FAQs

Order details

Please see our Shipping page.

 

Returns and Refunds

Please see our Returns and Refunds page.

 

Order Issues

What if my item is lost in transit?

In the unlikely event that your item is lost in transit, a full refund will be issued once the matter has been investigated with our courier.

What if my item is broken when I receive it?

Let us know as soon as possible by emailing us at [email protected] with pictures of the packaging and the item itself. We will then arrange for a replacement product to be sent or for a refund to be issued, once we have investigated the matter with our courier.

 

Payment

What payment types can I use?

The following forms of payment are accepted: Mastercard, Visa, Visa Electron, VPay, American Express and Maestro Credit and Debit Cards.

When is payment taken?

Payment will be taken in our online checkout before the order is confirmed.

 

Product

How will I know how to care for the item I have bought?

The product pages on our website contain care instructions for our products – please refer to this information. For certain products, we may place an instruction leaflet in the box along with the item you have purchased.

If you require further support please get in touch  by emailing us at [email protected].

How will I know the size and colour of the item I have purchased?

The product pages on our website contain size and weight information. Images show the different colour variations available.

 

Technical

Trouble signing into your account?

If you are having problems signing into your account, please notify us by emailing us at [email protected]. Please note it may take up to 24 hours for technical issues to be resolved.

Your website is down

In the unlikely event of this happening, our teams will be notified immediately and will do everything they are able to restore service as promptly as possible. Please return to the site later to resume your purchase.

I cannot find you via my browser

Please let us know by emailing us at [email protected] letting us know which browser you are using and we will investigate. It should be possible to reach our site via any of the normal search engines and browsers. Our web address is www.japanhouselondon.uk; once on the site please click on the ‘Shop’ on the top menu.