Help and Frequently Asked Questions
|My Account & Technical Issues|
|I don't think I am receiving your emails|
|If you are not receiving our emails or our newsletters, you could be missing out on our latest deals and offers!
One of the most common reasons for this that your email software is marking emails from us as junk mail, and is sending them to your spam folder. To stop this from happening, please add 'firstname.lastname@example.org' to your email address book, then emails from us should come through just fine.
If you checked this and are still not getting the newsletter, make sure you typed in the right email address when you signed up with us. Just sign into your account, or get in touch with us, and we'll do our best to sort it out for you.
|Is it safe to order over the internet?|
|Ordering online is safer than it's ever been. We use one of the most secure online ordering systems available, and we are constantly researching and improving our software to make sure we offer the highest possible security at all times.
We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it.
This technology includes the following features:
|My payment keeps declining...|
|Not to worry, this happens for a variety of reasons. If you are sure your payment details have been entered correctly, please try contacting your card issuer or bank to check if they are putting a block on the payment - this sometimes happens with international transactions, and is just the card issuer doing their best to protect you from fraud. If you are still having trouble after following these steps, please get in touch.|
|I sent you and email, but got no reply...|
|There may be a number of reasons you may not receiving emails from us. When you sign up and place an order you will receive a variety of emails which include our Newsletters, Order and Return Confirmation emails and responses from our Customer Services Team.
We recommend you check your Spam filter settings and look through your Junk folder, in case our emails are going in there. If this is not the case, then we may have the incorrect email address registered for you. Please check your account details to ensure your email address is spelt correctly and it is your valid email address.
|Do I have to pay sales tax?|
|In general no. Orders that are shipped outside of Japan are NOT subject to Japanese sales tax - though you may be subject to import duties/customs charges once the order reaches your country, in accordance with local laws and legislation. If your order is to be shipped within Japan, the standard Japanese sales tax (消費税) will be added to the cost of your order.|
|I need a copy of my receipt/invoice.|
|Click the "My Account / Order Status" link at the top right hand side of our site to print invoices.|
|This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.|
|When will my credit card be charged?|
|If your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful. If your card is not authorised, payment will not be taken, so please contact your bank or card issuer to find out why they wouldn't authorise the payment.
Please remember that even if a payment isn’t authorised, it may look like we have still taken the money as some card issuers may still reserve the money, for a short period of time. Further, successful payments sometimes take a short time to appear on your statement, so please do not worry if the authorised payment does not show up right away.
|Do you have a catalogue?|
|Although we produce infrequent information and promotional leaflets, we don't have a catalogue as such. With so many items to choose from and with new products added all the time, it would be impossible to keep up if we did.
Instead we put all our energy into providing you with a website where you can shop 24 hours, 7 days a week, where we can show you what the items look like both in detailed pictures and informative videos.
Worried about buying online? Rest assured we invest time and money to make sure we have the systems and software that protect you and your purchases.
|The price has been reduced since I ordered, can I have a refund?|
|As an online business our prices change in response to trends, stock and demand from customers. Thus, in the same way that we won't ask for more money should put the price up, if we reduce the price of a product after you have bought it we will not to refund the difference.|
|Can you give me more information about a product?|
|We try to give you as much useful info as we can about all our products, including:
|How can I pay?|
|We accept the following payment methods ?
|What currency can I use to pay?|
|All transactions on our site are carried out in Japanese Yen. Please use the provided currency converter to get a rough idea of how much this will be in your local currency. However, please be aware that the amounts provided by this converter are for guidance purposes only, and the actual amount charged my be slightly different, depending on several variable factors.|
|Do you have an ethical sourcing policy?|
|We have a responsibility to our customers, colleagues and supply partners to ensure that the items sold on our site are produced under acceptable conditions and in an ethical way.
This means that we demand that they must have been produced:
|Do you offer discount to clubs or instructors?|
|It is our constant quest to continue providing all of our customers with the best quality products for the cheapest price, which means that we make little mark-up on our items, and have little room to offer further discounts. However, if you have a particulalry large order for your club or for wholesale purposes, please contact us and we will discuss the possibilities.|
All prices are in JPY