Japan – Retail and Consumer Issues

What are the typical opening hours for shops in Japan?

The popular idea that Japanese cities operate around the clock is only partially accurate when it comes to retail. Most shops follow a fairly contained schedule, generally opening at 10:00 and closing at 20:00. The majority remain open on weekends and public holidays, with the notable exception of New Year, and some may designate one day per week as a rest day. This pattern bears some resemblance to retail norms in continental Europe, but stands apart from countries where Sunday trading is subject to statutory limits.

Japan places no legal cap on Sunday retail hours — a contrast to the UK, where large stores face restrictions on how long they may trade on Sundays. Most supermarkets treat Sunday as a regular trading day, with city-centre branches often keeping the same long hours as weekdays, while department stores and shopping centres frequently run extended weekend hours alongside promotional events.

Supermarkets across the country typically open somewhere between 9:00 and 10:00 in the morning and close anywhere from 8:00 PM to midnight, depending on the location. In busy commercial and residential neighbourhoods within large cities, some supermarkets operate around the clock.

Large shopping centres generally keep their doors open from around 10:00 until 21:00 on both weekdays and weekends, including public holidays. Department stores commonly trade from 10:00 AM to 8:00 PM, with in-house restaurants often staying open for an hour or so beyond that.

Japan’s convenience stores — referred to as konbini — occupy a unique place in everyday life. Major chains including 7-Eleven, FamilyMart, and Lawson have historically operated around the clock every day of the year. In recent years, however, operators have begun adjusting this model, and a growing number of locations now close during the overnight hours when train services are suspended.

National holidays do not significantly interrupt retail activity. Japan observes 16 national holidays on which most employees have time off, yet the vast majority of stores, supermarkets, and entertainment venues continue to trade throughout the year. The primary exception is New Year’s Day: while large chain stores remain open, many smaller independent retailers and some department stores close on 1 January. Independent shops may also take a day off each week or each month.

Beyond public holidays, Japan has three extended holiday periods during which domestic travel surges and some businesses scale back operations: the New Year period (late December through early January), Golden Week (late April to early May), and Obon (mid-August). Expats should factor these seasons into their plans, as transport networks and lodging become heavily congested.

Regional differences are worth bearing in mind. In less urbanised areas, Sunday closures are more common among local businesses, and many independent shops take a day off mid-week — often Tuesday, Wednesday, or Sunday. In rural settings, even department stores may close earlier, sometimes at 7:00 PM rather than the city standard of 8:00 PM or later.

What forms of payment are typically accepted in Japan?

Japan’s payment culture is undergoing a notable transformation. The country was once synonymous with a preference for cash, but credit cards, debit cards, and a host of other digital payment methods have surged in popularity over recent years. That said, having cash on hand continues to be essential in a range of everyday situations.

The Ministry of Economy, Trade and Industry recorded a cashless payment ratio of 42.8% in 2024. Although this figure has climbed steeply in recent years and is expected to continue rising, it remains well below the cashless penetration seen in countries such as South Korea and Sweden, where ratios exceed 90%. Cash therefore still plays a substantial role in Japan’s retail economy.

Overseas-issued credit cards are accepted at affiliated merchants, with Visa, JCB, and Mastercard being the most widely welcomed. These are routinely accepted at major hotels, department stores, large shopping centres, and urban restaurants. American Express and Diners Club are accepted in fewer locations.

Outside the cities, particularly in rural or off-the-beaten-track settings, cash-only establishments remain common — including some hotels. Before venturing into less urban areas, it is sensible to check payment options in advance and keep an adequate supply of yen available.

Japan has developed its own distinct digital payment infrastructure. The most broadly accepted smartphone and QR code payment platforms include PayPay, LinePay, Rakuten Pay (Rpay), and MerPay. Among QR code payment methods, PayPay commands a 65.1% market share, followed by Rakuten Pay at 36% and d-Payment at 28.6%, according to a Mobile Marketing Data LABO survey from January 2025.

Expats and visitors arriving from abroad should be aware of an important technical consideration. Tapping to pay using a foreign credit card stored in Apple Wallet or Google Wallet is generally not possible in Japan, because most contactless payment infrastructure relies on Sony’s FeliCa IC chip — a proprietary technology with limited international support. However, both Apple Pay and Google Pay function at contactless-enabled stores and restaurants, and you can link your existing overseas credit cards or Japanese-issued cards and prepaid options such as Suica to these apps.

