Shipping policy

Shipping Policy

Last updated: 5 Jan 2026

Thank you for shopping with Japan Hub.

This Shipping Policy explains how orders are processed, dispatched and delivered. Please read it carefully before placing an order.

Japan Hub works with selected suppliers, warehouses and fulfilment partners in the United Kingdom, Europe and Asia. Depending on the product and stock location, your order may be dispatched from a UK or international fulfilment facility.

1. Delivery Area

Japan Hub primarily delivers to addresses within the United Kingdom, including:

England;
Scotland;
Wales;
Northern Ireland.

Delivery availability may vary for remote locations, islands, PO boxes, military addresses and other restricted delivery areas.

If we are unable to deliver to your address, we will contact you and issue an appropriate refund for any affected products already paid for.

2. Order Processing

Orders are normally reviewed and prepared for dispatch as soon as reasonably possible after:

The order has been submitted;
Payment has been successfully authorised;
Any necessary security or fraud checks have been completed.

Orders placed during weekends, public holidays or periods of exceptionally high demand may begin processing on the next available business day.

We may contact you if additional information is required to verify your order or delivery address.

3. Estimated Delivery Time

Our standard estimated delivery time is:

7–10 business days

This estimate begins from the date your order is confirmed and payment is successfully accepted.

Business days are Monday to Friday, excluding UK bank holidays.

Delivery dates are estimates rather than guaranteed appointments unless we have expressly agreed a specific guaranteed delivery date with you in writing.

4. Exceptional Delivery Delays

Although most orders are expected to arrive within 7–10 business days, exceptional circumstances outside our reasonable control may cause delivery to take longer.

In these situations, delivery may take up to:

30 calendar days from the date the order is accepted

Possible causes of delay include:

Customs inspections or border procedures;
Carrier or postal-service disruption;
Severe weather conditions;
Public holidays;
Strikes or industrial action;
Seasonal increases in parcel volumes;
Transport network disruption;
Supplier or warehouse delays;
International shipping restrictions;
Government action or regulatory inspections;
Incorrect or incomplete delivery information;
Events affecting global supply chains;
Other circumstances outside Japan Hub’s reasonable control.

The possibility of an exceptional delay does not remove your statutory consumer rights.

5. Delayed Orders

If your order is delayed, we will take reasonable steps to:

Check the available tracking information;
Contact the delivery or fulfilment partner where appropriate;
Provide available updates;
Help resolve the delivery issue.

A temporary delay does not necessarily mean that the parcel has been lost.

Please allow the stated delivery period to pass before reporting an order as overdue, unless the tracking information indicates a specific problem.

For assistance, contact:

Email: support@japanhubofficial.com
WhatsApp: +44 7520 650 739

Please include your full name and order number.

6. Orders Not Delivered Within 30 Days

We do not intend for orders to remain undelivered for longer than 30 calendar days.

If your order has not arrived within 30 calendar days from the date it was accepted, contact us immediately so that we can investigate and provide an appropriate resolution.

Depending on the circumstances and your rights under applicable UK consumer law, you may be entitled to:

Agree to a revised delivery period;
Request a replacement;
Cancel the affected order;
Receive a refund for products not delivered.

Where a specific delivery date was expressly agreed and was essential to your purchase, additional rights may apply if that date is missed.

Nothing in this policy limits your statutory rights regarding late or failed delivery.

7. Order Tracking

Where tracking is available, tracking details will normally be sent by email, SMS or another contact method provided during checkout.

Tracking information may take several business days to update after dispatch. This can happen while:

The parcel is moving between international facilities;
The carrier is waiting to scan the parcel;
The parcel is undergoing customs processing;
The shipment is being transferred to a local delivery provider.

A lack of immediate tracking updates does not necessarily mean that the order has stopped moving.

Some delivery services may provide limited tracking information until the parcel enters the United Kingdom.

8. International Fulfilment

Some Japan Hub products may be stored or dispatched from fulfilment centres outside the United Kingdom, including facilities located in Europe or Asia.

This means that:

International tracking events may appear;
The parcel may pass through customs;
Packaging may display the name of a supplier, warehouse or logistics provider;
The sender’s address may differ from the Japan Hub contact address;
Delivery may be completed by a local UK carrier after the parcel enters the country.

The Japan Hub brand does not mean that every product is manufactured or dispatched from Japan.

Products may be designed, manufactured, stored or distributed in different countries.

9. Separate Parcels

Products from the same order may be stored in different warehouses.

As a result:

Your order may be divided into multiple parcels;
Parcels may arrive on different days;
Each parcel may have a separate tracking number;
One product may arrive before another.

Receiving only part of an order does not necessarily mean that the remaining products are missing.

Where we divide an order into separate parcels, you will not be charged additional delivery fees unless those fees were clearly disclosed and accepted before checkout.

10. Delivery Charges

Any applicable delivery charges will be displayed during checkout before you complete your purchase.

Delivery charges may depend on:

The delivery address;
The products ordered;
Parcel size or weight;
The selected delivery method;
Promotional offers;
Remote-area surcharges, where applicable.

We will not add compulsory delivery charges after checkout unless the customer requests a change that creates an additional cost and agrees to that cost.

11. Customs, Taxes and Import Charges

Where products are dispatched internationally, they may be subject to customs procedures.

