As of March 8, our international shipping service provider, Japan Post, has suspended shipping services to some regions of Europe due to difficulties in mail transportation caused by the unstable situation in Ukraine. Because it is uncertain when these suspensions will be lifted, we're unable to accept orders to these countries for the time being.
- The UK
*New update: Shipping services to certain countries are resumed from June 30, 2022, so we have reopened orders for the following countries:
While not listed above, we're still unable to accept DVD orders from the below regions due to the effects of COVID-19.
*New update: We have resumed DVD orders for Australia, as shipping services has resumed since July 28, 2022.
Overseas shipping normally takes 2-3 weeks to deliver, however, it can take much longer than usual for your order to reach you due to government restrictions, border closures, flight reductions, and customs delays. We sincerely apologize for the inconvenience and ask for your continued patience. Please also check with your post office for local delivery status.
If your order doesn't arrive after waiting for a while, we'll reprint or refund it. Please contact our support team by following the steps below.
1. Open your FamilyAlbum app and visit the Store tab
2. Tap “My Orders”
3. Tap on the relevant order
4. Tap “Questions about your order?” at the bottom of the screen to contact us
We’ll continue to update as new information becomes available. If you have any questions or feedback, please don't hesitate to let us know. Visit the Settings tab and tap "Support" to contact us at any time.