Transit IC cards such as Suica (issued by JR East) and PASMO double as cashless payment tools at a wide range of convenience stores, major restaurant chains, and even some supermarkets. These rechargeable cards are a staple for residents and offer a particularly practical solution for day-to-day purchases. QR code payment apps are also worth considering for smaller retailers that take cash but do not accept credit cards — they can be invaluable for new arrivals who have not yet secured a Japanese credit card.

Obtaining a Japanese credit card can be a drawn-out and sometimes frustrating process for expats. Applications may be difficult to navigate without Japanese language skills, and approval is not guaranteed even when the process is completed correctly. Starting with a prepaid card or an IC card is a sensible interim strategy for newcomers while longer-term financial arrangements are established.

What are the major supermarkets in Japan, and how do they differ?

Japan’s grocery retail sector is one of the world’s largest, valued at over US$413 billion in 2025, with nearly 6,000 supermarket outlets operating across the country. The market covers every price point, from low-cost bulk stores to high-end importers catering to specialist tastes.

AEON is the country’s largest retail conglomerate and the supermarket chain most likely to become a regular destination for expats. Many AEON outlets are embedded within sprawling shopping malls, enabling customers to handle groceries, clothing, electronics, and household goods in a single visit. Several features make AEON particularly expat-friendly: tax-free shopping is available for non-residents upon presentation of a passport; major locations offer multilingual signage in up to ten languages; international food sections carry imported sauces, snacks, and specialty items; and in-store AEON Bank ATMs accept foreign-issued cards. With branches in virtually every prefecture, AEON is typically the first port of call for newly arrived residents.

Owned by Walmart, Seiyu brings an everyday low-price philosophy to Japanese grocery shopping. With more than 300 stores concentrated near major train stations, it is among the most convenient chains for urban residents. Prices on meat and fresh produce often undercut upmarket competitors by 20–30%, and many locations are open 24 hours. In positioning and character, Seiyu is comparable to a Walmart in North America or an Asda in the UK — unpretentious, affordable, and dependable.

Part of the Seven & i Holdings group that also owns 7-Eleven, Ito-Yokado operates more like a department store built around a food hall. Individual branches typically span several floors, with clothing, homeware, and electronics occupying the upper levels above the grocery section. Its stores tend to cluster in family-oriented suburban locations, making Ito-Yokado a popular choice for expats who have settled away from city centres.

Gyomu Super began as a wholesale supplier to the restaurant trade before opening its doors to ordinary shoppers, quickly becoming a favourite among budget-conscious buyers and expats alike. The shelves are stocked with large-format frozen foods at wholesale prices, alongside a strong assortment of Korean and broader Asian imported products. It is particularly well regarded among shoppers from Southeast Asia and the Middle East who are looking for ingredients difficult to source elsewhere. In European terms, the closest equivalent in pricing and character would be a Lidl or Aldi — very competitive on price, with an eclectic and specialist-leaning product range.

When a specific imported cheese, a bottle of European wine, or an unusual spice is needed and cannot be found elsewhere, Seijo Ishii is the destination of choice. Japan’s leading premium supermarket chain, it occupies a market position similar to Waitrose or Marks & Spencer Food in the UK — prices are higher than average, but the range of international and domestic speciality goods is exceptional. Most branches are located in major metropolitan areas.

Loyalty schemes are a prominent feature of Japanese supermarket culture. Among the most widely used are the AEON WAON card, the Rakuten Points system at participating stores, and the Nanaco card valid at Ito-Yokado and 7-Eleven outlets. Although each card originates with a specific retailer — WAON with AEON and Rakuten Card with the Rakuten Group — both are accepted at a broad network of merchants nationwide.

How popular is online shopping in Japan, and what are the main platforms?

E-commerce is highly mature in Japan, and expats will quickly discover that online shopping is a practical and reliable part of daily life — especially for bulky household goods, electronics, and imported items not easily found in local stores. Japan’s delivery infrastructure ranks among the best in the world, with same-day and next-day dispatch the norm in urban areas.

The leading online marketplace is Rakuten Ichiba, run by the Rakuten Group. It operates on a model similar to Amazon’s marketplace, bringing hundreds of thousands of independent merchants together on a single platform. Purchases accumulate Rakuten Points redeemable both online and at affiliated bricks-and-mortar retailers. The platform is predominantly in Japanese, though product listings sometimes include information in other languages.

