Social Contribution Through Business Activities
Social Contribution Through Reuse
The BOOKOFF Group provides a way for customers and members of the local community to participate in social contribution activities. By reusing books, CDs, DVDs, clothing, toys, and other items that are no longer needed in their homes, they can contribute to a wide range of social contribution initiatives.
Donate Online with “Kimochi To.”
“Kimochi To.” is a service that turns unwanted items into support for causes people care about. Using the home pickup buyback service provided by the BOOKOFF Official Online Store, customers can donate the buyback value of items they no longer need—such as books they have finished reading, CDs they no longer listen to, and games they have finished playing—to a variety of organizations. Users simply select the program they wish to support, pack their unwanted items in a box, and send them in; BOOKOFF then transfers the full buyback amount to the selected organization.
| Total donation amount | ¥524,031,517 （as of May 31, 2026） |
| Number of partner and recipient organizations | 160 |
| Recipient of support | Disaster relief (conflict and natural disasters), healthcare and welfare, support for children’s independence, culture and entertainment, community support, animal welfare, and more. |
About “Kimochi To.”https://www.bookoffonline.co.jp/files/sellfund– Japanese only
Donate In-Store with “Omakase Kaitori”
Customers using Omakase Kaitori, an in-store buyback service that allows them to receive payment immediately via BOOKOFF Points or bank transfer without waiting for an appraisal, may also choose to donate the full buyback amount directly to the Central Community Chest of Japan (Red Feather Community Fund). Donations are distributed through the Community Chest organization in the prefecture where the store is located and are used to support a wide range of local welfare initiatives benefiting older adults, people with disabilities, children in need of assistance, and other members of the community.
https://www.bookoff.co.jp/sell/spuketori.html– Japanese only
Sustainabook Project
Launched in 2023, the Sustainabook Project donates used books to create more opportunities for children to read and help reduce regional disparities in access to books. During the campaign period, used books equivalent in value to donations calculated based on the number of books purchased from customers at participating stores are donated to children's facilities and other organizations in need. The program focuses primarily on prefectures where the number of public libraries is below the national average. By extending the life of books that have already been read, the project helps reduce waste while providing an easy and accessible way for anyone visiting a BOOKOFF store to participate in social contribution activities.
| 2023 | 2024 | 2025 | |
| Participating stores | 39 | 145 | 360 |
| Target regions | 5 | 16 | 25 |
| Number of customers selling items | 58,794 | 197,918 | 570,446 |
| Number of items sold | 1,608,031 | 5,708,604 | 15,180,769 |
| Number of donated books | 2,500 | 5,325 | 5,884 |
| Number of recipient facilities | 25 | 50 | 73 |
https://www.bookoff.co.jp/sbp– Japanese only
R-LOOP: Donations through Reuse in Your Local Community
R-LOOP, a collection box for unwanted items that promotes a lifestyle centered on “choosing not to throw things away,” enables items to be reused or recycled simply by placing unwanted clothing and household goods in boxes installed at convenient locations such as commercial facilities and hotels.
" After collection, items are inspected and reused through the BOOKOFF Group's overseas reuse stores, including Jalan Jalan Japan. Donations are made to nonprofit organizations based on the volume of items successfully reused, while clothing that does not meet our reuse standards is recycled by BPLab Inc.For every kilogram of items that are reused, 1 yen will be donated to an NPO.
https://www.rloop.jp/– Japanese only
Relationship with Franchisees
BOOKOFF’s Franchise System
The BOOKOFF Group has a network of roughly 800 stores, of which approximately 380 stores are operated by franchisees. The Franchising Division has concluded partnerships with roughly 60 franchisees, with the aim of enhancing brand value by providing superior service through store operations that are rooted in the lifestyles of each store’s customers.
Extensive preparations are made prior to the opening of a store, including basic training and the dispatching of instructors from the head office, and on-the-job training through sales department of Tokyo branch and 5 regional branches around Japan, to ensure that the opening goes smoothly.
In addition, after a store opens, head office supervisors maintain communication with owners and store managers through regular visits and training programs, and backup is provided with proposals for various sales campaigns and promotional plans that take advantage of the economy of scale.
Support Structure for Franchise Owners
We support the owners and store managers of franchise by assigning general managers and supervisors for franchise.
The head office and branch offices also hold regular meetings of owners and training sessions to exchange information.
Owners’ meetings
Biannually (held biannually by the head office)
*As of 2020, to prevent the spread of COVID-19, the National Owners' Meeting has been canceled and will be streamed online instead.
Scenes from the 2019 National Owners' Meeting
Various training
We support the owners and store managers of franchise by assigning general managers and supervisors for franchise at sales department of Tokyo branch and 5 regional branches.Annual branch manager training and various regular training is held to exchange information.
Training session for store managers
Information sharing system
We operate a dedicated website called "Yomuyomu Hiroba" that provides the latest information from headquarters, information sharing with directly managed stores, and sales data from our own stores.
Information sharing system "Yomuyomu Hiroba"
FC Awards
We are holding an internal awards program called the BOOKOFF Awards for all our franchisees.
The awards are based on sales performance, customer service, sales floor planning, and other factors, and the best and most outstanding stores are recognized.
Details of the results of the BOOKOFF Awards 2024 are available on the BOOKOFF service site.
BOOKOFF service site– Japanese only
Dialogue with customers
At BOOKOFF Group, we carefully register and manage customer feedback in a database under a strict personal information protection framework. All feedback—excluding personally identifiable information—is then shared throughout the organization via an internal system to improve store operations, services, and overall business quality.
Insights gained from our daily interactions with customers are compiled as Voice of Customer (VoC) reports, which are submitted monthly to the President & CEO and relevant executive officers. These reports help ensure that management and store support divisions understand the customer’s point of view and can quickly formulate and implement improvement measures.
Dedicated Customer Support for Greater Satisfaction
We operate a dedicated Customer Support Desk to respond to inquiries and feedback via phone and email. To maintain and enhance our service quality, all feedback received is promptly shared with both stores and headquarters through our internal intranet. This open communication fosters company-wide awareness and leads to ongoing improvements in customer experience.
