Claim & Return policy
Modifying an order
It is unfortunately not possible to modify an order on our store. If you changed your mind or made a mistake, the best way to solve the issue is to cancel your current order and, if you wish, make a new one including your favorite products.
See paragraph below for details.
Cancelling an order
It is possible to cancel an order as long as it has not shipped yet, although we strongly recommend cancelling within 2 hours after placing the initial order, mostly to avoid any trouble with the logistic.
To cancel your order, simply get in touch with us through our contact form.
From there, select the "Cancel an order" topic as well as entering your order ID in the "Order number" field, so that we can catch your message as soon as possible.
Once we get your message, we will proceed directly to cancelling your order and initiate a full refund of the total amount, directly on the bank account linked to the credit card used for the payment.
Please note that it may take up to 2 to 5 days for a refund to be confirmed on your bank account.
If you wish to place a new order quickly without having to spend more money before your refund is confirmed, we can provide you a store voucher of the same value instead of a bank refund: In that case, just let us know your choice in your initial message and we will provide you with a voucher code equalling the amount of the cancelled order, to be used during the checkout process for your new order.
Returning an item
As a general rule, it is very important that upon receiving an order to carefully check it up and make sure that every products you ordered have been included to the package.
Although we always take great care in storing, preparing and processing our products, in the event of receiving a wrong or damaged item, please contact us within 3 days after the delivery so that we can give you instructions for a quick exchange* or a refund**.
* An exchange is possible only if the specified item is still in stock. If not, we can offer you a similar product of a similar value or a refund at your convenience.
** A refund can be made as a store voucher of the same value (recommended) or as a bank transfer on the account used for the purchase. In case of an order made with Cash on Delivery shipping, we will kindly ask you to provide your bank information for a bank transfer.
Please note that for any missing item of your order, we can only offer a voucher of the missing product's amount.
Regarding any exchange/refund request, we will arrange a pick up of the item with our logistic partner at no extra cost for you, under the condition that the product is being shipped in its original packaging.
After receiving and reviewing the product for approval, we will proceed to an exchange or a refund at your convenience.
For your information it may take up to 6-8 days in case of an item replacement from the moment of your request to actually receiving a new product, and 6 to 10 days for a refund to be confirmed on your bank account depending on the bank handling the request.
Thank you for your patience and understanding in that matter.
We will not be able to offer any replacement/refund for a product if :
- we cannot arrange a pick-up with our logistic partner for various reasons (product has been thrown away by the customer, original packaging is not available, etc)
- you contact us after the 3 days deadline mentionned above. As we are mostly dealing with perishable food, it is a mandatory requirement.
- a product has been damaged, soiled or partially consumed by the customer after delivery.
Thank you for your understanding.
In any case, we always carefully handle on a case-by-case basis every single claim and we try our best to leave you satisfied about any request, so feel free to contact us for any kind of issue.
A happy customer makes us happy too.
In order to avoid any trouble with the delivery, we recommend you to regularly track your order on our shipping partner's website.
Your tracking information and a direct link to the tracking website are provided within your shipping confirmation e-mail, as well as your customer account in the My Orders section. From there click on the Track button available in the top-right corner of each orders of the list.
In case you are prevented from accepting the delivery of your order, it will be stored for one week by the postal service before being shipped back to us: Please make sure to contact your nearest Japan Post office as soon as possible to reschedule a delivery.
In case your parcel has been sent back to our warehouse due to various reasons (wrong shipping address, rejected delivery, etc.), please contact us directly to sort this issue out, although we might not be able to offer a full refund depending on the situation.