Policies

 Payment Options

The only acceptable options for payment are

  • We are now cashless
  • EFTPOS (in-store or over the phone with a debit or credit card)
  • Bank transfer into our account (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 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 drivers license) is supplied.

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

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. These 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 (i.e. ceramics) and must be the cheapest item. Already reduced items cannot be used as a BOGOF free item unless the full price is lower that the purchased item.

Privacy

This privacy policy has been developed to inform you about what information the Japanache web site 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.

RETURNS

New Items:

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.

Japanache may, but are not obliged to, offer an exchange voucher if you change your mind on new items only. Proof of purchase may be required on some items. Items must be returned within 14 days of the purchase/delivery date in the same condition as they were sold.

Futons:

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

Japanache does 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 they are faulty, they will be repaired or exchanged. If you have changed your mind and they are our standard sized using futon fabric, then we will give you a store credit for the cost of the goods returned.

Any exchanges due to change of mind based on pattern or size will be subject to a repacking fee of up to $30. This will cover the cost of a replacement vacuum bag and packaging/strapping should that need replacing.

Tatami:

Japanache 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. That is a local issue and needs to be dealt with by a professional at your end. Our mats are heat-treated in such a way that they do not carry viable insect eggs or mould spores.

All tatami mats (except Single and King bed mats#) are insured against loss or damage in transit. Damage claims must be received within 24 hours of delivery and include photographic evidence showing damage to the carton, the subsequent damage to the tatami, the consignment label and invoice. Damaged goods are then to be packed back in their original packaging ready for the courier to collect at the delivery point (usually within 48 hours). They will then be assessed and a replacement sent.

If an Authority to Leave is provided on a consignment, whether it is a standing Authority to Leave or not, then the Customer waives their rights to lodge a claim if Goods are deemed lost provided the Carrier can substantiate that the Goods were delivered by providing either photographic evidence or GPS tracking.

#Single & King mats can only be sent uninsured with TNT/FedEx.

Hand-Made Natural Products:

Some of our new items are hand-made by a master-craftsman using natural products. This includes garden items such as Kakehi (Bamboo Water Spouts), Shishi Odoshi (Deer Scarers made with Japanese cedar & Bamboo), Hokki (Bamboo Brooms) and Kumade (Bamboo Garden Rakes). These will nearly always have imperfections as they are made from natural products. Please consider this before purchasing as we will not refund based on a split in bamboo, knots or cracks in wood. None of these are designed to last forever.

Antique & Used Items:

All antique or used items are sold on an "as is" basis and refunds or exchanges will only be given at our discretion. We endeavour to repair goods, or point out any major damage, prior to sale. Any omission in doing so does not infer liability.

All artwork is sold on an "as is" basis.

Vintage ceramics often have small marks, flaws and/or minor chips. 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. Japanache will not be liable for any damage caused to any items once they have been delivered.

All furniture comes from an environment that has a higher humidity than most parts of Australia and it is important that the customer cares for their purchases on a regular basis.

Clothing:

All clothing is sold on an "as is" basis. Returns are not accepted.

Delivery of goods

Courier

It is the onus of the customer to provide accurate instructions in relation to the delivery of goods. All items which are signed for are said to be in good order/condition upon delivery. The customer must scrutinise any damage to the carton before signing and inspect the goods if damage is visible. All futon and tatami are made at ISO 9001 premises and are checked for defects prior to packaging. It is imperative to check for damage caused in transit by looking all over the cartons and visually inspecting the contents if the carton shows signs of damage . Any insurance is voided once the item is signed for. If an item was delivered with an Authority to Leave then damage claims must be received within 24 hrs of delivery. Carriers require photographic evidence showing the damaged outer carton and any perceived damage to the contents.

Any goods returned to Japanache because the consignee unattended the delivery address or because the given address was incorrect will be subject to a re-delivery fee and may also incur any further costs charged to Japanache (such as returning the package to our warehouse or storage). Some couriers charge a $33 re-delivery fee if they cannot access the premises or cannot find anyone at home.

Please note that carriers may charge storage fees for items that are left longer than 7 days and they are only obliged to attempt re-delivery once. It is not the onus of the courier to contact consignees prior to delivery.

All couriers work to a timetable and should not be expected to deliver only when the consignee is available. Couriers generally deliver on work days between 8am and 5pm. Please don't expect them to call on approach or alter their run to suit your schedule.

Removalist

Goods carried by a professional removalist are not covered by insurance unless requested and paid for in advance. It is pretty expensive (min $400 for $25000 cover)

The removalist will always attempt to phone prior to delivery to advise the consignee of the estimated time of delivery. This may change depending on their freight and any revision of their schedule.

A removalist may deliver any day during the week and at any reasonable hour. Interstate deliveries are not made on a regular basis and may take up to 4 weeks to be made.

Please remember that although your freight is important to the removalist, it is not the only freight that they carry and cannot always fit in with your busy schedule.