Amazon Japan (amazon.co.jp) is the other major force in Japanese e-commerce and is arguably the more accessible option for newcomers, as the site can be used in English and several other languages. Prime members in Japan enjoy rapid delivery — often next-day or same-day in major cities — across an enormous product catalogue. Current Prime membership fees and delivery terms should be confirmed directly on the official Amazon Japan website.

Yahoo! Shopping (operated by Yahoo Japan, a SoftBank company) represents another significant platform, similarly integrated with a points reward system. Mercari is Japan’s dominant consumer-to-consumer resale app, functioning much like eBay, and is extensively used for second-hand clothing, electronics, and miscellaneous goods. An English-language version of Mercari is available, making it a useful resource for expats.

Japan’s parcel delivery standards are outstanding. Shipments almost invariably arrive within the stated window, and carriers such as Yamato Transport (クロネコヤマト) and Sagawa Express allow recipients to nominate preferred delivery time slots and easily redirect or hold parcels. If a delivery attempt is missed, a notification slip (不在票) is left, and redelivery can be scheduled online, by telephone, or through a nearby convenience store.

New expats should keep a few practical points in mind. Some delivery services require a Japanese address and phone number, and remote or rural postcodes may attract surcharges or have restricted delivery options. When ordering from international retailers shipping goods into Japan, import duties and the 10% consumption tax may apply — it is worth reviewing the seller’s import terms before completing a purchase. Finally, many Japanese shopping platforms are exclusively in Japanese, so browser translation tools can be indispensable.

Are there shops or products in Japan catering specifically to expats or international tastes?

Japan’s major cities — Tokyo, Osaka, Nagoya, and Kyoto in particular — are well served with international food retailers and specialty stores, reflecting both a large resident expat population and a steady stream of international visitors. Outside these urban centres, however, the range of imported and international products can be considerably narrower.

In Tokyo, the Hiroo and Roppongi neighbourhoods have historically been home to significant expat communities and host a variety of international food retailers. National Azabu in Hiroo is one of Japan’s most established international supermarkets, with a broad stock of Western, South American, Middle Eastern, and South Asian products — albeit at premium prices. Kinokuniya International, with branches in Tokyo and other major cities, similarly specialises in imported groceries from Europe and North America.

East and Southeast Asian food products are well represented across Japan. Korean, Chinese, Thai, Vietnamese, and Indonesian ingredients feature in mainstream supermarkets as well as in dedicated Asian grocery stores, particularly in areas with longstanding Korean or Chinese communities — such as Shin-Okubo, Tokyo’s Koreatown, and Yokohama’s Chinatown. Gyomu Super carries a strong range of Korean and Asian imports and is widely favoured by shoppers from Southeast Asia and the Middle East seeking ingredients that mainstream retailers do not carry.

Halal-certified food and Middle Eastern ingredients are available from specialist shops in major cities. Tokyo’s Shin-Okubo and Yoyogi districts have dedicated halal grocers, while Indian and South Asian ingredients can be found in areas with larger South Asian communities in Tokyo and Osaka. In smaller cities and rural towns, these products are harder to come by, and online retailers often fill this gap effectively.

Western-style cheeses, wines, and specialty foods from Europe and North America are stocked at upmarket grocery chains such as Seijo Ishii and at the food halls found in the basement levels of most major department stores. Known as depachika, these basement food floors are an enduring cultural institution in Japan, typically offering a remarkable selection of both imported and premium domestic products.

Among major international retailers, IKEA has a presence across Japan, and Costco operates a growing number of warehouse clubs that are popular with expats looking for large-format, familiar products. Both H&M and Zara maintain a strong footprint in major Japanese cities. No international grocery chains from abroad operate directly within Japan, however — the market is served by domestic retailers and specialist importers.

What are your rights as a consumer in Japan?

Japan maintains a thorough consumer protection framework, anchored by several key pieces of legislation and enforced by dedicated public institutions. While the system differs in meaningful ways from European consumer law, it offers real and practical safeguards that expats should take time to understand.

The foundational legislation governing transactions between businesses and individual consumers is the Consumer Contract Act. This law entitles consumers to cancel contracts under certain conditions — for example, where a business has provided false information, concealed material facts, or employed high-pressure tactics. Unlike EU consumer law, which mandates a statutory two-year minimum warranty on goods, Japan has no comparable universal warranty period in its consumer legislation. Warranty rights are instead drawn from the Civil Code, individual contracts, and product-specific rules. Keeping receipts and written warranties is therefore essential.

