FAQ and T&Cs

Orders

We accept orders from the mainland UK & NI, and also from several EU countries (see below).
 

Reservations and pre-orders
We are able to accept reservations for any items that are due to come into stock. To reserve an item, simply send an email to info@japan-cool.co.uk with the items that you want to reserve and we will set them aside for you when they come in. We will e-mail you a special link to order them, and you can order at your convenience. We are usually happy to keep items reserved for any reasonable period of time, usually up to a month from when they arrive.

We do not normally require a deposit for this service.

 

Special orders
We can also take requests for special items that we do not have in stock. We are able to obtain most Japanese hobby kits and items. To place a special order, please send an e-mail to info@japan-cool.co.uk detailing the items you would like, and we will be able to provide you with a guide price and estimated time to get the item into stock. We are unable to give exact prices for items because the exact price will depend on the shipping costs and exchange rate, which we will not know until the order is finalised with our suppliers, but barring extreme changes in the exchange rate, the price we give you should be close to the final sale price.

We do not normally ask for a deposit for special orders. However, we may occasionally do so in the case of very expensive items or requests from new customers.

Once the item arrives, we will send you an e-mail with a link to place the order.

Please note - we reserve the right to refuse reservations and special orders from customers who have previously placed such orders but not bought the item(s) requested.

 

Pricing

We strive to keep our pricing as competitive as possible. Our prices are affected by many factors, including exchange rates. Prices may vary without notice, but the price you pay will be the price at the time that your order is placed. You will never be asked to pay any more than the order price.
 

Payment

We use Worldpay and Paypal as our payment providers. We can accept most major debit and credit cards.

When you complete your order, you will be taken to Worldpay's or Paypal's secure payment page to complete your payment. Your payment information are not stored by us.

We can also accept payment by cheque or bank transfer by prior arrangement. However, goods will not be posted until funds have cleared, and non-receipt of payment within 7 days from order placement may result in your order being cancelled and the goods being re-allocated.
 

Delivery

UK delivery

Our standard delivery charges are based on the total weight of your order, and is normally delivered using MyHermes.
* For goods up to 40g (such as sheets of decals), delivery is 80p.
* For goods up to 700g, delivery is £2.99.

Orders over 700g will be sent via Express Delivery. Express Delivery is a 1-2 working day service (usually next working day if ordered before 12pm), and is normally sent via Interlink Express. Express delivery prices are as follows:
* For goods up to 40g, delivery is £1.
* For goods up to 3.5kg, delivery is £6.99.
* For goods up to 8.5kg, delivery is £8.99.

Most orders are despatched using Interlink Express and are fully tracked. You will receive an e-mail with your tracking reference once your delivery has been booked. We can arrange to dispatch by an alternative service (e.g. Royal Mail) at your request, but this may incur a further charge. A signature is required for all goods weighing over 700g.

Delivery times for are quoted in working days (Mon-Fri, excluding bank holidays) from the day you place your order.

The weights of all items is displayed in the shop. If you plan to order more than 8.5kg of goods, please contact us for a quote.
 

International delivery

We are pleased to be able to offer international delivery to the following EU destinations:
Zone 1: Germany - £11.00
Zone 2: Ireland, Belgium, France - £12.00
Zone 3: Netherlands, Austria - £14.00
Zone 4: Poland, Spain, Denmark - £16.00
Zone 5: Italy, Portugal, Sweden - £18.00
Zone 6: Finland - £24.00

These prices are a flat rate delivery for all orders. All international delivery is dispatched using DPD and normally takes 3-4 working days.

Depending on your local customs laws, you may be subject to additional charges for postal imports. You are responsible for paying any such charges.
 

Cancellations & Return

Cancellations
Under the terms of the European Consumer Rights Directive 2014, non-business customers have the right to cancel your order at any time within 14 working days from receipt of goods. To do so, you must contact us in writing, by phone or by e-mail at info@japan-cool.co.uk. Please include your invoice number and a list of item(s) to be returned. You do not have to provide a reason for your return, however, if you do not, you may be liable for the cost of the return (see below).

We can also arrange, by mutual agreement, for the goods to be picked up by courier and returned to us within a reasonable timeframe. You are responsible for making the goods available for collection.

Except where you are returning the goods because they are defective or you were supplied with the incorrect goods, you are responsible for the cost of the return. If you have damaged or otherwise made changes to the condition of the goods (for example, if you have partially assembled a model kit), we will make a deduction from the value of your refund.

All refunds will be made within 14 days from when we receive the goods back, or you provide us with proof of return postage, whichever is sooner. Your refund will include the cost of delivery, up to our standard delivery cost for your order, except where the goods were defective or incorrect, in which case the full delivery cost will be refunded even if you chose express delivery.

We reserve the right to refuse future orders from customers who cancel after receipt of goods.

Omissions, errors and damages
If you have received incorrect or damaged goods, or you have not received some items in your order, please notify us within three working days. We will carry our our best endeavours to correct any problems with your orders as quickly as possible. We will not substitute alternative goods unless agreed with you in writing or by e-mail. We may also choose to offer you replacement parts in lieu of a full replacement.

We are unable to accept returns as damaged or defective due to damage to outside packaging incurred during transit. This does not affect your 14 day cooling-off period.

Please note that all deliveries on orders weighing over 350g must be signed for to acknowledge receipt.

Your contract
Please note that placing an order and receipt of an order confirmation email does not constitute acceptance of an order nor a contract. Your order shall be deemed to have been accepted only when your goods have been dispatched. 2eon Ltd. reserves the right to cancel any order at its discretion.


This information does not affect your statutory rights.


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