Where can I find the nutritional information for a product?
If you have any allergen or ingredient queries, contact us by email at firstname.lastname@example.org and we will assist you with your request. We list nutritional value information on each product page as per availability.
I am having difficulty placing an order
Please call us on 020 3405 1151 or email email@example.com and we will do all we can to help.
Is it safe to order on the Japan Centre website?
Yes. Our payments are handled by Braintree to ensure maximum security. No credit card information is stored on the Japan Centre site itself. The Braintree payment gateway, processes payments for thousands of online businesses, including ours. It is Braintree's utmost priority to ensure that transaction data is handled in a safe and secure way. Once on the Braintree systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards.
What payment methods does Japan Centre accept?
Japan Centre accepts the following payment types:
- Visa Debit
- Visa Electron
- American Express
- Apple Pay
Do you accept payment in other currencies?
We currently only accept payment in Pounds Sterling (GBP) though you are welcome to pay with a non-UK credit or debit card. The amount will be charged in your local currency, adjusted for your card issuer’s exchange rate and fee if applicable.
Any prices displayed in Euros or Dollars are estimates only, and may not reflect the final price charged.
Why are there 3 country options for the United Kingdom?
We have 3 main country options for the UK.
• England, Wales, and Parts of Scotland
• Northern Ireland, Isle of Man, and Isles of Scilly
• Highlands, Islands, and Parts of Scotland
These are designated as such by courier companies, and may not be in line with historical or commonly known definitions, i.e. some parts of Scotland may be classified as Highlands, Islands, and Parts of Scotland due to courier definitions and restrictions on delivery services.
The postcodes that qualify as Highlands, Islands, and Parts of Scotland are: AB31-AB38, AB41-AB56, FK17-FK21, HS1-HS9, IV1-IV63, KA27-KA28, KW0-KW17, PA20-PA78, PH15-PH50, ZE1-ZE3.
Please ensure that you have selected the correct country, as our system checks postcodes against the country selected, and will not allow you to proceed if there is a mismatch. If you are still encountering problems with your postcode, contact us at firstname.lastname@example.org.
Do you deliver outside of UK?
- All non-edible items (except for Rice Cookers and Knives) can be delivered worldwide.
- All items (except for Rice cookers, Chilled Food, Bakery, Meat and Fresh Vegetables) can be delivered to any of the locations listed on our International Orders page.
- Chilled Food, Bakery, Meat and Fresh Vegetables can only be delivered to the England, Wales, and Parts of Scotland.
N.B.: If you are ordering for delivery to a country that has non-English Latin characters in the address (e.g. ä, å, ø, and ü), please write the address using the closest English letter without the diacritic or commonly accepted English transliteration. For example ä can be written ae, å can be written aa, and ø can be written as o. This is because courier systems are unable to handle non-English Latin characters.
My address isn't being accepted. What do I do?
We have our system check addresses to make sure that the correct postage and delivery methods can be applied. Please ensure that your address is complete and that your correct postcode and country have been selected. Also note that certain types of items might be invalid for certain delivery locations, such as chilled items. Please check your basket and address for any restricted items. If you are still experiencing problems, please contact us at email@example.com.
Additionally, if you are ordering for delivery to a country that has non-English Latin characters in the address (e.g. ä, å, ø, and ü), please write the address using the closest English letter without the diacritic or commonly accepted English transliteration. For example ä can be written ae, å can be written aa, and ø can be written as o. This is because courier systems are unable to handle non-English Latin characters.
What if I forget my account's password?
How do I place an order?
To place an order through the website, browse the site and add the items to your basket. Once you have finished shopping simply go to basket page, confirm the items you would like to order, choose the delivery method and continue to payment. If you are happy with your order, confirm the payment and the item(s) will be dispatched as quickly as possible.
Can I place an order over the phone?
For security and personal information protection, we only accept orders that have been placed through www.japancentre.com.
My postcode code is not being accepted
If your postcode is being rejected as invalid, there are a couple of things to check. For UK addresses, check to make sure that your country matches the postcode. We have 3 different country options for the UK. These are designated as such by courier companies, and may not be in line with historical or commonly known definitions, i.e. some parts of Scotland may be classified as Highlands, Islands, and Parts of Scotland due to courier definitions. If you are still encountering problems with your postcode, contact us at firstname.lastname@example.org.
Can I cancel an order?
It is possible to cancel your order before it is dispatched. Please contact us and we will cancel your order immediately. If your order has already been dispatched, you can refuse the delivery when it arrives and it will get returned to us. Once we receive the refused order, we can issue a refund for the total cost of the order, minus any postage and packaging costs incurred. In this case you may also be charged for the return postage cost. If you have already taken delivery of the order and still wish to cancel and return it, please see Refunds & Returns for more information.
