Customer Service
COVID 19 / CORONAVIRUS UPDATE 2022:
All our stores are open as normal.
SHIPPING & DELIVERIES
We ship WORLDWIDE !
We are using Royal Mail to dispatch all orders.
Please note that we do not currently offer same day dispatch.
When placing your order on a Monday, the earliest dispatch date would be Tuesday. If placing your order on a Friday, the earliest dispatch slot would be Monday.
Most orders are sent out the next business day (Monday to Friday). To qualify, process your order before 6PM. However, please allow up to 2 business days for your order to be handled and sent out.
We offer various shipping options:
For the UK:
We offer a flat rate regardless of the total weight of your order for this service:
- Royal Mail 2nd Class Recorded Delivery (3 to 4 days) - £4.49
We have other options based on the total weight of your order for the U.K. :
- Royal Mail 1st Class Recorded Delivery (2 to 3 days) From £5.99
- Royal Mail Special Delivery Guaranteed by 1pm (1 to 2 days) From £8.99
(Please note that delivery lead times are to be used as a guideline only)
For Europe:
Royal Mail International Tracked & Signed For Europe (5 to 10 days depending on final destination)
- 0g to 100g - £8.20
- 101g to 250g - £8.70
- 251g to 500g - £10.15
- 501g to 750g - £11.10
- 751g to 1000g - £12.51
- 1001g to 1500g - £15.21
- 1501 g to 2000g - £18.00
For the rest of the world:
Royal Mail International Signed For (5 to 20 days depending on final destination)
- 0g to 100g - £9.00
- 101g to 250g - £10.05
- 251g to 500g - £12.90
- 501g to 750g - £15.40
- 751g to 1000g - £18.15
- 1001g to 1500g - £25.00
- 1501 g to 2000g - £29.00
Buyers from outside the European Union: please note that any import tax and custom duty have to be paid by you and are not included in the selling price. If unsure, always check with your local authority.
Please note that delivery time lead times are to be used as guideline only. We cannot be held responsible for any delays that could occur due to bank holidays, Christmas rush, weather conditions and/or any other special circumstances that could delay the delivery of your order.
When placing an order with us, you will always receive a tracking number.
To track and trace your order, simply visit the Royal Mail website at www.royalmail.com
RETURNS & REPLACEMENTS
We welcome returns within 14 working days (Monday to Friday), effective from the day you receive your order.
You must inform us that you wish to return your purchase within this time frame prior sending anything back. Simply send an email to contact@japancraft.co.uk stating: your name, address, order number & reason for returning the item.
Returns must be:
- Unused
- In perfect condition
- Sent back with their manual and gift box
- Preferably sent back in their original packaging to ensure maximum protection
- Sent back using a delivery service of your choice (preferably a recorded service, please note that you are responsible for the goods until the parcel reaches us)
Please note that postal fees will not be refunded unless the wrong item was sent out or your product is defective.
Refund or replacement will be processed within 3 working days after receiving your return.
ORDERING
To order, simply add the item that you like to your cart.
You can create or use an existing account to process your payment.
If you do not have an account don’t wish to create one, you can also process your order as a guest.
If you place an order containing more than one product, we can only ship it once all items have become available.
PRE-ORDERS
Some items quailify for pre-orders. The release date is indicated in the product description (ETA: Estimated Time of Arrival). Even though rare, release dates can change at any time without notice.
When placing a pre-order, you will be charged immediately.
As soon as the stock becomes available, we will ship your order.
If you pre-order several items that will be released at different times, please note that we can only dispatch your order once all products have become available.
If you wish wish to receive all your products as quickly as possible, we recommend that you place separate orders to avoid having to wait for the other ones to be released.
You can cancel your pre-order at anytime before shipment for a full refund.
PAYMENTS, PRICING & PROMOTIONS
We accept most debit and credit cards.
You can use 3 different gateways to process your payment: PayPal, SagePay & Amazon Payments.
PayPal:
Safer with every transaction:
PayPal delivers one of the most secure payment platforms in the world. After more than a decade as a leader in online payments, we've learned a thing or two about keeping your information safer. Whether you’re buying, selling, or transferring money, you get an extra layer of security when you use PayPal. That’s because all your financial information (like your bank account details and your credit card number) is securely stored and encrypted on our servers. So you don’t need to share your financial information with the person receiving or sending the money and expose your details online or in public.
In addition, your transactions are monitored 24 hours a day, seven days a week, by a dedicated team of security specialists whose sole purpose is to identify suspicious activity and help protect you from fraudulent transactions. If a transaction doesn’t go as planned, or you’re worried about anything at all, like fraud or phishing, it’s easy for you to report issues and get help. On top of all this, we provide additional protection on your eligible purchases and sales through our Buyer Protection and Seller Protection policies, described below.
Buyer Protection: If an eligible item that you’ve bought online doesn’t arrive, or doesn’t match the seller’s description, our Buyer Protection will reimburse you for the full amount of the item plus postage and packaging costs. Buyer Protection covers all your online purchases, on eBay or on any other website, when you use PayPal. It also covers you when you make a payment on our website. What’s an eligible item? Only physical goods that can be posted and aren’t prohibited by law are covered. Here are a few examples of situations where an item doesn’t match the seller’s description: you bought a book and got a DVD, you bought a new item but got something that was used, you bought 3 items but only got 2, the item was damaged during delivery, the item is missing major parts (that the seller didn’t disclose), or you purchased an authentic brand but got a fake instead. If the seller has accurately described an item, but you’re just not happy with it, that doesn’t qualify for Buyer Protection. What’s not eligible? Buyer Protection does not cover certain kinds of purchases. These include: digital goods (intangible items), services, property, vehicles (of any kind), custom made items, airline travel, or items that violate our policies (stuff that’s usually prohibited by law anyway). Purchase Protection also does not cover items that you purchase in person, or money you send to friends and family. What’s the process? You must open a dispute in within 45 days of your payment to initiate the Buyer Protection process. If you don’t receive a response from the seller that you’re happy with, you must escalate the dispute to a claim with in 20 days of when you first opened the dispute. When you escalate your dispute to a claim, you’re asking PayPal to make a decision. We will then investigate the claim and make a decision on your eligibility in accordance with our User Agreement.
SagePay:
The UK's most recommended gateway provider.
With security and service at the heart of our business we ensure that the transaction process is a safe and secure one. From card data protection and secure payment processing to customer service, we take all the vital steps to help maintain your business reputation. Every transaction is encrypted to the highest global standards and once on our systems, all sensitive data is secured beyond the levels demanded by the payments authorities and card schemes. We have multiple private links into the banking network which are regularly monitored and all data is safeguarded by our twin data centres and state of the art disaster recovery.
