Our Policies

Privacy, payments, gift vouchers, sale items, returns, and delivery and damage claims.

1. Privacy  |  2. Payment Options  |  3. Gift Vouchers  |  4. Sale Items  |  5. Returns and Exchanges  |  6. Delivery and Damage Claims

1. Privacy Policy

This policy explains what personal information Japanache collects, how we use it, who we share it with and how long we keep it.

What we collect

When you contact us, place an order or sign up for updates, we may collect your name, email address, phone number and delivery address, and the payment details needed to process your order.

How we use it

We use your information to answer your enquiries, process and deliver your orders, and provide after-sales support. If you have signed up for updates, we will also use your email address to send them. You can unsubscribe at any time.

Who we share it with

We will never sell, lease or rent your personal information to anyone for marketing purposes. We only share the details needed to deliver your order, such as your name, address and phone number, with our couriers, removalists and delivery partners. They may use this information only to deliver your goods. We will not otherwise disclose your information to any third party unless required by law.

Payment details

Card payments are processed in store or over the phone through our EFTPOS terminal. We do not keep a record of your full card number.

Our website

Our website uses cookies and basic analytics to understand how visitors use the site. These do not identify you personally. You can turn off cookies in your browser settings.

How long we keep it

We keep order and customer records for as long as we need them for your order, warranty and after-sales support, and to meet our tax and legal record-keeping obligations. After that, they are securely deleted.

Accessing, correcting or deleting your information

If you would like to know what information we hold about you, or have it corrected or deleted, please contact us and we will action your request promptly.

2. Payment Options

We are a cashless business.

We accept EFTPOS: debit or credit card, in store or over the phone Bank transfer (details provided with your order) Japanache gift vouchers Cryptocurrency

We don't accept Cash Cheques PayPal Money orders

International payments

International payments can be made by Wise or bank transfer. International wire transfers incur a $15 bank fee at our end, which is payable by the customer.

3. Gift Vouchers

• Japanache gift vouchers purchased after 1 November 2019 are valid for 3 years from the date of purchase, in line with Australian gift card laws.
• The expiry date is written on the back of the voucher and on the tax invoice. Please keep this in mind when buying a voucher as a gift.

4. Sale Items

• Sale prices apply only for the period stated. Sale items can't be bought on lay-by.
• Sale items are sold on a first-come, first-served basis and can't be held for anyone.
• Delivery of sale items will be arranged as soon as possible, as we can't store them in our warehouse for an extended period.
• Buy one, get one free: the free item must be from the same section (for example, ceramics) and must be the cheaper item. Items that are already reduced can't be the free item unless their full price is lower than the item you're buying.

5. Returns and Exchanges

New items

• All new items are covered by the consumer guarantees under the Australian Consumer Law. If a new item is faulty or damaged, we will repair, replace or refund it.
• Faulty or damaged goods must be returned to Japanache, or to the courier, unless we agree otherwise.
• Change of mind: we may, at our discretion, offer an exchange voucher on new items. Items must be returned within 14 days of purchase or delivery, in the same condition they were sold.

Futons and custom-made items

• We will exchange a futon that is damaged, faulty or the wrong size when it arrives.
• For hygiene reasons, we don't offer a trial period, and we can't refund or exchange a futon that has been used because you've changed your mind.
• Change-of-mind exchanges on unused standard futons incur a $50 repackaging fee, and the customer pays the return and replacement delivery costs.
• Custom-made quilt covers and pillowcases can't be returned unless they are faulty. Faulty items will be repaired or exchanged.

Tatami mats

• Custom-sized tatami mats can't be returned for change of mind.
• Standard and bed-sized mats can be returned if the size or trim colour we supplied is incorrect.
• Our mats are heat-treated during manufacture, which eliminates insect eggs and mould spores.
• For what's normal for tatami, and what should be reported as damage, please see your email to find our Tatami Care Sheet.

Antiques, used items and art

• All antique and used items, including artwork and clothing, are sold as is.
• Refunds and exchanges are at our discretion.

Handmade and natural products

• Natural materials have natural character. Features such as splits in bamboo or cracks in wood are part of the product and aren't considered faults.

6. Delivery and Damage Claims

When your delivery arrives

• Please check the carton before you sign for your delivery or leave the depot. If you see any damage, note it on the courier's paperwork before signing.
• Signing without noting damage confirms to the courier that the goods arrived in good condition. This makes a later transit claim very difficult.

Reporting damage

• Report any damage within 48 hours of delivery or pickup, or within 24 hours for Authority to Leave deliveries.
• Include photos of the damaged carton, the damage to the goods, the consignment label and your invoice.
• Keep the goods in their original packaging. Transit claims can take up to 4 weeks, and the goods can't be used during that time.

Delivery instructions and Authority to Leave

• Please give us accurate delivery instructions.
• Goods left under an Authority to Leave are considered delivered once the courier confirms delivery by photo or GPS.
• Goods returned because no one was available or the address was incorrect will incur a re-delivery fee, plus any storage or return costs.

Nothing in these policies excludes your rights under the Australian Consumer Law.

Contact Us

If you have any questions about these policies, please get in touch.
Email: info@japanache.com.au
Phone: 07 5576 4488