TERMS AND CONDITIONS

All orders and transactions between Japanya Ltd and the customer are accepted on these terms and conditions of sale only. It is the responsibility of the customer to read such conditions before entering upon a transaction.

Trading Address

Japanya Ltd's trading address is 3 Lawrence Road, Pinner, HA5 1LH, United Kingdom.

Customer Location

We currently accept orders from within the UK and the countries listed below.

If your country is not listed please feel free to contact us for consideration by email.

Our prices are quoted in British Pounds. For customers outside the UK, your credit card company will exchange the amount charged to the currency of your country at the current rate. Please note it is the responsibility of non-EU customers to pay customs and import duties in their own countries.

Methods of payment - Credit/Debit Card

We accept payment by major credit/debit cards including Mastercard, Visa and Maestro. In addition, payment can be made via PayPal.

Methods of payment - Cheque

We also accept payment by UK cheque. Cheques should be made payable to Japanya and posted along with your order number to our trading address. Goods cannot be dispatched until the cheque has been cleared. Please allow up to seven working days.

Prices

The prices displayed on our website are in British pounds. You may like to use the "currency converter" link (shown on our shopping basket page when the shipping destination is selected to be outside the UK) to estimate the price of goods in your own currency. The "currency converter" is intended as a guide only. Outside the UK, your credit card company should exchange the amount charged to the currency of your country at the current rate. Any fees imposed by a customer's card company for currency conversion will be the responsibility of the customer.

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Product Availability

All products available for sale are kept in stock at the time of order, but if a product is subsequently found to be out of stock we will contact you with details of your order's revised timescale and to give you the opportunity to cancel your order.

Order Confirmation

Once your credit card payment has been accepted or if you have paid by cheque, once this has cleared, you will be sent an email acknowledging our acceptance of your order within 24 hours.

Packaging

We try to minimise the amount of packaging we use by recycling and re-using materials, particularly for internal stuffing, as much as possible.

We have a policy of combining multiple orders if the following criteria are met:

• The orders are placed through the same customer account.
• The orders are being delivered to the same address.
• The orders are dispatching at around the same time.

Please contact us if you wish multiple orders to be packaged and sent separately.

Although we don't offer a gift wrapping service as standard we do understand you may wish items to be gift wrapped especially if they are being sent direct to a friend or relative. Therefore, we can gift wrap your order free of charge on request. If you would like items to be gift wrapped please enter your request in the order comment box or alternatively contact us by email after placing your order.

Faulty or Incorrect Goods

If a product is faulty or damaged or is not what you ordered, we will be happy to exchange or refund the item within 30 days subject to item availability. In these circumstances we will pay for the reasonable* delivery for return of the goods. Please email us or write to our Trading Address (see above) with your order number and the details of the item(s).

We cannot be held responsible for damage due to general wear and tear or from a failure to follow the care guidelines.

*Please note that by reasonable we mean any delivery service equivalent to the cost of Royal Mail Recorded Delivery.

Cancelling your order because it is unwanted

Customers can cancel their order within 35 days of receipt of goods. Goods must be returned with the original packaging supplied. On receipt of the goods, and assuming they are in a re-saleable condition, we will arrange your refund within 7 days of receipt of goods. We may reduce the amount refunded to you if returned items have been used or handled excessively before return. Return carriage costs are the customer's responsibility. Please note pierced earrings may not be returned unless faulty.

For UK standard and Worldwide airmail orders, in addition to refunding the cost of the item(s) we will refund the original delivery charge. If only part of a multiple item order is being returned only the cost of the returned item(s) will be refunded.

For UK special delivery, "International Tracked" or "International Signed" orders we will only refund the standard delivery component of the postage charge.

Throughout November and December we offer an extended returns policy. Items (provided they are in their original condition) can be returned to us for exchange or refund up to 30 days after Christmas.

Orders purchased by businesses (for example for photo shoots) cannot be returned for a full refund.

Returning Goods

In the event that goods need to be returned to us, please obtain a proof of postage certificate from your post office, in case the package fails to reach us. Japanya will accept no responsibility for returned items until they are on company premises.

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Shipping Policy

We charge by weight according to the tables below. Please note for UK orders over £45 standard delivery is free.

• Royal Mail UK standard delivery generally takes 2-5 working days (not guaranteed) from the date your order is placed. A signature may be required on arrival.
  (Please note, the above conditions do not apply if payment is made by cheque.) We generally only supply tracking information for high value orders (in the region of £100 plus) therefore if you wish to be able to track your order please select the special delivery option.
• Royal Mail Worldwide (incl. Europe) Airmail delivery generally takes 7-14 days from the date your order is placed. This service does not allow tracking.

