Terms and Conditions


Please find below the Terms and Conditions for online purchases from The Shop at Japan House London (https://shop.japanhouselondon.uk/) (the Site). Except for the section on gift cards (clause 7), these Terms and Conditions do not apply to purchases made in person at The Shop at Japan House London.


Each of the Goods available on the Site is ordered and described on its own page (Product Page). The Product Page will contain terms and conditions specific to the Goods. We may contact you by email with further information about the Goods (including, if applicable, the existence and conditions of any guarantees) after we have received your purchase enquiry form (see clause 2.2). If anything on the Product Page or in our subsequent email to you is in conflict or inconsistent with anything in these Terms and Conditions, the provisions of the Product Page and our subsequent email will prevail.


1.1 These are the Terms and Conditions on which we supply goods to you (the Goods).
1.2 We are The Shop at Japan House London, the trading name of Japan H.L. Enterprises Limited, a company registered in England and Wales with company registration number 12676208. Our registered office is at 101-111 Kensington High Street, London, W8 5SA, United Kingdom.
1.3 You can contact us by telephoning us at +44 20 3972 7096 or by writing to us at theshop@japanhouselondon.uk.


2.1 We will supply or otherwise procure the supply of the Goods available on the Site.
2.2 Your order constitutes an offer to us to buy the Goods. Our acceptance of your order will take place when we email you to accept it, at which point a legally binding contract will come into existence between you and us on these Terms and Conditions.
2.3 These Terms and Conditions will relate only to those Goods which have been confirmed in our order confirmation email.
2.4 We will tell you if we are unable to accept your order and will not charge you for the Goods.
2.5 Our website is solely for the promotion of our Goods in the UK. We do not currently accept orders from or deliver to addresses outside the UK.


3.1 We are under a legal duty to supply Goods that are in conformity with the contract between you and us. Goods we supply to you must be as described; fit for purpose; and of satisfactory quality.
3.2 Without affecting our obligations under clause 3.1 the images of the Goods on our website are for illustrative purposes only. For example, the exact colour of the actual Goods may differ slightly from the images displayed (particularly for handmade Goods).

Delivery of Goods
3.3 We will set out the costs and estimated time period for delivery in the order confirmation email that we send you.
3.4 We will use our reasonable endeavours to fulfil and deliver your order to the delivery address you provide us with within a reasonable time period following the day we accept your order. If due to an event outside our control (see clause 13) we are unable to fulfil your order within a reasonable time period (or within 30 days following the day we accept your order), then we will email or contact you to let you know.
3.5 If you have asked to collect the Goods from our premises, you can collect them at any time during our opening hours which are displayed on the Japan House London website.
3.6 If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 10.1 will apply.

Responsibility for and ownership of the Goods
3.7 Goods you have ordered will be your responsibility from the time we deliver them to the address you gave us or from the time that you collect them from our premises.
3.8 You will only own the Goods once we have received payment in full.

Changing your mind
3.9 You may cancel your order at any time within fourteen (14) days, beginning on the day after you received the Goods. In this case, you will receive a refund of the price paid for the Goods in accordance with our refund policy set out in clause 6 below.
3.10 To cancel your order, you must inform us in writing and return the Goods to us in the same condition in which you received them and at your own cost and risk. You must either return the Goods in person or post them back to our premises. You must take reasonable care of the Goods while they are in your possession and if you fail to comply with this obligation we may refuse a refund or reduce the value of your refund.
3.11 The right to change your mind (as outlined in clause 3.9) does not apply to: items made to your specification or which are personalised; and Goods which by reason of their nature cannot be returned (such as hygiene products which have been unsealed) or which are liable to expire rapidly.

Defective Goods
3.12 We confirm that the Goods upon delivery will be of satisfactory quality. You should notify us of any defects as soon as possible. If asked to do so, you should return the Goods to our premises for us to examine. If the Goods are found to be defective you will either receive a full refund (as per clause 6.1.2) or, if possible, we will repair or replace the Goods at our cost.
3.13 We will not be liable for any claims that the Goods are not of satisfactory quality if: the defect arises because you failed to follow instructions as to the storage, installation, commissioning, use or maintenance of the Goods; or you altered or repaired the Goods without our consent.


4.1 Unless otherwise agreed by us in writing, the price for our Goods will be the price as displayed on the Site from time to time. Should value added tax be payable or applicable, the price will clearly state that value added tax is included in the price.
4.2 You must make all payments due in advance and without any deduction. You will receive an email from us confirming receipt of all sums due.
4.3 Prices may change at any time, but changes will not affect orders in respect of which we have already sent you an order confirmation.
4.4 It is always possible that, despite our best efforts, some of the Goods listed on the Site may be incorrectly priced. We are under no obligation to provide the Goods to you at the incorrect price, even after we have sent an order confirmation.


