by post, you must return your ordered items to one of our offices by respecting the deadlines and deadlines specific to each product (the postmark being taken as proof).

A list of our worldwide offices can be found here: Worldwide Offices

Warning: 

- Make sure that your entire order is included in the package before sending it to us.
- Japan Experience is not responsible for items returned and lost in the mail.

For products and services confirmed to you by email, namely Japan Rail East Pass Tohoku and Nagano-Niigata, Pocket Wifi rentals and Yasaka airport transfers, please email our customer service team.

Please note, deadlines must be respected. If the cancellation occurs outside of these deadlines, we will not be able to refund or provide a credit note:

• Cancellation terms and fees by product for a refund

In response to the situation and to ensure the safety of customers and staff, our stores remain closed to the public until further notice. However, our team remains at your disposal by phone or by email at the following address: contact@japan-experience.com.

Please note that it is now possible to return products to any of our offices in Los Angeles, Paris, London, Madrid and Berlin, regardless of which office you made the original purchase. Currently, it is not possible to mail returns to our offices in Japan and Australia.
Mail is received every day and is processed by our team.

Due to the high volume of inquiries our team receives from around the world, there may be a longer delay than usual in processing your request. We thank you for your patience.
Our team will do everything possible to help you and answer your questions or concerns.

We thank you in advance for your understanding in this exceptional situation and we remain at your disposal for any further information.

While we wait to be able to explore Japan again, we continue to work on new products and content and we look forward to sharing them with you soon! As soon as you have the opportunity to travel again, we will be happy to assist you with your trip to Japan.