This is the FAQ about our products and online orders. Please click here for the FAQ for bulk orders, distributors, and other organizations looking to partner with us.
You can contact us through our contact form here or by email at email@example.com. You can also contact us by live chat or through telephone at +31 20 899 0269, between 9:30AM and 5PM CET.
We produce our products with over 70 partnering factories throughout Japan, Taiwan, Malaysia, Vietnam, and other countries.
High quality is paramount at our headquarter in Japan and we find it very important to maintain our high evaluation standards. Every production partner has its own QA officer available at the premises to check the final quality of the products. Occasionally we also do spot checks on batches at our own logistics centre in Japan.
We ship from a logistics centre in The Netherlands. The final delivery to your home is done by either TNT or DPD and takes 4-8 business days from the date of order.
We currently ship within the European Union and Schengen area. However if you would like to order large quantities (20 ft container), we can arrange shipments outside of the EU under some circumstances. Please contact us through our contact page, and we will be happy to discuss our shipment options.
We work with a reliable logistics partner. We strive to continuously improve our delivery times together with them. We always ship with a tracking number and require the recipient to sign for the delivery to minimize wrong deliveries.
The shipping fees vary between 5 and 28 euros depending of the size and weight of the items. Orders above 300 euros have free shipping.
For online orders, we accept Credit Card (Visa, Mastercard, and American Express), PayPal, and IDEAL. We also accept wire transfers. For this type of payment, please contact us.
Yes you can. You can contact us through phone (+31 20 899 0269) or via email (firstname.lastname@example.org) with your order. We will create the order for you and send you a payment link via email. Once the payment is received, we will process the order and send you an invoice.
No, you can order as few or as many items as you want on our website within Europe. However, outside of Europe, we only ship full containers. If you are interested in this option, please contact us.
It is possible to pre-order an item which is out of stock by contacting us through the contact form. Please note that our shipments must travel from Japan to the Netherlands. This can take up to 3 months. If you have placed an order for such items, we will ship them as soon as the shipment has arrived.
Yes, you can order large quantities of our products. Contact us through our contact form and we will discuss pricing options and delivery times with you.
You can pre-order some products from our Japanese selection. You can view our Japanese catalogue here.
If you would like to purchase some of these products, please contact us through the contact form and we will add them to our next shipment. Please note that this can take up to three months.
We can only do custom designs if you are ordering large quantities. Please note, the custom designs must come from Japan and may take a few months before they arrive in Europe. If you are interested in this option please contact us through the contact form.
Unfortunately, we do not have a team of designers in Europe right now. However our team of designers in Japan can design remotely. We only accept very large (starting at 100 square meters) projects at the moment.
No, we currently do not have a physical store.
If you would like to cancel an order made online you can contact us through our contact form or with this number +31 20 899 0269.
If the item has not been shipped yet, the order will be cancelled and you will receive a full refund.
If your order is already out for delivery or delivered, we will send you a return label to attach to your products. We will then send a delivery truck to pick up the items at your delivery address (please view our return/refund policy).
Please contact us though the contact form with the correct information and we will notify the delivery company of this change.
The delivery window for your order is stated at Check out. In the delivery note email, you can find the tracking code for your delivery. You should receive the delivery note email within two business days after you have placed your order. If your delivery is running late, check the tracking code on the carrier website. In some cases, the carrier can be very busy and your delivery might be delayed.
Your tracking number will be added to your order as soon as we receive it from our shipping company. You will receive an email once this has been done. We strive to provide it within two working days after the day you have placed your order.
We have the utmost confidence in the design and quality of our products, but if you are not satisfied with the products, ordered the wrong item, or have changed your mind, you can request a refund up to 30 days after the delivery date mentioned on the proof of delivery. We will always issue a full refund including shipping for returns within this period
Here’s how to do it:
1. Contact us through our contact page or through this number +31 20 899 0269 and state that you want to return a product. Be sure to mention your order number in the e-mail. We would also like to know why you want to make a return so we can improve our service and products, but this is entirely optional.
2. We confirm the request and send you a return slip. Please print this and attach it to the boxes you wish to ship back.
3. We will charter a truck from our logistics partner to deal with the return. That way we ensure that all the products are returned to us and it will save you a few of trips to the post office. We will notify you per email with further information on the date of pick-up after we received your request for a return/refund.
4. We will notify you when the items arrive at our warehouse. After a short inspection we will issue a full refund within 5 business days, depending on your payment method. It might take some time for the money to be transferred into your account.
No problem! You can contact us through the contact form and we will send you a new assembly manual via email. Please specify the order number and product in your message.