Can I change my order once placed?
If you would like to remove items before dispatch, please send us an email, or call us to check that your order hasn't yet left us. We cannot amend an order once it has been dispatched. Unfortunately, we are unable to take payment for any additional items if it is over the original payment authorisation. If you would like to add items, you will need to make another order, or we will need to cancel your current order, and then you can remake the order in full.
How do I know if my order was successful?
If your order is successful you will receive an automated email to confirm your order has been received. If you think you have placed an order, but have not received any emails from us, please call or email us to confirm we have received your order. It might be something as simple as the order going through correctly, but an error in entering your email address. However very occasionally an order might not come through to us for another reason. It's always worth checking, especially if you need the items quickly.
What if my payment failed?
For most cases you may need to contact Your Bank. They will be able to look into your account history and give you full details as to why your payment could not be processed. If your bank does not have any information about the failed transaction, it is most likely that the card details were incorrectly entered. They can also unblock cards to allow for payments to companies based outside of the issuing country. If this still does not resolve the issue, we can only take payments through Paypal Money Requests which we will issue. If you do not have a Paypal account, we will have to cancel your order, and ask you to remake it.
What if my order is incorrect?
If you have noticed that there has been a mistake with your order, please contact us on 020 3405 1151 or email email@example.com and we will do all we can to help. Please try to include your order reference, and we'll make sure we sort it out as quickly as we can.
When will I know my order has been dispatched?
We send an email confirming dispatch of your order towards the end of the day that your parcel leaves our distribution centre. The email will let you know the items sent and the address they have been sent to.
What if an item is out of stock?
If an item in your order is out of stock, we will either remove that item from your order or substitute it for a similar item, depending on which of these two options you chose when you placed your order. Please see Out of Stock Items for more information.
Can I track my order?
If your order is being delivered by courier, you will receive tracking details with which you can monitor the progress of your delivery.
No tracking is available if Royal Mail has been selected.
How much is Delivery and how long will it take?
Does Japan Centre deliver to multiple addresses?
We can deliver to addresses other than the cardholder’s address, but we only deliver to one address per order. If you would like items in your order to be delivered to multiple locations you will need to place separate orders for each address.
Can I change my delivery address once the order has been dispatched?
We are unable to redirect orders to a different address after dispatch. Please therefore ensure you provide a correct and suitable delivery address for the specified delivery method. However, if you realise very soon after you place the order that the address is incorrect (or incomplete!) please contact us. Call us on 020 3405 1151 or email firstname.lastname@example.org and we will do all we can to help.
What if my item is damaged or faulty?
If you have received any damaged item(s), please contact us as soon as possible so we can arrange to resend you item(s) or issue a refund. Please include as many details as possible about the order and the problem with the item(s) and we will do our utmost to resolve the problem.
What if an item is missing?
If you find that any item(s) are missing from your order:
- Please first carefully check the full contents of your parcel. Our packing staff will sometimes wrap items in packing paper or use cardboard supports. Small item(s) may be hidden within this packaging.
- If you still cannot find your missing item(s), please contact us immediately so that we can arrange to resend your item(s) or issue a refund.
What if an item is incorrect?
If you have received an incorrect item(s):
- Please first carefully check your delivery note and see if your incorrect item(s) are not substitutes for out of stock items.
- If you are sure the item(s) are incorrect, please contact us immediately so that we can send the correct item(s).
- We may ask you to return the incorrect item(s). If this is the case we will cover return postage costs.
Why does the refunded amount exclude delivery?
We do not refund postage and packing charges unless the item ordered was faulty.
Why do I need confirm my age when purchasing alcohol or knives?
In compliance with distance-selling regulations and conditions of our license, it is necessary for us to confirm the age of customers who purchase age-restricted items such as alcohol or knives from us. We will send a request for this information by email for first time customers or those who have not been verified. If you would like to send your photo ID such as a driver's license or passport with your photo, name and birth date, you can send it to us at email@example.com. Upon confirmation, we will mark your account as age verified, and will delete your ID from our records. If you do not wish to send us this information, we can remove any age-restricted items from your order and dispatch normally.
I have more than £65 worth of items in my basket, why didn't I receive the free delivery for my order?
Our free Standard Delivery offer is applicable for Standard myHermes, myHermes Priority, Royal Mail 2nd Class, or Standard DPD deliveries within England, Wales, and Parts of Scotland only. Nominated Day Delivery is not applicable unfortunately. We do not offer free delivery on orders that contain Bakery, Chilled Bakery, Chilled Food, Subscriptions, Frozen Goods or Sliced Meat products. If you would like to take advantage of this offer, please remove any non-applicable items from your basket and proceed to checkout. Also note that if any promo codes or loyalty points are applied, the £65 minimum will still need to be met after being applied to your order.