Cancellations, Refunds & Exchanges
Once your order has been shipped, we do not accept refunds or exchanges due to change of mind.
Any returns due to faulty or damaged items must be initiated within 7 days of receiving the delivery. Please email our team at sales@directfromjapan.com.au with your order number, and attach a clear photo of the faulty or damaged item with all original packaging in the picture. If such a photo is not provided, we cannot take responsibility for any returns.
Should you wish to cancel or change your order, you must contact our team at sales@directfromjapan.com.au within 2 hours of placing your order, as we process orders quite promptly upon receiving them. This will incur a 3% fee, which we are passing on from PayPal.
Please note that some of our products are hand painted, so the brush strokes may vary between items with the same design. Every item is unique and we cannot guarantee that the item you receive will be identical to the one pictured.
Delivery
Click and Collect
Free pick-up of goods is currently only available at the Yagoona showroom.
All orders via Click and Collect require a day to prepare from time of order. An e-mail will be sent to the registered e-mail address from the order form to inform customers of when the order is ready for pick-up.
Please note that during peak trading periods or specified closed trading periods, Click and Collect may have delayed pick-up times.
Delivery Timeframes
Deliveries will take place from Monday to Friday. Please see below for estimated delivery times according to location of delivery address.
1-3 business days for Sydney, Melbourne, Brisbane and Adelaide.
3-10 business days for Perth, Darwin and regional Australia.
Please note that during peak trading periods or specified closed trading periods, delivery times may be delayed.
Freight fees vary according to total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each order. Shipping fees include insurance for damaged items; however it is strongly recommended that you do not unbox your delivery on a hard surface. In the case of damaged goods, all original packaging must be retained to use in the compensation claim process. Photographic and video evidence may also be required.
Privacy Policy
As our Website is linked to the internet and the internet is inherently insecure, we cannot provide any assurance regarding the security of transmission of information you will communicate to us online. We also cannot guarantee that the information you supply will not be intercepted while being transmitted over the internet. Accordingly, any personal information or other information which you transmit to us online is transmitted at your own risk.
We do not hold any personal details including payment details. All transactions via our website is done through PayPal, and we hold no responsibilities for the payments.