Shipping & Returns Policy
Notice of Free Shipping Price Change
Thank you for your continued patronage of the JAU Online Shop.
Due to recent increases in raw material prices and shipping costs, we have decided to adjust the free shipping price. Please see below for details.
[Changes]
Before: Free shipping for purchases over ¥5,500 (tax included) per item (excluding Okinawa)
After: Free shipping for purchases over ¥11,000 (tax included) per item
For purchases under ¥11,000, shipping will be a flat rate of ¥500, and to Okinawa, it will be a flat rate of ¥1,000.
We apologise for any inconvenience this may cause, but we appreciate your understanding.
Shipping Fees
Free shipping is available for orders over ¥5,500 (excluding Okinawa). For orders under ¥5,500, a flat shipping fee of ¥500 applies. Shipping to Okinawa is free for orders over ¥13,200. Otherwise, a flat shipping fee of ¥1,000 applies. We ship to all destinations within Japan.
Shipping lead time
Most of our products are stocked in Japan, and orders typically ship within 1–3 business days. We process and pack orders Monday to Friday, so your order should be dispatched on the same or next business day.
Collecting your purchase from JAU
You are welcome to collect your purchase directly from the JAU Shop or JAU Studio (outside of Shop hours). Please contact us in advance to arrange a convenient pickup time.
Returns and Exchanges
In the case of a Damaged or Incorrect Product
We take great care in managing our products, but in the rare event that you receive a defective or incorrect item, we gladly accept returns or exchanges. Please contact us within 7 days of receiving your order to arrange a resolution. Unfortunately, we cannot accept returns or exchanges if the request is made after this 7-day period. Please note that this warranty does not cover age-related deterioration due to normal use, general wear and tear, negligence, improper handling, or intentional damage.
Returns and Exchanges for Customer Preference
We accept returns and exchanges for unused and unopened products within 7 days of receiving your order.
Exchange Process
If an exchange is requested, we will replace the item with the same product, provided it is in stock. If the product is unavailable, you may return the item for a refund of the product price.
Due to the nature of our products, some products made from natural materials may have variations in colour and pattern. While we strive to represent each product accurately, colours may appear slightly different depending on factors out of our control. If you have any concerns regarding colour or pattern, please feel free to contact us before placing your order.
Return & Exchange Shipping
- For defective or incorrect products: JAU will cover all shipping costs for returns and exchanges.
- For change-of-mind returns or exchanges: The customer is responsible for shipping fees, which must be prepaid using a provided shipping label.
- If we are unable to deliver your order due to an incorrect address or prolonged absence, we may cancel the order at our discretion. In such cases, JAU is not responsible for ensuring product delivery. We appreciate your understanding.