The Japanese Shop Customer Service

Packaging

We fully recognise that some of our products are fragile and therefore in true Japanese fashion 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 whenever possible. 

Delivery within the UK

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 12 noon 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.

£4 for delivery in 3-5 working 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.

£8 for delivery in 1-2 working 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.

We will inform you as soon as we can if we become aware that we will be unable to deliver a product within the timescales requested and you may agree an alternative delivery period or you may cancel the order. In no event shall we be liable for any losses you may suffer for any delay in delivery (howsoever caused) and whilst we will try to ensure that goods are delivered within 14 days, time for delivery shall not be of the essence.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.

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, however we do recommend that you allow an extra couple of days for delivery to these destinations.

International Delivery

£10 for delivery in 5-7 working days to countries within the European Union

£20 for delivery in 5-10 working days to the Rest of the World

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. We will then charge your credit card for the cost of the goods only and on receipt of your order we will then advise you of the options for international delivery, by email. When you have selected the most suitable delivery option we will then charge you for the delivery and despatch your order. If you do not accept any of the delivery options you can of course cancel your order completely and we will refund the cost of the goods.

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 Royal Mail Tracking. 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 Parcelforce Tracking. Please note that Parcelforce also have a telephone answering delivery tracking service on telephone number 08708 501150.

Gift-Wrapping

Having lived in Japan we understand and appreciate the real care that goes into both the wrapping of gifts and the presenting of gifts in Japan which is sometimes more impressive than the actual gift itself!  We deeply respect this fascinating element of Japanese culture and although we cannot claim to achieve the same degree of style that they do in Japan we do offer a FREE gift-wrapping service with all orders (except Trade) and we do use a specially imported paper from Japan for the purpose.  Finally, to add our own finishing touch and to show that we care we also affix either a small origami crane (symbolising peace and love) or a small mizuhiki motif to the corner of your gift.

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 Japanese Shop Ltd, 43 Hookstone Road, Harrogate, HG2 8BT.

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.  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.

If you choose to exchange the product for a more expensive item, you must include any additional payment with the returned product.  A replacement product will not be despatched until such additional payment has been received.

Your Privacy

Information is collected and managed by The Japanese Shop Ltd in a lawful manner, in accordance with the Data Protection Act 1998. 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 organisation. For more information regarding how your personal data collected during your use of the website will be treated by us, please see our privacy policy. Please be aware that we may modify our privacy policy from time to time in our sole discretion and we urge you to check the privacy policy regularly to obtain the most up to date copy.

Complaints

If you wish to make a complaint, please email Jez Willard, the Managing Director at jez@thejapaneseshop.co.uk who will treat the matter in complete confidence, acknowledge your complaint within 3 days and aim to resolve the matter completely within 7 days.

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.  To cancel your order you will need to notify us in writing by email or post at the addresses set out at the beginning of these Terms and Conditions.  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 Japanese Shop Ltd, 43 Hookstone Road, Harrogate, HG2 8BT [within 14 days of your receipt of the goods].  On receipt of the goods by us 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 our receipt of the returned goods.  As mentioned in paragraph 6 above, for reasons of personal hygiene, you cannot cancel an order for earrings for pierced ears unless they are still in their original sealed packaging and neither the product nor the packaging has been used or tampered with.

Website Access

Whilst we have taken all reasonable steps to ensure the accuracy and completeness of the information on this Website it is provided on an "as is" basis and we give no warranty and make no representation regarding the accuracy or completeness of the content of this Website.  Further, no warranty is given that the Website shall be available on an uninterrupted basis, and no liability can be accepted in respect of losses or damages arising out of such unavailability.

Access to and use of this Website is at your own risk.  We do not warrant that the use of this Website or any material downloaded from it will not cause damage to any property, including but not limited to loss of data or computer virus infection.  We accept no liability for viruses. We recommend that you take all appropriate safeguards before downloading information or images from the Website.