Help & FAQ's
Ordering
We completely get it, we change our minds too!
While we are unable to alter or cancel an order automatically once it
has been placed, we can, however, manually process your request before post
pickup (2pm Mon-Fri) so please call and email us with your request to: info@japanesetools.com.au or +61 2 9527 3870.
If we miss this window and your order is shipped, we can recall it or
arrange for a return once your order is received.
We want to speak to you too!
Please contact
us with any questions, concerns, or feedback. Our office hours are 9.30am
to 4pm Monday to Friday.
If we miss your call, please
leave us a voicemail. We may simply be assisting customers in-store or on
another call, and we’ll be sure to get back to you asap.
Alternatively, you can send us
an email with your request. Email can often be the quickest way to reach us,
particularly over the weekend.
Once your order is placed, you will receive an automated order
confirmation email. This includes your #JTA order number, a summary
of the products ordered and your shipping address. Please check that all this
information is correct and let us know as soon as possible if anything needs to
be changed.
Once your order has been packed and dispatched with our delivery
partners AusPost, StarTrack and TNT, you will receive a second automated email
with a tracking link. Simply click the link to view live updates on the
location and progress of your order.
Orders and tracking can also be seen when signing in to your JTA
account.
Shipping
We currently ship to Australia, NZ, Europe, and Asia. To enquire about
shipping to a different destination, please contact us.
Local standard shipping normally takes 3-5 days. Express shipping is also
available at checkout and usually takes 1-2 days pending location within
Australia.
International shipping times depend on the destination and are estimated
at checkout.
Returns and Refunds
Change of mind returns must be returned within 14 days after receiving
your order. Items must be returned in the same condition in which they were
received, be unused and include all the original packaging.
Please email us at info@japanesetools.com.au with the reason for the change of mind and let us
know your preferred outcome – exchange, JTA Gift Card or a refund.
Refunds are processed within 7 days from when we receive the returned item(s).
The amount for the product/s (minus the postage) will be processed back onto
your original chosen payment method, and a confirmation email sent once this
has been processed.
We understand circumstances sometimes change and if you need to cancel a booked spot for one of our JTA classes, we will offer a no-questions-asked refund 14 days prior to the class date. If cancellation occurs closer to the class date, we must fill the spot first before offering a refund.
If you simply forget the class date or are a no-show on the day, we cannot offer a refund or credit
If the class is postponed by the teacher, we will offer a choice of refund or credit.