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Return and Exchange Policy

We would like to ensure you have the best possible experience when you shop or trade with us. So, if you are not satisfied with your purchase for whatever reason, you can return your item(s) for a refund provided that the guidelines listed below are met. We understand that sometimes mistakes are made and unpredictable circumstances can arise. Therefore we allow our customers to return any items purchased from us within 14 days of the date of receipt.
 
All returns (with the exception of damaged or defective items) are subject to a 20% restocking fee (20% of order value). Shipping charges and fees such as Duty, Tax, or VAT will not be refunded in the event of a return. Any shipping, tax, or importation fees or charges associated with an international return are solely the responsibility of the purchaser. It is also the customer’s responsibility to ensure that any returned goods are properly packaged to prevent damage. Refunds will not be given for any returns which arrive damaged due to poor packaging.
 
If you would like to request an exchange for a product, you will be subject to a 20% restocking fee, along with the shipping cost of the new product. Please note that you will not be able to receive any goods in exchange until they have been completed (our products are typically made-to-order).
 

14 DAY RETURN POLICY

Notification of intention to return an item must be e-mailed to us within 14 business days of receipt of the original order. Please refer to the section on “How to make a return” on this page for specific instructions. No request for returns will be accepted after this 14 day period has passed. Any returned or exchanged item must be in a brand new, unused condition. Accessories and home décor items must have all their original packaging, tags, instruction booklets, packing inserts, etc. included.
 
Please note that the following items are non-refundable:

  1. Used item(s)
  2. Custom-made order item(s)
  3. Sample(s)
  4. Item(s) purchased on special sale

DAMAGED AND DEFECTIVE ITEMS

Unfortunately, fragile items can sometimes be damaged during shipping.
We would like to ask you to contact us via email at customer-support@japanique.biz within 48 hours of receipt of a damaged item. Please retain the product along with all original packaging materials until you receive our confirmation. If you fail to report damage to an item within the requested time frame, we will not be able to file a claim with the courier company. This would mean we would not be able to accept responsibility for the damage. Once you file a claim we will commence an investigation and keep you informed on the matter.

HOW TO MAKE A RETURN

Simply follow these easy steps for a refund.
 
1. Send an e-mail to customer-support@japanique.biz with “RETURN REQUEST” in the subject heading within 14 days of receipt of the item. Please provide the following information:

  1. Purchaser’s full name
  2. Telephone number
  3. Invoice number
  4. Name of item(s) to be returned
  5. Quantity of items to be returned
  6. Reason for return

2. You will receive a “Return Form” and a detailed instruction from us via e-mail.
3. Pack your item(s) to be returned in secure packaging.
4. Ship item(s) to:
 
JAPANIQUE
Order Processing Dept.
3-9-G-201, Higashinara, Ibaraki, Osaka, 567-0861 Japan
 
Please mark the item as “VENDOR RETURN” to avoid duty and customs charges.

REFUND

Once we receive your return, your refund will be processed within 7 business days. You will be notified via e-mail to the e-mail address listed on your account when your order was placed. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us (normally 3-5 business days). Please contact us if you have any questions.