Shipping & Returns

Shipping & Returns†

Dispatch
all orders for items that are on our stock are dispatched within 2 working days. All orders for items that are not currently held in our stock are dispatched within approximately 14 days. All deliveries are made from the United Kingdom. We deliver goods worldwide. The approximate time of shipment to all European countries is 3-5 days; shipping time to non European countries is checked individually on request.†

Returns

Please read the following list of FAQs before sending your enquiry as many issues can be resolved with a few simple steps.
If your enquiry is not answered in the list please use the form below the FAQs to submit your question.

Q. Help! I searched for?????? On the website and canít find what Iím looking for/get wrong results!
A. just drop us an email customerdervice@japanesefooddirect.com we will be happy to assist you in any other enquiry.

Q. How much is shipping for XYZ product and how long does it take?
A. Shipping depends on the size and weight of your order and where it is being shipped to. In order to get your shipping costs simply add the items to your cart and proceed through the first page of the check out. You will only need to enter your address at this point and the next page will show you your shipping weight and cost. Entering your address here DOES NOT mean you are agreeing to buy the items and we do not use your details entered in ANY way. Shipping times vary, Orders over 2KG in weight are shipped via the courier and take on average 2-3 working days. Orders under 2kg are shipped via Small Parcels Mail and may take up to 1-2week to reach your part of the world. The closer you are to the UK the quicker you will get your parcel.

Q. XYZ Item was on the store yesterday but is out of stock. Do you know when it will be back in stock?
A. We do try to keep stock levels up so that stock arrives before we run out but occasionally we will have a run on an item. Most items on the store are re-stocked within 1-2 weeks.

Q. What is your return policy?
A. You may return a product for refund or exchange (if due to our error) within 7 days of the order shipment date. (The order shipment date and order notification are provided to you by email). All returns must be accompanied with a Return Merchandise Authorisation number (order number #).

Q. If we shipped you the wrong product, or it arrived defective or damaged
A. No problem. Just contact us within 7 days of the item's original shipping date to arrange for the return of your purchase. We will send a replacement or refund you for your purchase, provided the returned item(s) are received back in their original packaging, along with the invoice.

Q. If you ordered the wrong item, wrong size, or simply changed your mind
A. we will refund you for your purchase (minus the shipping cost), provided the returned item(s) are received back in their original packaging, along with the invoice provided your purchase is in "as-new" condition, and the purchased product was not noted as a clearance, close-out or non-returnable item. When your return is received, you will be issued a refund to your credit card/PayPal account for the merchandise only).
Ship your package back to us at the following address:
Japanese Food Direct (online)
Arch 63, Parkside Business Park,
Blackhorse Road,
London
SE8 5JAUnited Kingdom

Please make sure you contact us before returning any item. Any item returned without our knowledge will be refused.

Please also note that the items remain your property until we have received them.You are therefore responsible for your goods while they are in transit to us.For your own protection we recommend using a secure recorded delivery method such as Royal Mail Special Delivery.

Q. Can I just exchange my items for new ones?.
A. At this time, we do not process even exchanges. If you need a different size or colour of an item you ordered, when your return is received, you will be refunded for the amount of the item.

Q. I'm interested in becoming an affiliate partner with Japanese Food Direct store.
A. Write to our marketing department marketing@japanesefooddirect.com

Q. We would like to sell Japanese Food Direct (online)
merchandise in our High Street store, can you supply me in large quantities?
A. Write to our marketing department marketing@japanesefooddirect.com

Back