5.1 We accept Mastercard, Visa, Visa Electron, Vpay, American Express and Maestro credit and debit cards].
5.2 All payments are subject to the following conditions:
5.2.1 we cannot accept liability if payment is refused or declined by the credit/debit card supplier for any reason;
5.2.2 you must be the registered owner of any credit or debit card used for payment, or have legal authority from the card holder to make payment; and
5.2.3 if the card supplier declines payment, we are under no obligation to bring this fact to your attention. You should check with your bank/credit/debit card supplier that payment has been deducted from your account.
5.3 We reserve the right to suspend the supply of Goods if we do not receive full payment for the Goods before we deliver them to you.


6.1 If you return the Goods:
6.1.1 and have cancelled the order within fourteen (14) days (see clause 3.9 above), we will process the refund due to you as soon as possible and, in any case, within fourteen (14) days of the day on which we receive the Goods back from you. In this case, we will usually refund the price of the Goods in full and any standard delivery charges. However, we may reduce your refund of the price (excluding applicable delivery charges) to reflect any reduction in the value of the Goods, if this has been caused by you handling them in a way which would not be permitted in a shop.
6.1.2 where you are entitled to a refund for any other reason (e.g. because the Goods are defective (see clause 3.12)), we will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within fourteen (14) days of receipt of the e-mail confirming that you are entitled to a refund. In respect of the return of defective Goods, we will be responsible for the reasonable costs of you returning the items to us.
6.2 Refunds will only be made to the payment method used for the original transaction.


7.1 Our gift cards can only be used in store at The Shop at Japan House London or online at the Site.

7.2 Gift cards cannot be exchanged or redeemed for cash. If you bought your gift card online then clause 3.9 and clause 6 apply in respect to your right to cancel and receive a refund. Gift cards bought in store are non-refundable.

7.3 The gift card will expire on the date stated on the back of the gift card. Any value remaining on the gift card after the expiry date is non-refundable.

7.4 If you purchase Goods using a gift card and are entitled to a refund, we will reimburse you via the gift card.

7.5 We do not accept liability for lost, stolen or damaged gift cards.

7.6 We reserve the right to cancel any gift cards at our sole discretion where fraud or misuse is suspected.


8.1 We will process your personal data in accordance with our privacy notice which is available at: https://www.japanhouselondon.uk/company/privacy-policy/


9.1 We only supply the Goods for your personal domestic and private use. You agree not to use the Goods for any commercial, business or re-sale purposes, and we therefore have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
9.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so, including: liability for death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Goods, or, indeed, any other matter for which it would be illegal for us to exclude or attempt to exclude our liability.


10.1 We may end the contract between you and us if you break (breach) it, including if you fail to pay the price of the Goods. If we end the contract for your breach we will refund any money you have paid in advance for Goods we have not provided but we may deduct or charge you compensation for the net costs we will incur as a result of your breaking the contract (such as delivery costs).
10.2 If the contract between you and us is terminated, you will continue to be responsible for the price attributable to those Goods provided up until the date of termination.


11.1 We have the right to revise and amend these Terms and Conditions from time to time.
11.2 You will be subject to the Terms and Conditions in force at the time that you order Goods from us, unless any change to the Terms and Conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or we notify you of the change to the Terms and Conditions before we send you the order confirmation (in which case we have the right to assume that you have accepted the change to the Terms and Conditions, unless you notify us to the contrary within seven days of receipt by you of the new Terms and Conditions).


12.1 If we do not insist immediately that you do anything you are required to do under these Terms and Conditions, or if we delay in taking steps against you in respect of your breaking these Terms and Conditions, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the Goods, we can still require you to make the payment at a later date.
12.2 If we cannot enforce any part of these Terms and Conditions because any court or relevant authority decides that any of them are unlawful, void and/or unenforceable, this will not affect our right to enforce the rest of these Terms and Conditions which will continue in full force and effect.


13.1 We may delay the date of delivery or cancel the contract between you and us if we are affected by an event outside of our control, including any strike, lockout, disorder, fire, explosion, pandemic, government guidance or action, accident or stoppage of (or affecting) our business or work and which prevents or hinders our ability to perform our obligations under these Terms and Conditions. If this happens, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event outside our control, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any Goods you have paid for but not received.


14.1 These Terms and Conditions are between you and us. No other person shall have any rights to enforce any of its terms.


15.1 These Terms and Conditions are governed by and construed in accordance with English Law. The English Courts will have exclusive jurisdiction to deal with any dispute which may arise out of or in connection with these Terms and Conditions.