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◈ How can we help you?

    SHIPPING & RETURNS

  • What are the delivery times ?

    🔴 Express Shipping:

    - 5 to 9 business days for the USA, Canada & Australia.

    - 3 to 6 business days for the UK & Switzerland

    - 2 to 4 business days for European Union countries.

    - For all other countries, delivery takes 6 to 12 working days.

    Express Shipping concerns all products except the following categories: Kimonos, Jackets, Pants, T-shirts, Dresses, Wall Art, Cushions and some Jinbei, Getas and Pajamas (please refer to the delivery time in the product description).

    For the moment, all these last categories are shipped via the following standard shipping:

    🔴 Standard Shipping:

    - 11 to 19 business days for the USA, Canada, Australia & for European Union countries.

    - 15 to 20 business days for other countries.

    Our team will do their very best to ensure that you receive your order as quickly as possible.

  • What are the shipping costs?

    Currently, our promotional campaign allows you to benefit from free delivery for orders over $99. This offer is valid for all our products and for a limited time. Under normal circumstances, the delivery costs are $9,96 in the United States, Australia, UK and UE.

  • What precautions to take for delivery?

    When you receive your order, it is important to check that your package has not been damaged during transport as well as that the product is in perfect condition (and, if necessary, to note these damages detailed on the delivery note of the carrier). Such verification should be done at the time of delivery and in presence of the carrier's driver. It is recommended to keep the packaging, which may be useful in case you wish to return the product, and is essential if you wish to benefit from your cancellation rights.

  • My package has been shipped but I still haven't received it, what to do?

    First of all, check the tracking of your package via the link to your tracking interface that was sent to you by e-mail following your order. If the tracking is indicated in progress of delivery, we recommend to be patient until the expected delivery date. If your package is pending, you can pick it up at the address indicated on the delivery notice. We also advise to verify that the delivery address indicated on your order is correct.

  • I received an item that does not match my order, what should I do?

    Before reaching us, verify your order confirmation to see if the product you ordered is different from the one you received. If the item received is effectively different from the one you ordered, please contact our customer service by e-mail.

  • An article is missing, what should I do?

    In order to optimize delivery times and avoid too much waiting, it is possible that your order will be shipped in multiple packages. Check your order confirmation email to make sure you don't have multiple tracking numbers from our carrier. If all the packages have arrived and you still don't have all your products, please contact our customer service by e-mail.

  • What do I do if my product has a manufacturing defect?

    We do our best to ensure that your order is delivered undamaged and in accordance with your order. However, if you receive a defective product, please contact usand we guarantee to find an appropriate solution to solve your problem.

  • I am not satisfied about my order, can I get a refund?

    Absolutely. In such case, please contact us. You have 30 days from receipt of the order to claim a full refund and return the product as is. The return costs will be at your expense. Contact us first and check our Return Policy.

  • Do I have to pay customs and import fees?

    For orders within the European Union, you will not have to pay customs and import duties.
    For orders destined to countries out of the European Union, you may have to pay taxes or customs fees. The total amount you will have to pay is beyond our control. These charges are to be paid by the recipient of the order.
    For more information on possible charges, we recommend contacting your local customs office. This will avoid any unpleasant surprises.

  • Returns : How do I use my right of retraction?

    You have the right to retract within 30 days after receiving your order. To retract your purchase, please contact us by e-mail and consult our return policy. The product must be returned in its entirety, including possible accessories, and in a condition that will allow the product to be put back on sale.

  • Who is responsible for return charges?

    We provide free shipping on orders over $99. As for return shipping costs, they remain at your expense.

  • Purchase & Order

  • Why buy at Japan Avenue?

    At Japan Avenue, we pay particular attention to the selection of our items and we do our most to make you experience them and ensure you have the best possible shopping experience. However, that's not all!  
    - 100% secure online payment by credit card or via PayPal.
    - Tracking of your orders through our website.
    - Free shipping on a limited time. Easy returns.
    - Professional and qualified customer service -at your service 6 days a week.
    - Thousands of people already trust us!

  • How to place an order?

    Our online store remains open 24 hours a day, 7 days a week. The ordering process consists of the following steps:

    1- Shopping cart: check the items contained in your order. At this stage you can modify the quantities.
    2- Customer information: enter your personal information as well as your shipping address.
    3- Shipping: choose the shipping method you want according to the choices that are available.
    4- Payment: several payment methods are available, the choice is yours. You can check the details of your order on the overview (article(s) and optional service(s), delivery method and charges).
    5- Order confirmation: in order to make sure that your order has been registered, this step is required. You may now print your order confirmation. You will also receive a confirmation by e-mail with the reference of your order as well as the tracking number.

  • Where are you located?

    We are a French company. Our head office is located in Paris (75008)

  • How long does it take to process an order?

    A fully completed order, which is available in stock and approved by credit card before 1 p.m., will be processed during the day. A complete order confirmed by credit card after 1 p.m. will be processed within 24 hours. Orders are prepared from Monday to Saturday, if all products are available. In case an item is unavailable, your order will be prepared as soon as we receive it. Our items are shipped from various shipping centers. As a result, it may happen that you receive your order in multiple packages. In that case, you will receive a tracking number per package by email.

