FAQs

General Questions:

1) Where are you located?

    We are located in Fukuoka, Japan. 

 

2) How long have you been in business?

    We have been in business for 10 years - since 2007. 

 

3) Where else do you sell?

     We also sell on Etsy. You can find us here.

 

4) Who are you? What’s your story?

    You can find our story here .  I'm Canadian (Sofia) and fmy husband (Futoshi) is Japanese. 

 

5) Do you have a blog?

   Yes, we do. You can find it here.

 

6) I’m coming to Japan. Do you have an actual store I can shop at?

    Sorry, but we are exclusively an online shop. 

 

7) What forms of payment do you accept?

     At this time, we only accept Paypal. However, you can use your credit card through Paypal.

 

Shipping Questions:

1) Do you ship to my country?

    We ship to 165 countries. If you don’t see your country when checking out, please contact us and we can discuss if shipping to you is an option (some countries make it virtually impossible). 

 

2) How will you ship my package?

    There are 2 choices available for packages under 2kgs: regular small package air mail (expected to arrive in about 2 weeks but can take longer) or EMS express mail which comes with insurance and a tracking number (expected to arrive within about 1 week). You can choose between these options when checking out. 

For packages over 2kgs, they will automatically be sent EMS express mail. 

 

3) When do you ship?

     We ship 2-3 times a week most likely on Tuesdays and Fridays. 

 

4) My package hasn’t arrived. What do I do?

     If you haven’t received your package after 5 weeks, please get in touch with us and we will discuss what to do. In most cases, that means either resending the items, or giving a refund. It really can take this long sometimes so please try to be patient. 

 

5) Something arrived broken. What do I do?

     Please get in touch with us right away. We will either resend it or give a refund. We will need pictures in order to file a claim with our post office. This is very rare as we pack really well! 

 

VAT:

1) Is my purchase inclusive of VAT?

    No. We are not registered to collect VAT. You, as a buyer, will be responsible for any associated VAT, local taxes and handling charges that are levied by your government or postal service, when your parcel enters the country and goes through customs. 

 

REFUNDS

For broken or missing packages (packages that haven't arrived in 5 weeks from the date we shipped), please get in touch with us. We will either replace or refund the items.

 

PRIVACY

WHAT DO WE DO WITH YOUR INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

We take your security very seriously. If you input credit card information via this website or through PayPal, that information is neither received nor stored by From Japan With Love.  

Similarly, we take your privacy seriously. Any information that we receive about yourself - whether through a purchase, setup of an account, or otherwise - is never given to a third party. The only exception to this is the information given to Japan Post so that we can get the product to you. They will only be given what details are necessary for them to complete their delivery.

This store is hosted on Shopify, and your data is also stored on their databases when you enter your information on our website. They store your data on a secure server behind a firewall.