Japanache Policies: Privacy, Returns, Payments & Terms

1. Privacy Policy (Your Information)


This privacy policy has been developed to inform you about what information the Japanache website collects, what we may do with the information, and who may receive that information, as well as how long we keep it. If you have any further questions about it, feel free to contact us.

Your Information:

Japanache will not give out any information you submit to any third parties except in compliance with a request of the law. Under no circumstances will your name, e-mail, phone number, or address be sold to, or given to any other parties for marketing purposes. Japanache will never wilfully sell, lease, or rent any of your or your business' personally identifiable information to any third party.

2. Payment Options

Accepted Payments (We are now cashless)

The only acceptable options for payment are:

  • EFTPOS (in-store or over the phone with a debit or credit card)

  • Bank Transfer into our account (details provided on request)

  • Japanache Gift Vouchers

We do not accept payment by:

  • Cheque

  • Paypal

  • Money Order

  • Crypto-currency

International Payments

International payments may be made via Wise, bank transfer or credit card.

  • All wire payments incur a $10 bank fee at our end, payable by the customer.

  • Credit card payments are only accepted if a scan of both the front and back of the card PLUS a copy of photo ID (passport or driver's licence) is supplied.

3. Gift Vouchers

The ACCC introduced new laws on the expiration of gift cards/vouchers.

  • Any Japanache Gift Voucher purchased after November 1st 2019 must be redeemed within 3 years of the date of purchase.

  • This expiration date is written on the back of the voucher/tax invoice. Please be mindful of this when purchasing a gift voucher.

4. Sale Items Terms

  • Specials are only available at that price for the period stated and items cannot be purchased on Lay-by.

  • Delivery on sale items will be arranged ASAP, as we will not store them in our warehouse for any extended period.

  • Sale items are strictly available on a "First in, best dressed" basis and cannot be held for anyone.

  • The 'free' item in a "Buy one get one free" (BOGOF) offer must be from the same section (e.g., ceramics) and must be the cheapest item.

  • Already reduced items cannot be used as a BOGOF free item unless the full price is lower than the purchased item.

5. Returns and Exchanges Policy

New Items (General)

All new items are covered by the Australian Consumer Guarantee.

  • Japanache will gladly refund money on any faulty/damaged new items if a replacement is not available.

  • Goods must, however, be returned to Japanache or the carrier unless otherwise agreed upon.

  • We may, but are not obliged to, offer an exchange voucher if you change your mind on new items only.

  • Items must be returned within 14 days of the purchase/delivery date in the same condition as they were sold.

Futons and Custom Products

  • We will exchange a futon if it is damaged, the incorrect final size, or faulty upon receipt.

  • We do not offer a trial period on futons and will not refund or exchange a used futon because of the health issues involved.

  • Custom-made quilt covers or pillowcases cannot be returned unless they are faulty (if faulty, they will be repaired or exchanged).

  • A store credit for the cost of the goods will be issued for exchanges due to a change of mind on standard-sized items, subject to a repacking fee of up to $30 (to cover replacement vacuum bag and packaging).

Tatami Mats

  • We will not accept returns on any custom sized tatami mats.

  • Standard/bed sized mats may be returned if the size or trim colour is incorrect. We will gladly replace these if it was Japanache's fault and they have not been used.

  • We are not liable for insect infestation or mould after delivery. Our mats are heat-treated and do not carry viable insect eggs or mould spores; this is a local issue.

Antique, Used Items, and Art

  • All antique or used items, including all artwork and clothing, are sold on an "as is" basis.

  • Refunds or exchanges will only be given at our discretion.

  • It is up to the customer to inspect goods in the store or ask staff for a verbal/written condition report if purchasing online or via the phone.

  • We are not liable for any damage caused to any items once they have been delivered.

Hand-Made Natural Products

  • Items made by a master-craftsman using natural products (e.g., Bamboo Kakehi, Shishi Odoshi, Hokki Brooms) will nearly always have imperfections such as splits in bamboo, knots, or cracks in wood.

  • We will not refund based on these natural imperfections. None of these items are designed to last forever.

6. Delivery and Damage Claims

Delivery Liability and Authority to Leave (ATL)

  • It is the customer's responsibility to provide accurate instructions for delivery.

  • Any items which are signed for are said to be in good order/condition upon delivery. Any insurance is voided once the item is signed for.

  • The customer must scrutinise any damage to the carton before signing and inspect the goods if damage is visible.

  • Damage claims for items delivered with an Authority to Leave must be received within 24 hours of delivery.

    • Claims must include photographic evidence showing the damaged outer carton, the perceived damage to the contents, the consignment label, and the invoice.

    • Damaged goods must be packed back in their original packaging ready for courier collection (usually within 48 hours).

  • If an Authority to Leave is provided, the Customer waives their rights to lodge a claim if Goods are deemed lost (provided the Carrier can substantiate delivery via photo/GPS).

  • Goods returned because the consignee was unattended or the address was incorrect will be subject to a re-delivery fee and may also incur any further storage or return costs.

Courier Delivery Times

  • Couriers generally deliver on work days between 8 am and 5 pm.

  • It is not the courier's onus to contact consignees prior to delivery, call on approach, or alter their schedule.

Removalist Delivery (Large Furniture)

  • Goods carried by a professional removalist are not covered by insurance unless specifically requested and paid for in advance (minimum $400 for $25,000 cover).

  • Interstate deliveries are not made on a regular basis and may take up to 4 weeks to be made.

  • The removalist will attempt to phone prior to delivery, but this time is subject to change.

  • Additional fees may be incurred (and payable to the removalist) for bad access, specific delivery times, or apartments without lift access.