常见问题解答

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我在哪里可以找到商品的营养信息?

为了方便您的购物,我们尽量将已提供的营养信息展示在商品页面上。如果您发现某个食品营养成分信息缺失或在其商品页面没有提供任何相关信息,请致电020 3405 1151 或发送电子邮件到enquiry@japancentre.com,我们将提供人工协助。

我在下单时遇到了困难

请致电020 3405 1151 或发送电子邮件至 enquiry@japancentre.com,我们将倾尽所能来帮助您。

在Japan Centre 网站购物是安全的吗?

是的。我们网站上的付款均通过Braintree处理,以确保最大的安全性。Japan Centre 网站本身不会保存任何信用卡信息Braintree支付网关处理成千上万的在线业务,其中就包括我们的付款。Braintree的最优先任务就是确保交易数据以安全可靠的方式进行处理。一旦进入Braintree系统,所有敏感数据都通过相同的国际认可的数据保护标准-256位加密进行保护。

Japan Centre 接受哪些支付方式?

Japan Cente 接受以下付款方式:

Visa
Visa借记卡
Visa Electron
MasterCard万事达
Maestro
JCB
PayPal
美国运通卡
  • Apple Pay

你们接受外汇付款吗?

虽然我们欢迎您使用英国境外的信用卡或借记卡付款,但目前我们只接受以英镑(GBP)付款。付款金额将以您的当地货币收取,会根据您的发卡行汇率和手续费(如适用)进行适当调整。

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 enquiry@japancentre.com.

你们是否能够邮寄至英国以外地区?

所有非食用商品(电饭锅除外)均可以全球交付。
所有商品(除了电饭煲、冷藏食品、面包糕点和新鲜蔬菜)均可以递送至我们国际订单页面所列出的地点。
冷冻食品、面包糕点和新鲜蔬菜只能配送至英国大陆地区。

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 enquiry@japancentre.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. 

如果我忘了我的账号密码怎么办?

我们不会存储任何账户密码,因此我们无法向您发送原始密码。但您在登录时可以通过点击忘记密码?来重设密码。

我该如何下单?

通过网站下订单,您需要浏览该网站,并添加物品到购物篮。一旦您完成购物只需转到购物篮页面下,确认您想要订购的商品,选择送货方式,并继续到下一步支付。如果您对最后的订单感到满意,那么请确认支付,您订购的商品将被尽快发货。

我能通过电话下单吗?

目前我们只接受在 www.japancentre.com 网站上下单。

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 enquiry@japancentre.com.

我能取消订单吗?

在您的订单发货前您可以取消订单。请联系我们,我们将立即取消您的订单。如果您的订单已经发货,您可以在收到包裹时拒绝签收,这样包裹会被退回给我们。一旦我们收到被您拒绝的订单包裹,我们就可以在扣除运费和包装成本后为您处理退款。在这种情况下,你也可能会被收取商品退还的邮费。如果您已经接收了包裹,但仍希望取消订单或退还包裹,请查看退货及退款页面了解更多信息。

下单后我还可以更改订单吗?

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. 

如何知道我已经下单成功了?

如果您的订单成功提交,您将收到一封自动发送的电子邮件以确认我们收到了您的订单。如果您认为您已经成功下单却没有收到我们的邮件,请致电我们或发送电子邮件以确认我们已经收到您的订单。造成这种情况的原因可能是一些简单小错误,可能是您的订单已正确提交,但您输入的邮箱地址有误。不过偶尔也会由于一些其他原因导致您的订单并没有发送给我们。这些都需要联系我们进行一些检查,尤其是当您希望能尽快收到您的订单包裹时。

如果我支付失败了怎么办?

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. 

如果我的订单错误怎么办?

如果您注意到您的订单有误,请致电020 3405 1151 或发送电子邮件至 enquiry@japancentre.com 与我们取得联系,我们将竭尽所能来帮助您。联系我们时请尽可能提供您的订单号,我们将确保以最快的速度帮您解决问题。

我什么时候才能知道我的订单已经发货了?

在您的订单包裹离开我们的配送中心当天,我们会于工作接近尾声时给您发送一封电子邮件以确认您的包裹已发出。该电子邮件中将显示您的订单已发货,并标明送货地址。

订单中有商品缺货怎么办?

如果您的订单中出现正缺货的商品,我们会将该商品从您的订单中移除或者为您提供类似的商品作为替代品,这取决于您在下单时所选择的商品缺货解决办法。请查看商品缺货页面了解更多信息。

我能追踪我的订单吗?

如果您的包裹由快递公司配送,那么您将收到包裹追踪详情,通过该信息您可以监控您的订单配送进度。

邮费的价格以及配送所需的时间是多少?

请查看运费计算器了解预计的送货资费,查看送货时间来了解更多信息。

Japan Centre能否将订单递送至多个地址?

我们可以将订单配送至与持卡人地址不同的送货地址,但每个订单只能送至一个地址。如果您希望将订购的商品寄送至不同地址,那么您需要给不同的地址分别下单。

订单发货后我还能更改送货地址吗?

我们无法在发货后将包裹改送至另一个不同的地址。因此请确保您为指定的送货方式提供的送货地址是正确的且适当的。不过如果您在下单后很快发现您填写的地址有误(或不完整!),请与我们联系。您可以致电020 3405 1151 或发送电子邮件至enquiry@japancentre.com,我们将竭尽所能的帮助您。

如果我订购的商品损坏或故障怎么办?

如果您收到任何已损坏的商品,请尽快联系我们以便我们为您重新寄送或安排退款。请您尽可能详细地提供关于订单和商品问题的详情,我们将尽最大的努力解决您的问题。

如果我的订单包裹中有商品缺失怎么办?

如果您发现包裹中缺少任何您订购的商品:
  • 首先请仔细检查您包裹内的物品。我们的打包人员有时会使用包装纸包裹商品,或使用纸板做支撑。一些小件商品可能会被隐藏其中。
  • 如果您仍然无法找到缺少的商品那么请立即和我们取得联系,以便我们可以重新为您发货或安排退款。

如果我收到的商品错误怎么办?

如果您收到了错误的商品:

  • 首先请仔细检查您的送货单,查看一下错误商品是否为您订购的缺货商品的替代商品。
  • 如果您确定该商品不是您订购的商品,请立即与我们联系,以便我们可以为您发送正确的商品。
  • 我们可能会要求您退回错误商品。在这种情况下我们将承担退货的运费。

为什么退款金额要去除运费?

我们不会退还运费和包装费用,除非您收到的商品是瑕疵品。

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 enquiry@japancentre.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.