Customer Service
For email enquiries, please note the following;
To check the status of your order, please email customerservice@thejapaneseshop.co.uk
For stock queries or new product enquiries, please email Hiromi at hiromi@thejapaneseshop.co.uk
For wholesale, corporate or volume enquiries orders please email Jez at jez@thejapaneseshop.co.uk
If you prefer, you may also order from us in the following ways:
| Tel: |
(01423) 879888 Monday to Friday 09:00 - 17:30 |
| Fax: |
(01423) 879880 (Please include a telephone number) |
| Email: |
customerservice@thejapaneseshop.co.uk |
| Post: |
The Japanese Shop, 7 Beech Avenue Business Park, Harrogate, HG2 8DS, UK |
Gift Vouchers
We offer The Japanese Shop gift vouchers in £10.00 denominations which can be redeemed against orders placed online or in our shops.
Complaints
If you feel unhappy with us in any way please contact the Managing Director, Jez Willard, who will treat the matter in complete confidence, acknowledge your complaint within 3 days and aim to resolve the matter completely within 7 days.
You may contact Jez Willard in the following ways:
| Tel: |
(01423) 879888 Monday to Saturday 09:00 - 17:30 |
| Fax: |
(01423) 879880 (Please include a telephone number) |
| Email: |
jez@thejapaneseshop.co.uk |
| Post: |
The Japanese Shop, 7 Beech Avenue Business Park, Harrogate, HG2 8DS, UK
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Packaging
We fully recognise that many of our products could be considered to be fragile and therefore we take the utmost care to ensure that your order is extremely well packaged to ensure that it arrives safely as well as promptly. We also believe that we have a responsibility to our environment and as such we re-use boxes and packaging materials wherever possible.
Delivery
For delivery within the UK we offer the following options which include postage, packing and insurance within all areas of the UK, irrespective of how large or small your order. Please note that we can deliver to both a Post Office Box and to a BFPO address. Orders received after 3pm may not be despatched until the following day and therefore may incur an additional day in transit and please note that quoted transit times are working days and therefore do not include Saturdays, Sundays or Bank Holidays.
Delivery Options
£3.99 for delivery in 2-5 days
For orders under 5KG we use the Royal Mail Tracked service and for orders over 5KG we will use Parcelforce 48 hour delivery service.
£7.99 for delivery in 1-2 days
For orders under 2KG we will use the Royal Mail Special Delivery service and for those over 2KG we will use Parcelforce 24 hour delivery service.
£0.50 for brochures and greetings cards only.
This option is only available if you order a brochure or greetings cards and we will despatch your order by standard Royal Mail 2nd class delivery.
We will email you to confirm the despatch of your order and will advise you of the company that we have used for delivery as well as the consignment reference number. WE HIGHLY RECOMMEND THAT YOU KEEP A RECORD OF YOUR CONSIGNMENT REFERENCE NUMBER. In both cases the orders are scanned on collection from The Japanese Shop, into and out of the Royal Mail / Parcelforce depot, when they are out for delivery and finally when they have been delivered. If you are not home when the driver attempts to deliver, a card will be left for you to either go to the delivery office to collect your order or contact the delivery office and arrange for the redelivery at a date to suit you.
Tracking Your Order
In order to track your order you will need to enter the consignment reference number into the website of the delivery company, please note;
To track an order despatched by Royal Mail (who use a 13 digit consignment reference numbers beginning with DW, ZJ or RI), please click on http://track.royalmail.com/portal/rm/track?catId=22700601&gear=authentication. Please note that Royal Mail also have an automated telephone answering delivery tracking service on telephone no 0845 7740 740.
To track an order despatched by Parcelforce (who use consignment reference numbers beginning with PBJG), please click on http://www.parcelforce.com. Please note that Parcelforce also have a telephone answering delivery tracking service on telephone number 08708 501150.
