Frequently asked questions - delivery

If you have questions about your deliveries, please browse the list below of our top 10 frequently asked questions for Delivery, click on the section that your question relates to find out more.

Which courier services do you offer?

We ship with DPD, Royal Mail for UK delivery and UPS for international delivery. The available courier services depend on the items ordered and your shipping location. Please find detailed information on our delivery information page here.

How much does shipping cost and how long will it take?

The shipping cost and delivery time depends on the shipping option chosen. Please find detailed information on our delivery options and prices here.

Do you ship internationally?

We currently do not ship internationally. Apologies for any inconvenience or disappointment caused.

How will I know my order has been dispatched?

We will send you a confirmation mail once your order has been dispatched. If you have chosen a tracked shipping option the courier will also send you tracking information messages from their side.

Can I track my order? What are my options if I'm not at home to receive the parcel?

Tracking information is available for orders placed with the courier DPD. Once your order has been dispatched, you will receive tracking update messages directly via DPD and you will also be given options (i.e. to leave the parcel in safe place or leave the parcel with one of your neighbours) when you’re not at home. If no option is chosen, DPD reserves the right to deliver to a local DPD pickup shop.

Does Japan Centre deliver to multiple addresses?

We can deliver to addresses other than the cardholder's address, but we only deliver to one address per order. If you would like items in your order to be delivered to multiple locations, you will need to place separate orders for each address.

Can I change my delivery address once my order has been dispatched?

We are generally unable to redirect orders to a different address after dispatch, but please contact our customer service team and we will be happy to check if the courier can accept a last minute address change.

The tracking shows my parcel was delivered but I have not received it, what can be done?

Please contact our customer service team and we will investigate the whereabouts of your parcel together with the courier.

I received an incorrect order, what are my options?

If you have noticed that there has been a mistake with your order, please contact our customer service team and we will do everything in our power to set this right.

My order arrived damaged / an item is missing, can you help?

Please contact our customer service team with a picture of the damage and we will arrange for a resend or a refund of the item(s) right away. Please check the full contents of your parcel carefully, as our packing staff will sometimes wrap items in packing paper, smaller boxes or create false bottoms. If any items are missing, please contact us and we will arrange for a refund or resend.