Frequently asked questions
Order & Payment
I live outside metropolitan France, can I order?
Yes, of course. We deliver all over the world.
I want to create an account, how do I do it?
We invite you to click on the login button to create your account.
Is the payment made secure?
Yes, we have the 3D Secure device and a secure server to guarantee you a safe online payment.
My order is in error of payment, what to do?
First of all, make sure that the data you have entered is correct and that your card has not expired, but also that the payment limit has not been reached or that you have sufficient funds. On the other hand, the mandatory implementation of 3D Secure, allowing a secure online payment can create some problems during the payment of your order. A payment error can also come from your bank, if this happens several times, please contact them to solve the problem. In which case, you can try to place your order again.
Is the invoice in the package?
No. As we take care to protect the environment as much as possible, we do not put any invoice in our packages. They will be sent to you exclusively by email in PDF format after validation of the order.
Codes and promotional offers
Throughout the year, we put in place promotional offers. To be the first to know about them and to benefit from exclusive offers, we invite you to join our newsletter thanks to the dedicated tab below. On the other hand, you may have received one or more codes from previous orders. Be sure to check your email, or in your customer account to see if you have any active ones.
How do I use my coupon code?
To redeem your coupon code, please enter it at checkout. If the code does not work, please contact us.
Can I have a gift wrap?
We can do some packaging for some of our items, however, our priority is the protection and security of your order. Thank you for taking these parameters into account.
Can I add a personalized note to my order?
Upon request, we can include a note of attention in your package. You just have to add your request and your word in comment when you place your order and we will take care of the rest.
I want to cancel my order.
In order to satisfy you, our processing times are relatively short. Thus, as soon as your order is prepared and shipped from our premises, we no longer have control over it. The cancellation of your order being of your share, the return of this one will be with your load.
Delivery & tracking
Follow-up of my order
You will automatically receive an order confirmation e-mail at the e-mail address you provided, as soon as your order has been validated. You automatically receive a shipping confirmation message when your order is shipped. This message informs you of the parcel number in relation to the chosen carrier and offers you a link to the website for tracking your delivery. If you have chosen a delivery in a So Colissimo relay point (post office, retailer or Colissimo space), you will receive an SMS and an email informing you of the availability of your order.
What delivery methods are available?
We work with several carriers to allow you a choice according to your possibilities and your desires. Thus, you can choose between Colissimo, DPD and DHL.
What are the delivery times?
Upon receipt of your payment, the order is processed and shipped as soon as possible (within 3 working days). The delivery takes place within an average of 2 to 3 working days (except Sundays and holidays) for Metropolitan France and 5 days for the countries of the European Union as from your payment.
What are the delivery rates?
My package has not arrived yet, what should I do?
You have several ways to check the status of your order. As soon as your order is ready for shipment, you will receive an e-mail with a link to track your package. This way you can easily see the status of your order. If you have any questions about the delivery, please contact one of our parcel delivery companies, whose contact details you will find in our shipping notification e-mail. The request for delivery on a desired date is usually available from most parcel delivery companies.
My package arrived damaged during transport, what should I do?
We pay the utmost attention to our services, both on the quality of our products and our packaging. However, if your order is damaged during transport, please send us your order number with photos showing the damage to firstname.lastname@example.org. You also have the right to refuse a damaged package upon delivery!
What should I do if I notice a typing error in my address?
In order to satisfy you, we try to have a short preparation time of order, so that it arrives quickly to you. In this sense, it is almost impossible for us to modify your delivery address. If however, you notice it quickly, contact us at +33 2 50 06 18 40, so that we can help you to solve this problem very quickly if your package is not yet prepared.
Returns & Refunds
How to return one or more items?
If an item does not meet your expectations, you have 14 days to return it in its original packaging for exchange or refund, after notifying us by e-mail at email@example.com. The return costs will be at your expense, unless the return is due to an error on our part. In case of damaged items, please contact us. Only products returned complete, in good condition and in their original packaging as delivered will be taken back or exchanged, in which case we will not make any refund.
All items must be returned to the following address
105 rue Saint Gaud
Translated with www.DeepL.com/Translator (free version)
The delivery does not conform to my order.
We are sorry if an error occurred during the preparation of your order. Please contact our customer service at firstname.lastname@example.org so that we can resolve the problem as soon as possible.
Is it possible to exchange an item?
For any exchange of article, thank you to approach the customer service by sending an e-mail to the address: email@example.com
Products & other questions
You are interested in a partnership with our store?
We are delighted to know that you thought of us! Please send your request to the following e-mail address: firstname.lastname@example.org
Are you a professional?
Our ecological approach
We are aware that importing items from Japan has a certain environmental impact. In this sense, we order from our suppliers large quantities of goods punctually during the year in order to optimize transportation. This explains why some of our items are out of stock for a longer or shorter period of time. In order to lighten the impact we have, we have chosen to reuse certain plastics (used to protect light objects) but especially cardboard that we collect from various stores in the region. It is the same for the wedging and the lining of our parcels.
Do all the items come from Japan?
The vast majority of the items we sell come directly from Japan. Every year, we contact our Japanese suppliers in order to guarantee a certain quality. On the other hand, some items may come from China, since some Japanese companies work in subcontracting with Chinese companies. In order to be transparent with you, you will find an icon on each article sheet allowing to specify their country of origin.
Is a product out of stock?
Some products arrive in small quantities and can be gone quite quickly. If you have seen an item, but it is no longer in stock, please contact us by e-mail at email@example.com, where we will be able to tell you more about the next scheduled arrivals.
I need help with sizing.
You can find on the article sheets, especially for textile products, a size chart. Take the time to choose your size so that the article can fully satisfy you. In case of doubt, contact our customer service, which will be able to guide you
Your opinion is important!
In order to always satisfy you and to continue to improve ourselves, it is important to leave us a review after placing an order with us. That's why we invite you to leave a review on Trusted Shop thanks to the email that will be sent to you after receiving your items.