The Act Against Unjustifiable Premiums and Misleading Representations (AUPMR) governs advertising and promotional practices. It prohibits representations that mislead consumers into believing a product’s quality significantly exceeds its actual standard, and bars misrepresentations of trading conditions such as pricing or after-sales service. The Consumer Affairs Agency enforces this legislation firmly, and its regulatory arsenal has been expanded in recent years — a surcharge system was introduced in 2016, and direct financial penalties followed in 2024.

Japan’s Product Liability Act (PL Act) establishes the liability of manufacturers when a defective product causes harm to a consumer. This is broadly consistent in principle with product liability frameworks in other developed economies. In October 2021, the Supreme Court upheld a manufacturer’s liability in a case where a large number of consumers sought damages under the PL Act after experiencing allergic reactions caused by wheat contained in a facial soap product.

On the question of refunds and returns, Japanese law does not universally oblige retailers to accept back non-defective goods — this represents a key distinction from countries where a statutory return right exists regardless of the reason. Return policies in Japan are determined by each individual retailer. In practice, large chains and department stores tend to operate reasonably generous return windows, but smaller independent shops may decline returns outright for goods with no defect. Checking the return policy before completing a purchase is strongly recommended.

For doorstep sales and mail-order contracts, the Act on Specified Commercial Transactions provides important protections, including a cooling-off window — typically eight days — within which consumers may withdraw from certain contracts without incurring any penalty. This covers door-to-door sales, telemarketing calls, and some subscription or multi-level marketing schemes. The precise scope and timelines should be confirmed with official sources, as the law is subject to periodic revision. The CAA’s official legal guidance page is the authoritative source for current details.

For the most up-to-date and authoritative guidance on consumer rights in Japan, the Consumer Affairs Agency (CAA) should be consulted directly. Consumer legislation in Japan is regularly updated, and specific situations — including online shopping disputes or difficulties cancelling subscriptions — may be governed by rules that have changed since any given publication date.

Which organisations protect consumers in Japan, and how can you contact them?

Japan operates a well-organised network of consumer protection bodies. Knowing which institution to approach when a problem arises can make the difference between a swift resolution and a protracted dispute.

Consumer Affairs Agency (CAA)

The Consumer Affairs Agency is a central government body headed by the Minister of State for Consumer Affairs and Food Safety. Its mandate is to protect and advance consumer rights and interests by formulating consumer policy and taking enforcement action against deceptive or unfair business conduct. Established on 1 September 2009 as an agency of the Cabinet Office, the CAA does not handle individual complaints from consumers directly, but shapes the regulatory environment and pursues enforcement actions against businesses. Visit: caa.go.jp/en

National Consumer Affairs Center of Japan (NCAC)

Founded as a special public corporation in October 1970 and restructured as an incorporated administrative agency in October 2003, the National Consumer Affairs Center of Japan is the principal point of contact for individuals who have encountered problems with products, services, or traders. The NCAC provides consultation and dispute resolution services and coordinates a network of local consumer affairs centres throughout the country. Of particular relevance to expats, the Consumer Hotline for Tourists offers telephone guidance for overseas visitors who experience consumer-related problems while in Japan — a service that can also assist those in the early stages of residency. Visit: kokusen.go.jp

Consumer Hotline (消費者ホットライン)

Residents in Japan can reach the national Consumer Hotline by dialling 188. Calls are directed to the nearest local consumer affairs centre. The service primarily operates in Japanese, though the NCAC’s tourist hotline provides multilingual assistance. Expats not yet confident in Japanese are advised to bring a bilingual friend or use a professional interpreter service when lodging a formal complaint.

Local Consumer Affairs Centres

Every prefecture and the majority of municipalities across Japan maintain their own Consumer Affairs Centres (消費生活センター). These local offices handle everyday complaints relating to unfair trading practices, misleading advertising, contractual disputes, and product safety concerns. They are empowered to mediate between consumers and businesses, and their services are provided free of charge. Your local municipal office (市区町村役場) can refer you to the nearest centre.

