It may take between 1-2 working days for us to prepare your order for shipping. You will be notified by email once your order has been dispatched.
If for any reason you do not receive your notification email, please contact us as soon as possible at firstname.lastname@example.org.
Please note that occasional delays may incur due to stock allocation. Should any delays be incurred outside the standard dispatch time, we will notify you via email.
UK STANDARD DELIVERY
Free Shipping over £50 except for items from Japan
All UK Standard orders will take between 2 to 3 working days for delivery using Royal Mail.
Thin Item under 10 g £1.50
Large Letter up to 500 g £2.85
Parcel up to 5 kg £3.85
Tracked Parcel up to 5 kg £7.00
ITEMS FROM JAPAN BY UPS
All parcels will take between 5 to 10 working days for delivery using International Shipping from Japan.
ITEMS FROM JAPAN BY INTERNATIONAL E-PACKET
However, we provide the service at the same price via courier shipping.
No Additional costs such as VAT and Custom Duties upon Arrival.
All parcels will take between 8 to 10 working days for delivery using International E-Packet from Japan.
The accurate shipping costs will be automatically calculated during checkout based on weight, dimensions and destination of the order. The shipping costs will be displayed on the checkout page.
RETURN & REFUND
We are happy to issue a refund for any unused item that is returned in its original condition and packaging (excluding sale items) within 14 days of receipt for UK orders, within 21 days for EU orders. Unfortunately, we cannot offer you a refund after the days stated above.
To be eligible for a return, your item must be unused and in the exact condition that you received it, including the original packaging. To complete your return, we require a receipt or proof of purchase. Please attach either an invoice or a copy of your purchase order email confirmation with your returned goods. *Please do not send your purchase back to the manufacturer.
When returning an item, please retain any proof of postage from your shipper. We will not be responsible for any item that is lost or damaged during return shipping. If you are shipping an item that is worth over £75, please consider using a trackable shipping service or purchase shipping insurance. We do not guarantee that we will receive your returned item. Please note, all shipping & handling fees cannot be returned.
Please send us an email regarding your return to email@example.com, quoting your name and order number. Our customer services team will assist you with any returns information.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed and a credit will automatically be applied to your credit or debit card or original method of payment within 3 to 5 working days.
DAMAGED & DEFECTIVE ETC.
To report any damages or defective product, please send us an email at firstname.lastname@example.org with relevant information and photos attached within 7 working days upon delivery.
Report a Shipping Damage
If your order is damaged during delivery, please keep all shipping boxes and packing materials as evidence for shipping damage claim. Please kindly email us with photos of the following listed evidence and our customer services team will get in touch with you.
Shipping Damage Claim Evidence
Photos of the damaged product
Photos of the shipping packaging & wrapping inside the carton
Report a Defective Item
If you believe that the item(s) you have received is defective, please kindly send relevant information with photos or videos attached to show the defective parts. After we receive your defective claim, our customer services team will review your claim and provide a solution by email.
We reserve the right to reduce a refund to reflect the loss of value for any damages caused by the customer as a result of unnecessary handling.
*Please do not send the defective items back to our store. We kindly ask you to hold on to your item until you have received instructions from our customer services team with regards to your defective claim.
*Please note that we will not cover any postage charge if the damaged or defective item(s) is sent back to our store before you submit a claim via email to email@example.com.