Contact Us

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!

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.

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.

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) 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.

Once an order has been placed, you have 24 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.

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

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.

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)

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 !

Please note that some items in our catalog are in high demand, which may result in slightly longer delivery times than those indicated below.

Delivery times to The United States, Canada, The United Kingdom and Australia:

The time needed to treat your order, product development and the delivery of your order requires our team a delay of between 11 and 19 working days*. Our team will do its very best to make sure your order is with you in the shortest possible time.

*These delivery times do not take into account possible delays caused by administrative decisions (e.g. customs control), strikes, or other circumstances beyond the control of Japan Avenue.

Delivery times to Europe : Shipping times for European countries are between 13 to 21 business days. 

Currently, our promotional campaign allows you to benefit from free delivery. This offer is valid for all our products and for a limited time. Under normal circumstances, the delivery costs are 6.99$ in the United States and 9.99$ for Europe and abroad.

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.

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.

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.

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.

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.

Absolutely. In such case, please contact us. You have 14 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.

You have the right to retract within 14 (fourteen) 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.

You are responsible for returning the goods at your own expense, only shipping costs paid for the order are refundable.

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.

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.

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.

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.

All prices listed on our website are in dollars $ (USD).

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.

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

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

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