F.A.Q.

Delivery
Delivery is charged according to the following schedule:

Standard delivery (3-4 working days):
0-25g: 80p
25g-1kg: £3.80
1kg-2kg: £5

Express delivery (1-2 working days):
0-25g: £1
25g-2kg: £7
2kg-5kg: £8.50
5kg or over: £11

We use Royal Mail for orders weighing 25g or less. For heavier orders, standard delivery is via Hermes, and express delivery via DHL. From time to time, we may vary the couriers we use. Delivery times are quoted from the date of dispatch. Please note that we dispatch on Mondays, Wednesdays and Fridays only. Tracking will be provided for orders dispatched via Hermes or DHL.

Collection is also available from our Leeds address on Mondays, Wednesdays and Fridays. By special arrangement, we can offer collection on Sundays. Please email us to arrange your collection time.


Pre-orders and special orders
At this time, we do not charge for pre-orders. Occasionally, we may not receive enough stock to fulfil all pre-orders - in this event, pre-orders will be fulfilled on a first come, first serve basis. If we are unable to fulfil your pre-order, you will not be charged.

We are able to accept requests for special orders for specific items. If you request a special order, we will attempt to locate the item for you, and quote you a price. If you decide to proceed based on the price, we will place an order for the item at that time. We may ask for a partial payment before we place the order.


Price match guarantee
We offer a price match guarantee against any identical item from other retailers in the UK. In order to be eligible for the price match, the item must actually be in stock, physically located in the UK and in the same condition. Please note that items listed on eBay or Amazon are not eligible for the price match.


Cancellations and returns
You may cancel your order for any reason up to 14 days from receipt of goods. You are responsible for the cost of returning goods to us. Refunds for cancelled orders will be issued within 14 days from the date that the goods are returned to us, or 14 days from when you provide us with proof of sending (e.g. a tracking number or postage receipt with address). You are responsible for the cost of return postage.


Refunds include the original cost standard delivery. If you selected Express delivery where Standard delivery is available, we are only responsible for refunding the cost of Standard delivery. If Standard delivery was not available (e.g. due to the weight of the order), we will refund the full cost of delivery.

If you partially cancel an order, we will pro-rate the cost of delivery for the returned item.

We reserve the right to make a deduction on the value of the goods in the event that you have handled the goods more than necessary, e.g. by opening sealed packets.

If you wish to return goods because they are defective, you have up to 30 days to do so. In this event, we will also refund you the cost of returning the goods to us. After 30 days, we may, as an alternative, offer you a replacement, or partial refund.

This information does not affect your statutory rights. Your rights to return or cancel goods are governed by the Consumer Contracts Regulations 2015.

For any questions please email us at: info@japan-cool.uk.