Before you head to security, there’s one more stop: the customs kiosk for tax-refund purchases. Here’s what to expect and how to move through it smoothly.
Do this at the kiosk
- Go to the customs kiosk in the departure lobby, before you check in any bags. The kiosks sit landside — before bag drop and security — so look for signage as soon as you enter the terminal. Once your luggage is checked in, the kiosk procedure is no longer possible.
- Have your passport and all of your purchased goods with you. The kiosk works by reading your passport, and every registered purchase must still be in your possession — don’t pack anything away yet, and keep the receipts from each store within reach.
- If the screen shows green, you’re done. Proceed on to your flight, and your refund processes automatically from there — no further action needed on your part.
- If the screen shows red, go to the customs inspection counter with your goods. This is a routine additional check, not an accusation — stay calm, hand over what’s asked for, and answer any questions simply and directly. Budget time for it: the whole customs step, including any inspection, has to be finished before your boarding procedures close, and walking away mid-inspection means no confirmation and no refund.
- Expect closer attention on very high-value purchases. This is normal and doesn’t mean anything went wrong — just have your items and receipts accessible so an officer can look them over quickly.
- Keep your goods in carry-on until this step is finished. If you haven’t already sorted this out, see before the airport for the full night-before checklist.
Show this in Japanese日本語カードを表示 — hand your phone to the staff
店員・係員のみなさまへ:外国からのお客様がこのカードを提示しています。
【状況】
免税購入品の確認手続きを行いたい旅行者です。
【お願い】
キオスクでの確認手続きの案内をお願いします。
【公式情報】
Why the kiosk exists
The kiosk is what makes the whole refund system work: it’s the point where customs confirms that the goods you bought tax-refund-eligible are actually leaving the country with you, not staying behind. That confirmation is what triggers your refund to be processed.
A red screen simply means an officer takes a closer look before confirming the same thing a green screen confirms automatically. It’s a standard part of the process, built into the system for a portion of travelers, and doesn’t imply you did anything wrong. Bringing your goods and receipts, as suggested in the night-before checklist, is all you need to get through it without stress.
This is also why the kiosk sits in the departure lobby, before bag drop and security: customs needs to see your goods while you still have them in hand, before they disappear into checked luggage. The passport scan itself takes only seconds — what deserves the time buffer is the inspection that can follow a red result. That’s also the reason your purchases need to stay in carry-on right up until this point.
Once you’re through the kiosk, whichever result you got, the next thing to think about is what happens after you land — see after departure for when to expect your money and what to do if it’s late.