Japan With Love reserves the right to accept or decline cancellation requests on a case-by-case basis. Please note that we may not be able to cancel orders that have already been shipped, but can be returned as described in our Return Policy.
These are common cancellation cases:
1. Cancel from Buyer
Typically, orders are non-cancellable once placed. However, at Japan With Love, we do accept cancellation requests with an applicable fee.
We provide two refund options for pre-orders and in-stock items. If you opt for store credit (points), there will be no fee, and you'll enjoy the benefits of having credit with no expiration, protection against exchange rate fluctuations, and convenient future purchases. However, if you choose a refund to your original payment method, a 5% fee will be deducted to cover transaction costs, and an additional 5-10% fee may apply for stock and handling expenses. Please read more detailed information below.
1.1 For Pre-Order
Pre-order items come with unique considerations and entail greater responsibilities due to their limited quantity. Therefore, in the event of a Pre-Order cancellation, we kindly request that you understand and acknowledge your partial responsibility in this matter. In particular:
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Cancellation within 7 Days before Release Date: If you decide to cancel your pre-order up to 7 days before the release date, please be aware that a 10% cancellation fee of the item price will apply. You will only receive a refund of 90% of the pre-order value.
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Cancellations after the 7-Day Deadline: Should you choose to cancel your pre-order after the 7-day deadline has passed, a 15% cancellation fee will be applicable. This will result in an 85% refund of the pre-order value. As the release date approaches, our obligations increase, and this fee will help us cover the associated costs (e.g. Prepare for sourcing)
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Cancellations due to delay of manufacture: Regretfully, free cancellations for delayed release dates are not possible as orders have been placed and paid for because we need that fee to cover the associated costs (e.g. Prepare for sourcing) and manufacturing company decisions impact the release process, beyond our control. We apologize for any inconvenience and appreciate your understanding.
1.2 For Orders in "Processing" Status
We understand that circumstances may change, and you may need to cancel an order after payment but before it's handed to the carrier.
At Japan With Love, we accept cancellations for "Processing" orders within 24 hours of payment, with a 5% flat fee deducted from the refunded amount to cover a transaction fee to our payment gateways (Shopify Payment or Stripe) because these fees are not refundable once a payment is captured by system.
After 24 hours, a 10% fee applies to cover additional handling costs. Therefore, we kindly ask you to review the order status carefully before contacting us for processing. It is essential to act swiftly within the 24-hour window to ensure successful cancellation.
Please note: all orders will be in "Processing" status automatically once the order is paid.
*Update: From May 27th, 2024, customers who paid through Paypal will be free of the 5% fee when they request cancellation within 24 hours of payment.
1.3 For Orders in "Delivered to Carrier" Status
Once an order has been delivered to the shipping service, certain changes or cancellations become logistically challenging. To provide clarity on how we handle such cases, we have outlined our policy below.
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Modifications and Cancellations Unavailable: Once the goods have been handed over to the shipping service, we are unable to modify the order information or accommodate cancellations.
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Buyer's Responsibility: If any changes or resolutions are required after the order is in "Delivered to Carrier" status, customers can coordinate with the shipping office in their home country for further assistance and resolution.
2. Cancel from Us
While we strive to maintain accurate product availability information, unforeseen circumstances may arise that could impact order fulfillment. Be assured that if such a cancellation becomes necessary, Japan With Love will promptly notify you. Your understanding and cooperation are highly valued in facilitating a seamless ordering process.
2.1 Manufacturer Cancellations or Delays
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Manufacturer Cancellations: In less common cases, the manufacturer may cancel a product's production or availability. Should such a situation occur, our customer support team will promptly notify affected customers and provide suitable alternatives or refunds.
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Manufacturer Delays: Manufacturers may occasionally face delays in product release dates. We always assure our customers that we will do our best to keep you informed of any such delays and provide updated estimated delivery times as soon as possible.
2.2 Force majeure circumstances
While we accept cancellations in most cases, there are rare instances where we may be forced to cancel your order due to force majeure circumstances, such as strict customs regulations in your country or if your order is flagged as a risky payment status. However, rest assured that if such a cancellation is necessary, Japan With Love will proactively inform you. We appreciate your understanding and cooperation in ensuring a smooth ordering process.