FAQs

When will I receive my order?

Processing your order, manufacturing the products, and (free) delivery takes our team a maximum of 10 to 15 working days. Deliveries to overseas France (DOM-TOM) are generally longer (up to 2 months from the day of the order) in order to remain financially accessible. We do everything we can to ensure that you receive your order as quickly as possible, without compromising the quality of our merchandise.

How much is shipping ?

We deliver our products worldwide. There is no minimum quantity required per order and all our deliveries are free (excluding overseas territories). An additional cost for delivery will be requested for the following countries: - Guadeloupe - Guyana - Réunion - Martinique - Mayotte - New Caledonia - Saint-Barthélemy - Saint-Pierre-et-Miquelon - Saint-Martin - Wallis-et-Futuna - French Polynesia

My order is not complete, what should I do?

If your order includes several items, they may be sent separately, depending on available stocks and shipping warehouses. Don't worry, your package will arrive shortly.

I have not received my order, what should I do?

A problem with the Post Office? Lost, broken, destroyed package? With our secure delivery, Au coeur du Japon© takes care of disputes for you. Customer satisfaction is our priority. We do not place the blame on the carrier by leaving you to “deal with it”. We assume full responsibility by immediately sending you a new package at our expense. Do not hesitate to contact us by email at contact@au-coeur-du-japon.com: our team will do its utmost to meet your expectations.

Can I modify my order?

Yes, as long as your order is not “processing”.

Can I cancel my order?

It is entirely possible to cancel your order! If the order is already being prepared, the cancellation costs will however amount to 40% of the purchase price. Do not hesitate to contact us by email at contact@au-coeur-du-japon.com: our team will do its utmost to meet your needs!

I would like to return an item.

We are only able to accept a return in the event of a proven defect in the product. Our items undergo very strict quality controls before each shipment. However, if your products have any manufacturing defect, send us a photo of the product in question (in the original packaging if possible) to contact@au-coeur-du-japon.com accompanied by your order number . To be eligible for a return, your item must be unused and in the same condition you received it.

What payment methods do you accept?

Your security, our priority: our site only offers secure payment methods guaranteed to be safe. We accept credit and debit cards and use Stripe as our online payment method.

Is my information secure?

Yes ! The "HTTPS" present in the URLs of our store testifies to the quality of our services. HTTPS is the variant of "http" secured by the use of SSL/TLS protocols. HTTPS is used to protect financial transactions on merchant sites. As e-retailers, we are aware that the use of SSL is becoming essential these days. This is the best way to protect your data and protect yourself against any hackers or identity theft. Visually, the SSL certificate is represented by a padlock which appears in the URL bar of the web browser. It is also represented by an “s” which means “secure” and which is added to the “http” protocol on the website in the address bar.

How can I order a product?

To order a product on site, simply click on the desired product, then click on “add to cart”. All you have to do then is click on the little shopping cart in the menu to finalize your purchase.

Can I combine my discount codes?

No. Except in exceptional cases, we only accept one and only one reduction code per order.

I received an import tax

Au coeur du Japon© ships its products all over the world legally. However, buyer is responsible for their country's import taxes, we take no responsibility.

“Bulk” order

If you would like to order in bulk, email our team at contact@au-coeur-du-japon.com