Frequently asked questions

No. The Traveller's Shop is an independent personal shopping service. We're not affiliated with, endorsed by or connected to The Walt Disney Company, Tokyo Disney Resort or Oriental Land Co. in any way. Product names and photos are only there so you can see what you're ordering, and all trademarks belong to their owners.

Yes. We only ask for what we need to get your order to you: your name and email, plus your address and phone number if you choose delivery or shipping. There's no account to make and no password to remember.

• We never see or store card or bank login details. You pay by PayNow QR code or PayPal invoice.
• Your details are only used for your order. We never sell them, share them or add you to a mailing list.
• The only emails you'll get are about your order.
• Your address and phone number are only given to the post office or courier delivering your parcel, so they can reach you about it.
• Want your details deleted after your order is done? Email support@thetravellershop.com and we'll remove them.

Yes, once your order has been delivered we'll email you a private link to leave a star rating and a few words. With your OK, it goes on our reviews page with the items you bought and your initials only (like "C**"), never your full name, email, address or prices. Want it taken down later? Email support@thetravellershop.com.

Yes, for the items. Right after checkout you'll see a PayNow QR code (Singapore) or a PayPal invoice (overseas). Pay, then press I've made payment and we'll email your order confirmation. Delivery or shipping isn't included: once your items are bought, we email you what we got, the delivery or shipping cost to pay, and refund anything that was sold out.

Please only press it once you've actually paid. We check every payment, and if we don't receive yours, your whole order will be cancelled and we'll email you to let you know. Pressed it by accident? Just pay straight away with your order reference, or email support@thetravellershop.com.

Refunds are only given for items that turn out to be sold out when we're at the parks. We can't refund if you change your mind once you've paid, since we buy your items specially for you.

If you paid by PayPal, PayPal's fees can't be refunded, so the refund is the item price less PayPal's fee.

No. Park merchandise sells out, sometimes within hours. We try our best for every item, and anything we can't find is refunded (see above). If you'd like an alternative instead, say so in the notes at checkout.

We're at Tokyo Disneyland on Wed 9 Dec and Tokyo DisneySea on Thu 10 Dec (one day at each park), shopping at the Disney Store and around Tokyo on 8–17 Dec, and back in Singapore from 22 Dec.

Everything ships from Japan by EMS. Pick one:

• Shared EMS to Singapore (best for Singapore and nearby, e.g. Southeast Asia): one parcel with other buyers, cost split, so it's usually cheaper. Then from 22 Dec, meet up, local courier, or international post to you.
• EMS straight to you (best for further away, e.g. the US or Europe): your own parcel, from Japan to your door.

⚠️ EMS from Japan: your 2nd payment must be paid by 18 Dec, and we ship everything out by 19 Dec.

Paying for shipping

• EMS is a 2nd payment, after we've bought your items. Checkout shows an estimate; the final cost depends on weight.
• Shared EMS: the estimate is for your items alone, so your share is usually lower.
• If your sold-out refund is more than your EMS, there's nothing to pay: we refund you the difference.
• The local courier fee or postage from Singapore is paid once your order is in Singapore.
• We email each cost with a deadline. If it isn't paid by then, your items are forfeited and resold.

Items already in stock in Singapore can be met up for, couriered or posted from Singapore.

By the weight of your items plus all the packaging, including the shipping box.

Your whole order goes in one parcel, so it arrives together.

Parcels from Japan always go by EMS, which is tracked from end to end, and we send you the tracking number. Once a parcel is handed to the post office it's in their care, so we can't be responsible for parcels lost or damaged in the post. If something goes wrong, please check with the post office using your tracking number.

We can't send to PO boxes, so please give a street address and a phone number the courier can reach.

Possibly, if your parcel is shipped to you. Some countries charge customs duty, taxes (such as GST or VAT) or import fees when a parcel arrives. These are set by your country's customs, so we have no control over them, and any that apply are paid by you, the buyer. They aren't part of our prices or shipping costs, so please check your country's rules if you're unsure.

For any question or concern, email us at support@thetravellershop.com. Please include your order reference (like TS-ABCDE) if you have one.