Ministry of Economy, Trade and Industry (METI)

METI oversees trade, industry, and product safety regulation across Japan. While not a direct consumer complaints body, METI publishes guidance on product safety standards, e-commerce regulations, and retail sector requirements. Visit: meti.go.jp/english

How to make a complaint — a step-by-step process

1. Contact the retailer or service provider directly. In Japan, the first step in any dispute is to approach the business. Customer service (顧客対応) is taken very seriously, and many issues are resolved at this stage.
2. Gather your evidence. Keep your receipt, the original product packaging, any written warranty, and records of all communications with the seller.
3. Contact your local Consumer Affairs Centre. If the retailer does not resolve the problem, visit or call your nearest local Consumer Affairs Centre. They can advise you on your rights and, if appropriate, contact the business on your behalf.
4. Call the national Consumer Hotline (188). If you are unsure which local centre to approach, dial 188 to be connected to the most relevant service in your area.
5. Escalate to the NCAC. For more complex disputes, or where a local centre is unable to help, the NCAC can take on cases and provide more detailed mediation services.
6. Consider legal action. For unresolved disputes involving significant sums, Japan’s court system includes a Small Claims Court (少額訴訟) process for claims up to ¥600,000 (as of 2024 — verify with official sources). Legal aid organisations and local bar associations can provide referrals if needed.

Frequently Asked Questions

Do shops in Japan close on public holidays?

Japan observes 16 national holidays on which most employees have the day off, but the great majority of stores, supermarkets, and leisure facilities continue to operate as normal throughout the year. The principal exception is New Year’s Day (1 January), when many department stores and certain retailers shut their doors. Convenience stores almost universally remain open all year round.

Is cash still necessary in Japan?

In rural areas and prefectures beyond Tokyo and Osaka in particular, cash remains necessary for various situations including taxis, visits to shrines and temples, public transport, vending machines, and purchases at small independently owned shops. Because cash-only establishments still exist throughout Japan, it is wise to keep both a cashless payment method and some yen notes available. Even in city centres, certain small restaurants and independent retailers accept only cash.

Can I use my home country’s credit card in Japan?

Overseas-issued credit cards are accepted at affiliated merchants, with Visa, JCB, and Mastercard being the most broadly welcomed. These cards are routinely accepted at major hotels, department stores, large shopping centres, and urban restaurants. Acceptance rates are lower in rural areas and smaller independent shops, so carrying cash as a backup is always a prudent move.

What is a konbini, and why is it important for expats?

A konbini (convenience store) is one of the defining features of everyday life in Japan. Chains such as 7-Eleven, FamilyMart, and Lawson are open around the clock and offer far more than food and drinks: most provide parcel drop-off and collection, limited postal services, and bill payment facilities. At a typical konbini, you can settle utility bills, top up transit cards, print documents, and pick up online orders.

What is the consumption tax rate in Japan, and do I pay it as a resident?

The standard consumption tax rate in Japan is 10%, applied to most goods and services. As a resident, this tax is included in all standard purchases you make. A reduced rate of 8% applies to food products and non-alcoholic beverages purchased for consumption at home. Non-resident visitors may be eligible for a tax refund on qualifying purchases at participating shops — as a resident, however, you are not entitled to this tourist exemption.

What are Japan’s rules on returning goods?

There is no blanket statutory right in Japan to return goods that are undamaged and as described — each retailer sets its own return policy. Major chains and department stores commonly accept returns within a defined period, typically seven to thirty days, provided a receipt is presented. Smaller shops may decline returns on items that have no defect. For products that are genuinely defective, remedies are available under the Civil Code and the Product Liability Act. Always confirm the return policy before buying and hold onto your receipt.

Where can I find Western or international food products in Japan?

Major cities are generally well stocked. Specialist importers such as National Azabu in Tokyo and Kinokuniya International carry a wide assortment of European, North American, and Middle Eastern products, though at higher prices than domestic equivalents. AEON’s international food sections stock imported sauces, snacks, and specialty ingredients at larger store locations. For South and Southeast Asian ingredients, Gyomu Super and the Korean and Asian grocery stores in Shin-Okubo offer excellent value. Amazon Japan and Rakuten Ichiba both carry extensive ranges of imported goods with nationwide delivery.

Who do I contact if I have a consumer dispute in Japan?

The first step is to approach the retailer directly — Japanese customer service culture places considerable weight on resolving complaints promptly. If this does not lead to a satisfactory outcome, dial the national Consumer Hotline on 188 to be connected to your nearest local Consumer Affairs Centre, or reach out to the National Consumer Affairs Center of Japan (NCAC). The Consumer Hotline for Tourists provides telephone assistance in multiple languages for overseas visitors and new residents who have experienced consumer problems while in Japan.