FAQ

How long does it take to receive my order?

Your order will be shipped within 72 hours. Our average delivery time is between 8 and 16 business days.

Products are not shipped from France.

Payments

This site is 100% secure .

Here's why:

First, the site you are visiting is on an HTTPS server (the little green padlock on the left side of the URL of this page is there to remind you of this).

Most sites only secure their "shopping cart" and everything related to checkout. On this site, ALL PAGES are secure and cannot be hacked or targeted by malware.

Finally, all the payments by credit card are 100% secured by the French platform Payplug , in accordance with French and international interbank security measures. Payplug allows you to make your online purchases securely and with complete peace of mind:

• Compliant with DSP2
• Payplug has been approved since 2015 as a payment institution by the prudential control and resolution authority and is registered under the interbank code (CIB) 16778.
• Payplug is PCI DSS certified

Returns and Refunds

We offer a 100% money-back guarantee!
If the product does not meet your expectations, you can return it to us within 14 days of receipt and we will refund the full price of the item as soon as it arrives with us.

However, all returned products must be in perfect condition.

Cancellations (withdrawals) will only be considered by Japan at Home if the order has not yet been shipped. Otherwise, you cannot request a refund while the order is in transit (you'll agree, otherwise free orders would be flying!).

Return costs are the responsibility of the customer.

What is the return address for a product?

It is the same as that of our head office:

34 Avenue des Champs-Élysées, Paris 75008 FRANCE

Recipient: Japan at Home

Please also send us an email in advance informing us that you are returning the order.

Broken or defective product(s)? 

We are sorry to hear this!
We will try to find a solution with you quickly.

Steps to follow

You must send us an email with photos of the products as they come out of the package, clearly showing any defects or breakages, along with your order number. This email must be sent within 72 hours of receiving the package, otherwise we will not be able to refund your order.

You will receive a response within 48 working hours to provide you with information regarding the processing of your request.
We invite you to check your mailbox and spam folder during this period. 

What can you ask for?

For each item with an anomaly, you can request a solution from the following list:

1. Product replacement;
2. Refund ;
3. Receipt of missing parts;
4. Commercial gesture;

As a general rule, with a photo upon receipt of the package, we will refund you or resend the products to you free of charge.

Where are Japan at Home products made?

We work with family businesses and various producers in Southeast Asia, as well as Portuguese and French producers to limit greenhouse gas emissions. We made this choice for several reasons: selling only Made in Japan products is not profitable and would not allow us to offer a varied and wide catalog of "affordable" products. We have established relationships of trust with partner workshops and factories that guarantee the highest standards of quality and an aesthetic that will satisfy you. We want to offer on Japan at Home the possibility of decorating your interior or having refined objects for a price that respects your wallet in the noble Japanese style. We only deal with producers who apply socially responsible rules, particularly in terms of wages or working hours for those in Southeast Asia. For Made in Europe products, the same specifications are respected.

We plan to expand our catalog in the near future with more and more exceptional handcrafted products made in France or Portugal, always in the Japanese style. The idea would be to create a short supply chain and showcase talented French artisans who are passionate about the Japanese art of living.

Any other questions?

If you have any further questions, please contact us at info@japanathome.fr.

Your satisfaction is our priority!