FAQs

What payment methods do you accept? We accept various payment methods, including credit/debit cards (Visa, Mastercard, American Express), and PayPal. Rest assured, all transactions are securely processed to ensure your privacy and security.

How long does shipping take? Shipping times vary depending on your location and the shipping method selected at checkout. Typically, orders are processed within 1-2 business days, and shipping times range from 3-5 business days.

For pre-orders items may take longer to be delivered depending on their availability in Japan. For more information regarding pre-ordering and estimated delivery times, please contact us at sales@matsujapan.co.uk.

What is your return policy? We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, you may return the item(s) within 30 days of receipt for a refund. Please refer to our Return & Refund policy page for detailed instructions on how to initiate a return.

Are your products authentic? Yes, we take pride in offering only authentic products sourced directly from reputable manufacturers and artisans in Japan. Each product undergoes rigorous quality control to ensure authenticity and quality.

How can I track my order? Once your order has been shipped, you will receive a shipping confirmation email containing tracking information. You can use this tracking number to monitor the status of your delivery online or through our website.

Can I cancel or modify my order after it has been placed? We strive to process orders quickly to ensure timely delivery. If you need to cancel or modify your order, please contact us as soon as possible. However, please note that once an order has been shipped, it cannot be cancelled or modified.

Do you offer wholesale or bulk ordering? Yes, we offer wholesale pricing for bulk orders. If you are interested in purchasing our products in large quantities for resale or distribution, please contact us for more information.

How can I contact customer support? Our customer support team is here to assist you with any questions or concerns you may have. You can reach us via email at sales@matsujapan.co.uk or through our website's contact form. We typically respond to inquiries within 3 working days.