Please read the instructions below for your ticket repurchase process for those who have lost or left the tickets in your country.
As stated in our refund/cancellation policy, we cannot make any cancellations after your tickets have been shipped out.
Please follow the steps below for how you get a refund from us.
Please visit a ticket counter at any JR (Japan Railway) station and request a repurchase of the same tickets as follows.
(1) Please explain at the JR ticket counter that you lost your tickets, and so it will be “REPURCHASE” for your original tickets.
JR Counter staff will give you the tickets with a stamp showing "(紛失再)" in red (something looks like the picture below), which indicates they are "repurchased" tickets.
Showing the Japanese message below may help the staff at the station understand the situation better and quicker.
(2) Please purchase the tickets in CASH so that we can assist you later.
If you make a repurchase with your credit card, we won’t be able to help you as JR requires us to present the credit card used to purchase the repurchased tickets for the refund.
(3) Please remember that you need to keep the repurchased tickets after use.
Please use the ticket gate with JR staff (manned gate) instead of the automatic ticket gate when you exit from the station.
If you use the automatic ticket gate to exit, YOU CANNOT GET YOUR TICKETS BACK, and we won't be able to refund you.
Please send us back your original and newly purchased tickets after your trip.
It is important that we receive your tickets within 60 days after your travel date.
If you only need to return the newly purchcsed tickets, we recommend you send us back your tickets during your stay in Japan as it costs less for the shipping.
We recommend you use the postal service that provides a tracking status to avoid any troubles.
Our Office Address:
419 NOA Dogenzaka,
2-15-1 Dogenzaka, Shibuya-ku,
Tokyo 1500053, JAPAN
Once we receive both of your original tickets and newly purchased tickets, we will visit a JR ticket counter for the refund.
Please note that JR charges a handling fee for this refund.
We refund 90% of your ticket price from the original order to your credit card - You get your refund at this point.
Please note that we will not refund fully as we need to pay the handling fees for the refund to JR.
Please note again that no refund can be made without both tickets being returned to our office; 1) the original tickets, and 2) the newly purchased tickets.
Regular seats used on Reserved cars and Unreserved cars of Shinkansen. Consider it as "economy class" seat.
Better seats with more space than ordinary seats. All Green Seats are reserved only. Consider it as "business class" seats.
Your seat is reserved and secured when you book your tickets. Head to the station with a peace of mind.
Seats are the same as Ordinary Seat.
Better seats and free blankets. Popular among Japanese business persons, executives and people who
Know as "First Class" of Shinkansen seats. Only available on Hokuriku and Tohoku Shinkansen lines.
You can take any open seats in unreserved cars of any train on the departure date. (No departure time will be indicated on your tickets.)
The best seat type if your priority is the cost and are traveling during less-crowded season/time.
For further information and photos, please visit official page at http://www.jreast.co.jp/e/ticket/types.html