Frequently Asked


Questions Regarding Registration Information

All new customers need to submit their documents in order to take part in any sale or purchase on the JAH website. All documents will be verified by the JAH team. In some cases, you may be directly contacted to verify details.

The ID is the representative email address you registered with. If you are unable to retrieve it, please contact us.

Please reset your password by clicking on "Forgot your password?" on the login screen.

In order to change your account information, please click on your name on the top right of the website, click on ‘My Profile’ and then you can proceed to change the information.

If you are changing documents, it will require confirmation from the JAH team in order to continue participating in Online Stock or Live Auctions.

Questions Regarding the Flow of the Auction

We are open from 10:00 to 18:00, Monday to Friday, excluding weekends and holidays; however, we may have seasonal holidays. (All times mentioned are Japanese Standard Time)

The products we sell are only available to corporations and sole proprietors who are engaged in diamond, jewelry, and related businesses.

We cannot accept cancellation after bid / successful bid confirmation.

Questions Regarding Payment

All item prices at the time of bidding are displayed as ‘per carat’ prices in the case of diamonds and 'total piece prices' in the case of jewelry. In addition to this, shipping fees, taxes, and duties will be charged depending on the case and your location.

Delivery of the goods will depend on the location of the customer.

We do not accept over-the-counter transactions.

An initial 20% partial payment is necessary before paying in bulk at the end of the month; however, goods will only be shipped after confirming full payment. In addition to this, please note that shipping will be postponed if there is a partial payment.

Questions Regarding Returns and Cancellations

Unfortunately, we cannot accept returns due to customer circumstances. We apologize for the inconvenience.

Unfortunately, we cannot accept returns due to customer circumstances. We apologize for the inconvenience.

20% of the invoice amount will be charged for any non-payment of an invoice in any circumstance.

Questions Regarding Sellers in the Auction

You can register as a Seller with us by registering and verifying the required documents. Sellers are charged on both sold and unsold goods. The products are subject to selection, so not all the products submitted may be entered in the Auction. Please contact us for more details.