Air Freight: If the item status is not confirmed within two days after the arrival notice, any customer complaints cannot be addressed with the seller.

Please confirm and inspect the product as soon as possible to ensure that the product specifications, quantity, accessories, and description are correct

If, unfortunately, there are any issues, you can refer to the following examples on how to report related product problems:
1. Example of missing product information
2. Example of product not matching provided information
3. Example of damaged product information

Important Notes: 1. If the seller is unwilling to ship overseas or is unaware that the product will be shipped overseas, the international shipping cost for returns or exchanges will need to be borne by the member. You may refer to the EMS e-Express fee inquiry from the post office. If it involves alcoholic beverages or items that affect flight safety, the post office cannot be used for shipment, and only DHL can be used to ship back to Japan.
2. During the product complaint handling period, please retain the complete outer packaging of the product (including the shipping label information), and refrain from attempting any repairs or altering the original condition. Any modifications may result in the inability to process the case.

After receiving and inspecting the item, if you have any questions, it is recommended to contact Letao within 2 hours. Here are some reminders:

1. Please do not unpack, use or repair the received item yourself, and be sure to keep the original packaging to facilitate subsequent handling of related matters, so as to avoid changes to the item that may cause the seller to be unwilling to process.

2. You can call customer service, and the customer service will leave a message for you as below. Please provide the following information:
"Hello, we will first help you establish a complaint case for Product ID: _______ .But we need you to 2-3 clear photos of the product issue, including photos of the product problem, product packaging, shipping details slip, and outer box. Send them to service@letao-holdings.com and inform us of your desired resolution (failing to provide this may result in an inability to process subsequent matters). After sending the email, notify us in the customer service message. We will confirm with the seller as soon as possible. and if there are any related questions, we will contact you through the customer service message. Thank you for your cooperation."

Please provide:
1. "Product ID"
2. Photo of the "Delivery Note" (if any)
3. Photos of the outer box (including inner and outer packaging)
4. Photos of the product (Please include relevant descriptions to help us confirm with the seller)

Important Notes:
1. Do not include foreign text or other products in the background of the image.
2. Please keep the complete product packaging (including the shipping label information), and refrain from repairing or altering the original condition on your own, as any changes may result in the case being unable to be processed.
3. Please provide the relevant information within 48 hours to avoid missing the golden hour for reflection and causing situations that cannot be handled.
4. Due to 99% of Japanese sellers being unwilling or unaware of shipping goods overseas, if a seller is willing to handle the issue, the goods must be sent back to Japan, and the international shipping costs incurred must be borne by the member. Letao will use postal EMS international express to send the goods back to Japan.
5. As the goods are purchased from overseas, it may take approximately one to two weeks to complete the relevant processing procedures when issues arise with the goods. Please be reminded that you can inquire about the approximate cost through the EMS service at the post office.

1. Issue of Authenticity: If antique or branded goods are found to be counterfeit upon receipt, clear photos showing the differences between the genuine product and the imitation must be provided as evidence. If unable to provide relevant proof, assistance can be sought to find a third-party reputable organization for a premium authentication service .
2. Leaking Iron Teapot: If an antique iron teapot is leaking, please take clear photos of the leaking area and provide them.
3. Transport Damage: If the goods are damaged during international shipping (to the pickup point), you need to provide photos of the outer packaging of the parcel and clear photos of the damaged goods' outer packaging.

※ Note: Photos provided to sellers should not contain any foreign-related information.