Frequently Asked Questions
Got a question? You'll find answers about joining, shipping, tracking and your membership below. If you can't find what you're looking for, send us a message at the bottom of the page.
Joining & Membership
How does the mail club work?
Each month we explore somewhere in Japan, collect real finds along the way, pack them into an envelope with a personal letter, and post it to you. Each month's registration runs for the full calendar month. Join any time during the month and you'll receive that month's envelope, which is posted in the first week of the following month.
When do I need to sign up to receive this month's mail?
There's no cutoff date. Join any time during the month and you'll receive that month's envelope. For example, if you join any time in November, your November envelope is posted in the first week of December.
How much does it cost?
Try Once is ¥2,250 for a single envelope with no subscription. Monthly is ¥2,000 per month. Shipping is included in both, and your local currency is shown at checkout.
What's the difference between Try Once and Monthly?
Try Once is a single envelope with no ongoing payments, so it's a great way to see what we're about. Monthly sends you a new envelope every month until you cancel.
When will I be charged?
Monthly memberships renew automatically and are charged on the same date you first signed up, each month, until you cancel.
Can I pause or cancel anytime?
Yes. Log in to your account to pause or cancel. To avoid being charged for the next month, please do this before your next billing date. For security reasons, we're unable to cancel memberships on your behalf, so this needs to be done through your account.
Can I give the mail club as a gift?
Yes! Simply enter the recipient's name and address at checkout. Envelopes never include any pricing information. For the best chance of an envelope arriving before Christmas, please order by 30 November.
Is there an age requirement to join?
You need to be 18 or over to join. If you'd like to share the club with someone younger, you're welcome to send it to them as a gift.
Billing & Payments
What payment methods do you accept?
We accept Visa, Mastercard, Amex, JCB and PayPal. All prices are in Japanese yen and include Japanese consumption tax.
What happens if my payment doesn't go through?
If a payment fails, your membership may be paused until it's sorted. Please update your payment details or email us at hello@fromnihon.com and we'll help you get back on track.
Will my membership price ever change?
If our prices change, we'll email active members at least 30 days beforehand, so there are no surprises.
I think I've been charged incorrectly. What should I do?
Please email us at hello@fromnihon.com within 30 days of the charge and we'll look into it straight away.
Should I contact my bank if there's a problem with a charge?
Please come to us first. Most billing issues can be sorted quickly, and a refund from us is usually faster than a bank dispute. If a dispute is opened, your membership is paused while it's open, so no letters are posted and no payments are taken. If it's resolved in our favour, your paused letters are posted and your membership continues. If it's resolved in yours, your membership is cancelled.
What happens after I cancel?
Your cancellation takes effect at the end of your current billing period, so you'll still receive the envelope you've already paid for.
What's Inside
What kind of items can I expect?
Every envelope has at least 10 items, all real finds from our travels around Japan: station stamps, postcards, stationery, festival scraps, shrine fortunes, Polaroids, snacks, handwritten notes and more. Always authentic, always from somewhere real, always different.
Will I receive the same things as everyone else?
Yes, the main items are the same for everyone each month. But since we hand pack each envelope, small design variations may appear. Same journey, tiny personal touches.
Can I choose what I receive?
That's the magic, it's a surprise. Think of it like a letter from a friend. You don't know what they'll write, but it's always good.
How do you choose what goes in each month's mail?
I follow my curiosity. If something catches my eye and feels special, like a beautiful stamp, a forgotten postcard or a local craft, I think "someone would love to hold this." That's how it gets in.
I have a food allergy. What should I do?
Some envelopes include Japanese snacks or tea. Please email us at hello@fromnihon.com as soon as you join, so we can adjust your future envelopes.
Can I share my envelope on social media?
Of course! We love seeing your mail. Tag us @fromnihon so we can see it too. Envelope contents are for your personal enjoyment, so please don't resell them.
Shipping & Tracking
When do envelopes go out?
All envelopes are posted from Japan in the first week of the month. The exact date can vary, so keep an eye on your inbox for your dispatch confirmation email.