The Islands and Highlands
Please note that we do not charge extra for delivery to Northern Ireland, the Scilly Isles, the Channel Islands or the Scottish Highlands, the standard charges of either £3.99, £7.99 or £0.50 still apply and when placing an order in the ‘Delivery Options’ section, you should select the 'UK Mainland' option. We do however recommend that you allow an extra couple of days for delivery to these destinations.
International Delivery
We welcome customers from all over the world and have previously even despatched orders back to Japan! If you would like your order to be delivered outside the UK mainland, please select the 'International' option, followed by the ' International - Quote to follow' option on the next page. On receipt of your order we will then advise you of the options for international delivery, by email. Please note that we will only confirm your order and charge your credit card, after we have received your confirmation by email that you accept the delivery charge. You can also specify which carrier you would like us to use if you wish, please state your choice in the 'Special Instructions' box at checkout.
Gift Wrapping
We offer a FREE ‘Japanese Style’ gift wrapping service on all orders and can arrange greetings cards and gift tags if required. If you would prefer us to deliver your gift direct to the recipient simply complete their address details on the checkout order form and we send your order to them and the receipt to you.
Returns
If for any reason you are not completely satisfied with your purchase, please return it to us within 28 days for a prompt exchange or a full refund. Pierced earrings may not be returned unless faulty. Please keep your proof of posting certificate as unfortunately we can't be held responsible for any items which are lost in the post. The goods must be returned unused and in their original packaging to the following address:
The Japanese Shop Ltd, 7 Beech Avenue Business Park, Harrogate, HG2 8DS
On receipt of the goods, and assuming they are in a re-saleable condition, we will refund both the price of the goods and the postage paid within 7 days of receipt of goods. The Japanese Shop will not be responsible for the cost of returning the goods.
If your order is damaged please notify us within 7 days and we will arrange collection and on receipt we will arrange either a refund of the goods and the postage or an exchange, whichever you prefer.
Your Cancellation Rights
If you wish to cancel your order you have the right to cancel your order, for any reason, within 7 working days, starting from the day after you receive the goods. Please keep your proof of posting certificate as unfortunately we can't be held responsible for any items which are lost in the post. The goods must be returned unused and in their original packaging to the following address:
The Japanese Shop Ltd, 7 Beech Avenue Business Park, Harrogate, HG2 8DS
On receipt of the goods and assuming they are in a re-saleable condition, we will refund both the price of the goods and the postage paid within 7 days of receipt of goods. The Japanese Shop will not be responsible for the cost of returning the goods.
Security
Please remember that our online shop is fully secure to ensure that you can shop with complete confidence.
Terms and Conditions
All items are subject to availability and all website details including prices, are subject to change and notification of any relevant changes will be given to the buyer following receipt of order. The buyer will subsequently be offered the opportunity to cancel or amend the order. VAT is included at the current rate of 17.5%.
All dimensions (in cm) are approximate.
Payment must be tendered with the order and orders will only be accepted on receipt of cleared funds. The Japanese Shop Ltd reserve the right to refuse an order.
The Japanese Shop Ltd will ensure that goods are delivered within 14 days.
The Japanese Shop Ltd will not be liable for any delay in delivery of the goods however caused.
Returned goods must be unused, in their original packaging and in the same condition as received by the buyer.
The entire liability of The Japanese Shop Ltd under the contract to which the order relates is limited to the value of the order and The Japanese Shop Ltd will have no liability for consequential loss, except where losses were within the contemplation of both parties.
Claims in respect of defective products must be notified within 6 months and no refunds will be given for later notifications.
These limits and exclusions do not apply to liability for personal injury or death caused by the negligence of The Japanese Shop Ltd.
This does not affect your statutory rights as a consumer.
Privacy Policy
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Information is collected and managed by The Japanese Shop Ltd in a lawful manner, in accordance with the Data Protection Act 1998 and relates only to that provided at the time of registration or ordering. The purpose for collecting information is at present purely to facilitate postal and email direct marketing campaigns and we do not share with or sell this information to any other organization.
For all matters concerning privacy please contact the Managing Director, Jez Willard, at jez@thejapaneseshop.co.uk
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