Any compulsory charges that Japan Hub knows must be paid by the customer will be disclosed before the order is completed, where required.

Customers will not be asked to pay unexpected import charges that were presented as included in the order price.

If a carrier or customs authority contacts you requesting an unexpected payment, please contact us before paying so that we can investigate.

Japan Hub is not responsible for delays caused solely by customs authorities, border inspections or government procedures outside our reasonable control. However, we will provide reasonable assistance where possible.

12. Accurate Delivery Information

Customers are responsible for providing a complete and accurate delivery address, including:

Full recipient name;
House or building number;
Street name;
City or town;
Postcode;
Telephone number;
Flat, unit or access details where applicable.

Please review your information carefully before completing checkout.

Japan Hub is not responsible for delays caused solely by incorrect or incomplete information supplied by the customer.

13. Changing the Delivery Address

We will attempt to update the address where reasonably possible, but we cannot guarantee that changes can be made after:

The order has entered processing;
A shipping label has been created;
The parcel has been dispatched;
The order has been transferred to a fulfilment partner.

Japan Hub cannot redirect a parcel after dispatch where the delivery provider does not support address changes.

14. Failed Delivery Attempts

The carrier may:

Attempt delivery more than once;
Leave the parcel in a safe place;
Deliver it to a neighbour;
Leave instructions for collection;
Redirect it to a local collection point.

Customers are responsible for following the carrier’s instructions within the stated collection period.

If a parcel is returned because it was not collected, reasonable reshipping or return costs may apply where legally permitted.

We will not charge the customer where the failed delivery was caused by Japan Hub or the delivery provider.

15. Safe-Place and Neighbour Delivery

Where permitted by the delivery provider, parcels may be left:

In a location nominated by the customer;
In a safe place selected by the carrier;
With a neighbour;
At a reception desk;
At a designated collection point.

Please check these locations and any delivery photograph or carrier notification before reporting the parcel as missing.

If you provide specific safe-place instructions, you are responsible for ensuring that the selected location is reasonably secure and accessible.

This does not remove any rights you may have where the delivery provider failed to follow reasonable instructions or delivered the parcel negligently.

16. Parcels Marked as Delivered but Not Received

If tracking shows that your parcel has been delivered but you cannot locate it:

Check the delivery address on your order;
Check around the property and any safe places;
Ask household members, neighbours, reception staff or building management;
Review any delivery photograph or notification;
Contact the carrier where possible;
Contact Japan Hub promptly if the parcel remains missing.

We may ask you to provide a written confirmation of non-receipt so that we can open an investigation with the delivery provider.

We will not reject a valid claim solely because tracking shows “delivered”. Each case will be investigated based on the available evidence.

17. Lost Parcels

A parcel will not normally be treated as lost until the delivery provider’s investigation period has passed.

Where a parcel is confirmed as lost before delivery, Japan Hub will provide an appropriate remedy, which may include:

Sending a replacement, subject to availability;
Issuing a refund;
Offering another solution agreed with the customer.

Customers will not be required to bear the loss of a parcel that is lost before it is delivered into their physical possession or to a person nominated by them.

18. Damaged Parcels

Please inspect the parcel and product as soon as reasonably possible after delivery.

If the product arrives damaged, defective, incomplete or incorrect, contact us at:

support@japanhubofficial.com

Please provide:

Your order number;
A description of the issue;
Photographs or video of the product;
Photographs of the external and internal packaging;
A photograph of the delivery label where relevant.

Keep the packaging until we have reviewed the case, as the delivery provider may require it for an investigation.

Your rights regarding damaged, faulty or incorrect products are explained further in our Returns and Refunds Policy.

19. Refused or Unclaimed Parcels

Refusing a parcel does not automatically cancel your order.

To cancel an eligible order, you should contact us clearly and follow the procedure in our Returns and Refunds Policy.

If a parcel is refused, unclaimed or returned because the customer:

Supplied an incorrect address;
Failed to collect the parcel;
Repeatedly missed delivery;
Refused delivery without notifying us;

we may deduct reasonable direct costs from the refund where legally permitted.

No deduction will be made where the failed delivery was caused by Japan Hub, the supplier or the delivery provider.

20. Order Cancellations

We will make reasonable efforts to stop the order before dispatch, but cancellation cannot be guaranteed once processing has begun.

If the parcel has already been dispatched, you may need to receive it and follow our standard return procedure.

Your legal cancellation rights are explained in our Returns and Refunds Policy.

21. Risk During Delivery

Japan Hub remains responsible for the product until it is delivered into:

Your physical possession; or
The physical possession of a person identified by you to receive it.

Where you independently appoint a carrier that was not offered or arranged by Japan Hub, responsibility may transfer at an earlier stage where permitted by law.

22. Events Outside Our Reasonable Control

Japan Hub will not be responsible for a delay caused by an event outside our reasonable control, provided that we:

Take reasonable steps to minimise the disruption;
Keep affected customers informed where possible;
Continue to respect applicable statutory consumer rights.

Events outside our reasonable control may include severe weather, natural disasters, war, civil unrest, strikes, transport shutdowns, border closures, government restrictions, epidemics, customs disruption and major carrier failures.

This section does not allow Japan Hub to retain payment indefinitely for products that are not delivered.

23. Contact Us

For questions about dispatch, delivery, tracking or a missing parcel, contact:

Japan Hub Customer Support