Refunds and Returns
Please refer to the unique refund policy on the product you want to purchase. Return and refund policies are determined by our vendors/sellers.
Cancel or Amend Your Order
It is possible to cancel or make changes to your order before it is dispatched.
– To cancel your order, please contact us and we will cancel the order for you immediately.
– To remove items please contact us and let us know the changes you require.
Should you require any items added to your order, please let us know via email and provide the links to the products.
Returning Unwanted Items
Japan Nakama operates a returns policy in compliance with the UK Consumer Contracts Regulations, EU consumer rights and US Federal Trade Commission regulations, allowing you to return any item within 14-28 days of receiving delivery of your order (depending on the vendor and the location).
Please note that any postage costs incurred when returning your items during this period will be at your own cost, unless the item is damaged, or was sent in error.
If an order was placed with a promotional discount on postage, this may affect your refund amount if your total spend is no longer above the delivery offer requirements.
This policy does not extend to any items which have been opened or whose seal has been broken, perishable items (such as chilled, bakery or vegetable items), sealed audio, video recordings or computer software (which have been unsealed), and also does not include the refund of services carried out by Japan Nakama as part of your contract (eg handling costs). Items must be returned in a pristine and resalable condition. This policy does not affect your statutory rights.
Refunds Processing Time and Method
Upon receipt and inspection of the returned item, we will process your refund within 5-10 business days. The refund will be issued to your original payment method unless otherwise specified.
Packaging for Returns
Ensure the item is packed in a way that prevents damage during transit. If the item arrives damaged due to inappropriate packaging, it might affect the refund.
Return Labels and Tracking
For incorrect or damaged items, we will provide return labels. We recommend using a trackable shipping service or purchasing shipping insurance for returning items to ensure we receive your returned item.
All returned items will undergo a quality check before a refund is processed. This includes checking if the item is unused, in the same condition it was received, and in the original packaging.
For customers outside the UK, Europe and the United States, please contact us directly to discuss the return procedure.
Exceptions to our Return Policy
Some items cannot be returned, such as gift cards, customised items, and items on sale.
Our vendors/sellers are very careful when they pack the boxes, delicate items can occasionally get damaged during transit. If you have received any damaged items, please accept our apologies and contact us as soon as possible so we can arrange a refund or resend the item. We will require photographic evidence to support your claim.
Missing or Incorrect Items
If you find that any item(s) are missing from your order:
– Please first carefully check the full contents of your parcel.
– If you still cannot find your missing item(s), please contact us immediately so that we can arrange either a full refund or resend your item(s).
If you have received an incorrect item(s):
– Please first carefully check your delivery note and see if your incorrect item(s) are not substitutes for out-of-stock items.
– If you are sure the item(s) are incorrect, please contact us immediately so that we can send the correct item(s).
– We may ask you to return the incorrect item(s). If this is the case we will cover any return postage costs.
Please email us at [email protected] to authorise your return and we will then provide you with the return address that applies to your order.
Please note that depending on your country of residence, the time it may take for your exchanged product to reach you may vary. If you live outside the UK, Europe, or the United States, you should consider using a trackable shipping service or purchasing shipping insurance as we cannot guarantee that we will receive your returned item.