Japan Wireless eSIM

Can I cancel my order?

5G plans: Worry-Free Guarantee: Within 30 days of purchase, you can request a full refund in the following situations: You change your plans and no longer need your Japan Wireless eSIM before activation. Your device is incompatible or SIM-locked and the QR code has not been scanned. 4G plans: If you purchased optional insurance at checkout, you can request a refund for any reason within 30 days and before activation (all charges refunded except the insurance fee).

Can I get a refund if my eSIM connection is slow?

KDDI 5G plans: Contact our Japan-based support for guided troubleshooting. If your compatible device still cannot connect after arrival, Plan B applies — free Pocket WiFi shipped to your accommodation. 4G plans: Refund for connection issues only if optional insurance was purchased at checkout.

Can I get a refund if my phone is not compatible with Japan Wireless eSIM?

Check compatibility on our compatibility page before buying. KDDI 5G plans: Insurance is not available — incompatible devices are not eligible for refund or Plan B. 4G plans: Refund for incompatibility only if optional insurance was purchased at checkout (within 30 days, before activation). Without insurance, incompatible devices are not refundable.

How can I get a refund?

KDDI 5G plans: Insurance is not available — instead you get our Plan B Guarantee (guided support after arrival; free Pocket WiFi to your accommodation if your compatible device still cannot connect). 4G plans: Optional insurance at checkout enables a full refund (except the insurance fee) within 30 days and before activation, for any reason. Without insurance, 4G eSIMs are generally non-refundable. Verify device compatibility on our compatibility page before purchasing.