Weight up to	UK standard	Europe Airmail	World Airmail
100g	£2.00	£5.50	£7.00
500g	£3.50	£8.00	£10.00
1kg	£3.50	£10.50	£16.00
1.5kg	£3.50	£14.00	£22.00
2kg	£3.50	£16.00	£28.00
Above 2kg	£3.50	£20.00	£40.00

• Royal Mail UK special delivery guarantees delivery within 1-2 working days from when your order is placed. A signature will be required on arrival.  For same day dispatch/ next day delivery (Monday to Friday only) the deadline for placing your order is 2pm.
  (Please note, the above conditions do not apply if payment is made by cheque or if Royal Mail is unable to offer a guarantee due to industrial action/adverse weather conditions or if our office is closed during holiday periods - information regarding office holiday dates will be posted on the shopping basket page.)

  Weight up to	UK special
  100g	£7.00
  500g	£7.50
  1kg	£8.50
  1.5kg	£8.50
  above 1.5kg	£10.00

• Royal Mail Worldwide (incl. Europe) Airsure delivery (selectable only if your country is part of airsure) allows online tracking, is more secure and is slightly faster than the standard airmail service. It generally takes 7-14 days from the date your order is placed.

  Weight up to	International Tracked Europe	International Tracked non Europe
  100g	£10.50	£12.00
  500g	£13.00	£17.00
  1kg	£15.50	£23.00
  1.5kg	£19.00	£29.00
  2kg	£21.00	£35.00
  Above 2kg	£27.00	£47.00

• Royal Mail Worldwide (incl. Europe) International Signed For delivery (selectable for countries which do not offer airsure) allows partial tracking and is more secure than the standard service as it requires a signature on receipt. It generally takes 7-14 days from the date your order is placed.

  Weight up to	International Signed Europe	International Signed non Europe
  100g	£9.50	£11.00
  500g	£12.00	£16.00
  1kg	£14.50	£22.00
  1.5kg	£18.00	£28.00
  2kg	£20.00	£34.00
  Above 2kg	£26.00	£46.00

We reserve the right to use a courier service for larger orders, and in such circumstances the customer will always be notified by email of our decision to alter the delivery method. For overseas orders it may be necessary to send your order as more than one package.

For orders with a PO box address signed delivery options may not be possible.

We may restrict the size of orders we are willing to send if a signed delivery is not selected/possible.

Please ensure that your shipping address details are correct, as we generate our postal labels directly from the information you provide. We are not responsible for orders with incorrect or missing information should they not reach you. If an order is returned to us because an address was incorrect or incomplete, we may need to make a further P&P charge for items to be re-shipped.

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Refunds

Full refunds will be in the form of the original method of payment. In the case of partial refunds, if a refund by the original method of payment is not possible it may be necessary to make this in the form of a UK cheque.

Credit Card Security

Credit card information is encoded using 256bit SSL (Secure Socket Layer) protocol for your protection. This means all your transactions are encrypted and fully secure.

Images

All product images used on this web site are only representative of goods on offer. Actual goods may not be exactly the same colour, design or packaging. In the event that you are not happy with any goods received, you have the right to cancel your order, return the goods in good condition to us within 35 days and receive a full refund of the purchase price paid.

Washing Instructions

Please follow the care instructions provided on the product label located on the inside of your garment. Our 100% cotton gowns may shrink a little when you wash them. To minimise shrinkage, we recommend washing in cold water with mild or no detergent and hanging to dry in the shade.

Handling Complaints

There may be occasions when you are unhappy with the service that we provided to you. In these cases, we will endeavour to be fair and efficient in handling any complaint and to process your complaint confidentially. If you have a complaint, please send us a letter to Japanya's trading address (see above) or email us. We will endeavour to give you an answer within 3 working days and will provide you with a likely timescale for resolving the dispute. We will keep you informed about the progress of your complaint.

Our Right to Cancel

We reserve the right to decline or cancel any order prior to delivery for any reason. If we decline or cancel an order we will refund all amounts paid by you in respect of that order. Examples of when we might cancel an order include:

• where products you have ordered are out of stock
• if the order contains incorrect information, such as name, address, order details
• if we are unable to confirm the postal address
• if we believe the order is fraudulant

Please note your statutory rights are not affected by these terms and conditions.

Last updated March 2019

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