FAQ

How long does it take to receive my order?

Your order is shipped within 72 hours. Our average delivery times are between 7 and 14 working days.

Info covid-19: Due to the current health situation, these delivery times may be extended.

In any case, if you do not receive your items within 45 days, we will give you a full refund, and you will be able to keep the item when you receive it.

Products are not shipped from France.

Payments

This site is 100% secure.


Here is why:

Firstly, the site you are visiting is on an HTTPS server (the little green padlock on the left-hand side of the URL on this page is there to remind you of this).

Most sites only secure their "shopping cart" and everything related to checkout. On this site, ALL PAGES are secure and cannot be hacked or targeted by malware.

Finally, for payment, we use Stripe, which is the leading provider of secure Internet transactions.

Returns and refunds

We offer a 100% money-back guarantee!
If the product does not meet your expectations, you can send it back to us within 14 days of receipt, and we will refund the total price of the item as soon as it arrives in our shop.

However, all returned products must be in perfect condition.

Cancellations (withdrawals) will only be considered by Japan at Home if the order has not yet been shipped. Otherwise, you cannot ask for a refund while the order is being sent (you will agree, otherwise there would be free orders!).

What is the return address for a product?

It is the same as our head office:

34 avenue des Champs-Élysées, Paris 75008

To: Japan at Home

Please also send us an email beforehand to let us know that you are returning the order.

Broken or defective product(s)?

We are sorry to hear that! Don't worry; in case of damage, we will refund your money or reship new items immediately!
We will try to find a solution with you as soon as possible. 

Steps to follow

  1. You must send us an email with photos of the products when delivered, showing the defects or breakage with your order number.
  2. A reply will be sent to you within 48 working hours to provide you with the information relating to the handling of your request.
  3. We invite you to check your mailbox and your junk mail during this period.

Note: It is imperative that you complete these steps within 5 days after receiving your package, otherwise we will not be able to process a return or refund. 


What can you request?

For each item with a defect, you can request a solution from the following list:

  • Replacement of the product ;
  • Refund;
  • Receipt of missing parts;
  • Commercial gesture;

As a rule, with a photo upon receipt of the package, we will refund you or send the products back to you free of charge. 

Where are Japan at Home products made?

We work with family-owned companies and various producers in South East Asia. We made this choice for several reasons: selling only Made in Japan products is not profitable and would not allow us to offer a varied and wide catalogue of "affordable" products. We have established a relationship of trust with our partner workshops and factories, which guarantees the highest standards of quality and aesthetics that will satisfy you. We wish to offer on Japan at Home the possibility of decorating your home or having refined objects for a price respectful of your wallet in the noble Japanese style. We only deal with producers who apply socially responsible rules, especially wages and working hours.

We plan to expand our catalogue soon with exceptional handcrafted products made in France and the Japanese style. The idea would be to make a short circuit and highlight talented French artisans passionate about the Japanese art of living.

Any other questions?

If you have any other questions, please contact us at contact.japanathome@gmail.com.


Your satisfaction is our priority!