Delivery and returns
During the current situation, we are operating with the health of our staff, and the safety of our customers as our top priority. This may affect deliveries from our online shop, introducing some short delays as we complete them. Also for the leg outside our control, especially for international deliveries, there have been some delays observable as a result of the decreased volume of air traffic.
For domestic shipping we use Royal Mail and Parcel Force, and complete deliveries as soon as possible after receiving your order. We use signed for, tracked delivery unless specifically requested not to. We provide customers with a tracking number for their order, and updates on its progress. We are currently offering free shipping within the UK for orders over £30.
For situations when next day or special delivery is required, please consult with us (firstname.lastname@example.org)
For international shipping we also use the Post Office service in the UK. This will be international signed for, for packages under 2kg, and the signed for, tracked Parcel Force service for packages above this weight.
Gift giving is daily life in Japan, and we take it very seriously. When checking out at our online shop, if you select gift wrapping we will complete this in a traditional Japanese way, with coloured paper and a mizuhiki.
In the case that the shipping and billing address are for different individuals then we will assume it is a gift being sent directly, and not include a receipt, unless requested differently.*
(*If you would like to return or exchange a product sent as a gift, we would be able to do this subject to our normal returns policy, with e-mailed proof of purchase).
When sending directly, we would be happy to include a hand written message to the person you are sending a gift to, and you can request this via the ’special instructions’ form when checking out.
Our returns policy lasts for 30 days. Beyond this period we can no longer offer a refund or exchange.
To be eligible for a return, the item must be unused and in the same condition as it was when received. It must also be in the original packaging.
There are certain types of item that are ineligible for returns. This includes perishable goods such as food and plants. This is also true for items of personal clothing.
To complete returns, proof of purchase is required.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item, and whether it is eligible for a refund. Once we have confirmed the item, we will process the refund according to the original method of payment. It is important to note that card refunds can take time dependent on the processing time of the issuer or bank. This is not within our control.
Sale items are exempt from refunds.
Under certain circumstances we can exchange items, and replace those that are defective or damaged. Please contact us at email@example.com, to allow us to take this forward.
Your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To return a product, please send it to: wagumi, 1.08 Oxo Tower Wharf, London, SE1 9PH, UK.
The responsibility for the shipping costs fall on the sender, unless the item is faulty. We can not refund shipping costs, and in the event of a refund for a product, the cost of shipping will be deducted.
If you are shipping an item over £75, then you should consider using a trackable shipping service or purchasing shipping insurance. If the item for return or exchange does not reach us, then we can not complete the process.