Frequently asked questions - ordering

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

How do I place an order?

Browse the site and add items to your basket. Once you have finished shopping, simply go to the basket page, confirm the items you would like to order, choose the delivery method and continue to payment. If you are happy with your order, confirm the payment and the item(s) will be dispatched as quickly as possible. Thank you for shopping with us! We hope you'll enjoy your order.

How do I know if my order was successful?

After completing the checkout process, you will see a confirmation screen with your order number. You will also receive an automated order confirmation email.

I tried placing an order but could not complete the checkout process, what can I do?

In this case, we suggest returning to the order basket page and going through the checkout process again. Using a different device and browser or clearing the cookies from your browsing history can also help. If you receive an error message, please contact our customer service team so we can look into this for you.

Can I add/change items after placing my order?

It is possible to remove items if your order has not been dispatched yet - please contact our customer service team so we can check this for you. Unfortunately, we are unable to add items to orders due to payment authorisation reasons.

I did not receive an order confirmation mail, did my order go through?

If your order was placed successfully it will displayed in your Japan Centre account under "My Order History". Please contact our customer service team and we are happy to check the status of your order and resend the confirmation mail.

Why do I need to confirm my age when purchasing alcohol or knives?

In compliance with distance-selling regulations and conditions of our alcohol license it is necessary for us to confirm the age of customers who purchase age-restricted items such as alcohol or knives. Please be aware that we require an ID check before dispatch through our partner VerifyMyAge and you will have to sign on delivery.

Can I cancel an order?

It is possible to cancel your order before it is dispatched. Please contact our customer service team and we will cancel your order immediately. If your order has already been dispatched, you can refuse the delivery or return the order as per our refunds and returns policy.

My order was cancelled, why?

Orders might be cancelled if we did not receive the necessary age-confirmation for age-restricted goods, we encountered payment issues or we did not have stock of the products ordered. Please contact our customer service team so we can check and give you detailed information.