Help & Support
Frequently Asked Questions
Find answers to common questions about our auctions, authentication, shipping and payments.
01
Getting Started
Click "Sign Up" on our homepage. You can register with your email, Google account, or Facebook. Fill in your details, verify your email, and you're ready to start browsing!
Yes! Creating and maintaining a BrandCart account is completely free. You only pay when you make a purchase or win an auction.
No. You can browse and bid without payment information. Payment details are only required when you're ready to make a purchase.
02
Auctions & Bidding
Auctions typically run from Saturday to Monday (JST). You can place bids during this time. The highest bid at the end of the auction wins. All auctions are final—no returns on auction items.
A security deposit (typically ¥30,000) ensures bidders are serious. It's held but not charged. If you win, it's applied to your purchase. If you don't win, it's returned within 24 hours.
Yes! Many items are available for immediate purchase or "Buy It Now" pricing. You can also place offers on select items.
You'll receive a notification and have the option to bid again. There's no limit on how many times you can bid.
03
Authentication & Trust
Absolutely. Every item on BrandCart is verified by our certified authentication experts. We guarantee 100% authenticity or your money back.
Each item includes a detailed condition report with authentication details. We provide photos, measurements, serial numbers, and expert notes to verify authenticity.
Contact our customer service immediately. If authentication is in question, we'll investigate and issue a full refund if counterfeiting is confirmed.
04
Shipping & Delivery
Standard shipping within Japan takes 3-5 business days. International shipping varies by location (typically 7-14 days). Expedited options are available.
Yes! We ship to over 100 countries worldwide. Shipping costs and delivery times vary by destination.
All shipments are insured for full item value. You'll receive tracking information to monitor your package.
Contact us immediately with photos of the damage. We'll work with the shipping carrier to file a claim and either ship a replacement or issue a full refund.
05
Returns & Refunds
Items purchased outside auctions can be returned within 14 days if unused and in original condition. Auction items are final sales and cannot be returned.
After we inspect and approve your return, refunds are processed within 5-7 business days. Refunds are issued to your original payment method.
Original shipping costs are non-refundable. However, if the return is due to our error or a defective item, we cover return shipping.
06
Payments & Wallets
We accept credit/debit cards (Visa, Mastercard, Amex), PayPal, Stripe, and regional payment methods like SSL Commerce and Komoju.
Yes! You can store payment methods securely in your BrandCart wallet for faster checkout. Your data is encrypted and PCI-DSS compliant.
All transactions are encrypted using SSL technology. We never store full credit card details—only encrypted tokens for recurring payments.
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