[Translation from Japanese to English ] I do apologize for inconvenience caused you. Actually I also contacted the c...

Original text

この度はご不便おかけして大変申し訳ございません
私も何度も税関・そしてEMSに連絡したのですが
バイヤー様が直接ご連絡して頂かないと商品の受け取りは難しいようです
その旨はバイヤー様にもお伝えしました
私の経験上、オーストラリアはこのような事例が多いので
私も気にしていました
あなたの国の税関はこちらではどうしようもありません
力不足でごめんなさい。

Translation / English

I do apologize for inconvenience caused you.
Actually I also contacted the customs and EMS over and over but it appears that
the buyer needs to contact them him/herself in order to receive the item which I have already informed the buyer.
I was worried about this might happen as I knew it from my experiences that similar issue often arises in Australia.
I m afraid but there is nothing I can do to what happens with the customs of your country.

Translation / English

I sincerely apologize for the inconvenience.
I have contacted customs and EMS again and again.
It seems difficult for you to receive the products as long as you do not contact them directly.
I have informed you about this matter.
I have been warried about this, since I have experienced many cases like this in Australia.
There is nothing I can do about customs in your country.
I am very sorry for my lack of power.

Original text

返金についてですが
まず商品を返送してください
全額ご返金致します。
当店もebayのポリシー通り対応させて頂きます
ご安心ください

日本に来てくださる前にこのような事になってしまい
心よりお詫び申し上げます

私はあなたの力になりたいです。
日本の事でも商品の事でも
今回の失った信用を取り返したいです。

あなたの幸せを祈っています。

Translation / English

Regarding the refund,
please send the item firstly.
I will refund full amount.
My shop will treat this matter as per eBay's policy, too.
Please set your mind at ease.

I am sorry this happened before your visit to Japan and
sincerely apologize for this matter.

I want to help you.
About Japan and also about goods,
I want to recover my trust lost this time.

I wish you all the luck in the world.

Translation / English

As to the refund, first of all please send back the item.
I will make a full refund to you then.
Please do not worry I will proceed as per the ebay policy.

Please accept my sincere apology.
I regret it has happened before your holiday to Japan.

I would like to help you on my items or about Japan and
have the trust I lost this time back.

I wish you happiness.

Translation / English

Regarding the refund, please send the product back.
We will give you a full refund.
We are willing to deal with this following the policy of eBay.
We can assure you.

We apologise sincerely for something like this happened before you come to Japan all the way from there.

We would really like to be of your help.
It doesn't matter if it's about Japan or about items.
We hope to regain the trust this time.

We hope your happiness.

Translation / English

In order to receive the refund, please kindly return the item first.
We will refund the full amount.
Please be assured that our shop will also follow the policy of eBay.

I sincerely apologize from my heart for the inconvenience caused before your visit to Japan.

I would like to assist you for both about matters relates to your staying in Japan and the products you need.
I hope to get back your trust I have lost this time.

I wish your happiness.

Translation / English

Regarding the refund; please return the article first, we will refund the full amount.
My store correspondes as stated in the eBay policies, don't worry.

I am sorry that something like this happened before you came to Japan.
I apology for the inconvenience.

I want to help you.
I hope I can help you with Japan and with articles, and I hope I can regain your trust.

I pray for your happiness.