  • Where are your products made?

    A large part of the items sold on Japan Avenue are made in Japan (Tableware, Tea boxes, Daruma, Kokeshi, Maneki neko, Noren, Chopsticks, Furoshiki, Bento, etc.).
    Some items imported from Japan are designed by our Japanese suppliers and made in neighboring Asian countries. This is the case for our bento accessories (design in Japan and manufacture in China) and some of our bags (design in Japan and manufacture in India).
    We also sell items made in Europe. Some of our bags and belts are made in a sewing studio in Paris, out of real Japanese fabrics.
    The rest of our items are imported from other Asian countries (China and Korea). These items include cushion covers, some tabi socks, etc.
    For more information about the origin of our products, you can always contact our customer service who will answer you in a quick and transparent way.
    We pay great attention to the selection of our suppliers in order to offer you the best quality products at the lowest price.
    Whether you are ordering for yourself or as a gift, we want your shopping experience with us to be as pleasant as possible.

  • How do I track my order?

    You can keep an eye on the status of all your orders placed on Japan Avenue. As soon as your package is shipped, you will receive a shipping email containing your order tracking number. Then simply enter this number (e.g. JA1254) or your tracking number on our tracking platform.

    You can also track your package directly on the carrier's website. The tracking information will be visible within 5 to 8 business day s after reception of your tracking number.

  • How do I cancel my order?

    Once an order has been placed, you have 10 hours to contact our customer service and request a cancellation or a modification.
    Beyond this time, cancellations or modifications can not be accepted, as the orders will already have been processed.

  • How can I use a coupon code on the website?

    If you have a valid coupon code, enter it in the "Coupon Code" box during the checkout process and then click "Apply".

  • My tracking number doesn't work, what should I do ?

    If your tracking number doesn't show any information, there's no need to worry. Tracking information will usually be updated by the carrier within 5 to 8 business days.

  • I placed my order but I still haven't received a confirmation mail.

    First of all, please make sure that you have not received this email in your junk mail folder. If you still can't find it, no need to panic, just contact our customer service and we will be happy to help you !(Most of the time this is due to an error in your email address when you placed the order)

  • I'm not sure which size to pick, can you help me ?

    If you need help finding the right size that will fit you, please consult the size chart available on the item's page. Else, you can contact our customer service who will be more than happy to help you !

  • PAYMENT & CONFIDENTIALITY

  • Which payment methods are accepted?

    Our shop accepts all major credit & debit cards as well as payment through PayPal, with or without a PayPal account. It is also possible to pay via Apple Pay, if you wish to. For reasons of simplicity, we do not accept bank checks, bank transfers or payments on receipt.

  • My payment by credit card has been refused, what can I do?

    First make sure that the expiration date of your card has not expired. Secondly, check if you have entered your name AND first name in the corresponding section. If your banking transaction is refused, it may also be due to an authorized limit being exceeded. In order to be sure, we recommend to contact your bank and verify the authorized limit. Meanwhile, you can use another payment method such as Paypal or another bank card.

  • When will my card be debited?

    Once your payment is approved, you will receive an order confirmation by email and the amount due will be debited within 24 hours.

    If your card is not authorized, it will not be charged. This is a refusal on behalf of the bank, in this case please use another credit card or use Paypal to make your payment.

  • Are the data I transmit confidential?

    Our site is hosted by Shopify Inc. and we have a 256-bit SSL security certificate. All the information related to the pages, content, credit cards and transactions are thus protected by the same level of security as used for banks. For further details on this subject, please consult our legal notice.

  • After-Sales Services & Guarantees

  • Which are your guarantees?

    When you buy at Japan Avenue, you benefit from the Satisfied or Refunded guarantee. If your article does not suit you, you have 14 days to inform us and receive a refund. If your item is defective, we will find a winning solution for you (refund, free exchange, unique coupon code). If you have not received your item within the established time limit (see Delivery Times), we will also guarantee you a winning solution. For further details on this subject, contact us and consult our Return Policy. No one wishes to regret a purchase, and even less when it is bought online. We value our customers'feedback and do our utmost to ensure that your shopping experience runs smoothly.

  • After-sales service schedules

    The After Sales Service is available from Monday to Saturday from 9am to 12pm and from 2pm to 6pm by e-mail.

  • What should I do if I have a complaint about my product?

    Please contact our After Sales Service department between Monday and Saturday.

  • Where to get an invoice?

    You can download your invoice via the link in the order confirmation email or by logging in to your customer account.

◈ Email 6d/7

Our aim is to provide the best possible customer service and we answer your emails from Monday to Saturday, within 48 hours. Please write us via the contact form or directly by email at contact@japan-avenue.com.

◈ Support

Our English-speaking team is fully qualified and dedicated to serve our clients. We do our very best to ensure that your shopping experience is as enjoyable as possible.

◈ Privacy Policy

All our exchanges are strictly confidential in accordance with our Privacy Policy. For security and ethical reasons, we do not transmit any data to third parties.