How do you send the envelopes?
From November 2026, every envelope is sent by Japan Post registered international mail, so it's tracked all the way from Japan to your door. This is included in your membership at no extra cost.
Will I receive a tracking number?
Yes! Your tracking number is included in your dispatch confirmation email. Envelopes sent before November 2026 were posted without tracking.
How long does delivery take?
Most envelopes arrive within 7 to 21 days of dispatch, depending on where you live. Customs checks and busy periods like November, December and Japanese holidays can add extra time.
Do I need to sign for my envelope?
Depending on your country, your postal service may ask for a signature. If you're not home, they'll usually leave a card so you can collect your envelope from your local post office. Please collect it as soon as you can, as uncollected envelopes may be returned to us and a ¥1,200 resend fee applies.
Are shipping costs included?
Yes! Tracked worldwide shipping is included in every membership. There's nothing extra to pay.
Do you ship internationally?
Yes, we post to members all over the world. The only exceptions are countries where Japan Post services are suspended. If shipping to your country is ever paused, we'll let you know by email.
Will I have to pay customs fees?
Some countries charge import duties or taxes. These are the responsibility of the recipient, and we're unable to predict or pay them.
Delivery Problems
My envelope hasn't arrived yet. What should I do?
First, check the tracking number in your dispatch confirmation email. If tracking hasn't shown delivery 30 days after dispatch, please email us with your order number. You can choose a tracked replacement, the missing items added to your next envelope, or a refund for that month. Missing envelopes need to be reported within 60 days of dispatch. For envelopes sent before November 2026 without tracking, please allow 45 days before contacting us.
Tracking says delivered, but I can't find it. What now?
Please check with neighbours, your building's mailroom and your local post office first, as envelopes often turn up. If it still hasn't appeared, email us within 7 days of the delivery date. As a goodwill gesture, we can send one replacement per member in any 12 month period for envelopes marked as delivered.
My envelope arrived damaged. What should I do?
Please email us within 7 days of delivery with photos of the damaged items and the envelope. Keep the envelope until we've sorted it out, as Japan Post may need to inspect it. We'll replace the damaged items or refund that portion.
Your Address
How do I change my address?
Log in to your account and update your address there. Please do this before your envelope is posted in the first week of the month. Once your envelope has been posted, we can't change the address or redirect it.
I entered the wrong address. Can you fix it?
If you let us know before your envelope is posted, we can update the address on that envelope once, at no cost. We can only change your current order, so please also update your address in your account so it applies to future envelopes. Once your envelope has been posted, we're unable to redirect it, but we'll send you the tracking number so you can ask your local post office for help. If the envelope is returned to us, we can resend it for ¥1,200. If it's delivered to the wrong address, it isn't eligible for a free replacement or refund.
Collectibles
How are collectibles orders shipped?
Collectibles and trading card orders ship separately from mail club envelopes. Orders ship from Japan within 1 to 3 business days by Japan Post, with tracking. Shipping costs are shown at checkout.
Are your cards authentic?
Yes. Every product is bought by us in Japan, and sealed products are never opened or resealed. Single cards are sold raw (ungraded), and the condition we list is our honest assessment, not a grading guarantee.
My collectibles order hasn't arrived. What should I do?
Please email us at hello@fromnihon.com within 60 days of dispatch. Depending on the situation, we may offer a refund. Shipping costs are refunded only if the whole order was lost.
Refunds
Can I get a refund?
Mail club envelopes: because every envelope is curated and posted to you, we don't accept returns of delivered envelopes. If your envelope goes missing or arrives damaged, the options above apply.
Collectibles orders: collectibles are sent as tracked parcels and are condition sensitive, so we don't accept returns for change of mind. If your parcel arrives damaged, contains the wrong item or has an item missing, please email us within 48 hours of delivery with photos.
You can read the full details in our Refund Policy.
Didn't find what you were looking for?
Email us at hello@fromnihon.com or use the form below, and we'll reply within 48 hours (Tokyo time).