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Frequently asked Questions
Order & payment
Yes of course. We ship worldwide.
Yes, we have the 3D Secure device and a secure server to guarantee you a safe online payment.
First of all, check that the data entered is correct and that your card has not expired, but also that the payment limit has not been reached or that you have sufficient funds. On the other hand, the mandatory implementation of 3D Secure, allowing secure online payment can create some problems when paying for your order. There may also be a payment error from your bank, if this happens more than once, please contact them to resolve the issue. In which case, you can try to order again.
No. As we take care to protect the environment as best as possible, we do not put any invoice in our packages. They will be sent to you exclusively by email in PDF format after validation of the order.
Throughout the year, we put in place promotional offers. To be notified first and take advantage of exclusive offers, we invite you to join our newsletter using the dedicated tab below. On the other hand, you may have received one or more codes following previous orders. Be sure to look at your emails, or in your customer account, to see if you have any active ones.
To take advantage of your promo code, please enter it when paying for your order. If, however, the code does not work, contact us.
We can provide packaging for some of our items, however, our priority is above all the protection and safety of your order. Please take these parameters into account.
On request, we can slip a word of caution into your package. You just have to add your request and your word in comment when placing your order and we will take care of the rest.
In order to satisfy you, our processing times are relatively short. Thus, once your order is prepared and shipped from our premises, we no longer have control over it. The cancellation of your order being on your part, the return thereof will be at your expense.
Delivery & tracking
You will automatically receive an order confirmation email to the email address you provided, as soon as you have validated your order. You automatically receive a shipping confirmation message when your order ships. This message informs you of the parcel number linked to the chosen carrier and offers you a link to the website for tracking your delivery. If you have chosen delivery to a So Colissimo relay point (post office, merchant or Colissimo space), you will receive an SMS and an email informing you of the availability of your order.
We work with several carriers to allow you a choice according to your possibilities and your desires. So you can choose between Colissimo, DPD and DHL.
Upon receipt of your payment, the order is processed and shipped as soon as possible (within 3 working days). Delivery takes place within an average of 2 to 3 working days (except Sunday and public holidays) for mainland France and 5 days for European Union countries from your payment.
There are several ways you can check the status of your order. As soon as your order is ready to send, you will receive an email with a link allowing you to track your package. So you can see the status of your order in a very easy way. If you have any questions about delivery, please contact one of our parcel transport companies whose contact details are given to you in our dispatch notification email. The request for delivery on a desired date is generally available from most parcel delivery companies.
We pay maximum attention to our services, both on the quality of our products and on our packaging. However, if your order is damaged during transport, please send us your order number with photos showing the damage to infos-contacts@wakagi.fr. You also have the right to refuse a damaged package during delivery!
In order to satisfy you, we try to have a fairly short order preparation time, so that it reaches you quickly. In this sense, it is almost impossible for us to change your delivery address. If, however, you notice it quickly, contact us on +33 2 50 06 18 40, so that we can help you resolve this problem very quickly if your package is not yet prepared.
Returns & Refunds
If an item does not meet your expectations, you have 14 days to return it in its original packaging for exchange or refund, after having notified us by e-mail at infos-contacts@wakagi.fr. The return costs will nevertheless be at your charge, unless the return is due to an error on our part. In case there are any damaged items, please contact us. Only products returned complete, in good condition and in their original packaging as we will have delivered them to you, will be taken back or exchanged, in which case we will not make any refund.
All items should be returned to the following address:
FAMD SARL
105 rue Saint Gaud
50400 Granville
France
We are sorry if an error occurred during the preparation of your order. Please get in touch with our customer service at infos-contacts@wakagi.fr so that we can resolve the problem as soon as possible.
For any item exchange, please contact customer service by sending an e-mail to the address: infos-contact@wakagi.fr
Products & other questions
We are delighted to know that you have thought of us! Please send your request to the following e-mail address: victoria@wakagi.fr
We are aware that importing items from Japan has a certain environmental impact. In this sense, we order large quantities of goods from our suppliers occasionally during the year for the purpose of optimal transport. This therefore explains the shortage of stock of some of our items over a shorter or longer period. In order to reduce the impact we have, we have chosen to reuse certain plastics (serving to protect light objects) but above all, cardboard boxes that we collect from various brands in the region. The same goes for the wedging and lining of our packages.
The vast majority of the items we sell come direct from Japan. Every year, we contact our Japanese suppliers to ensure a certain quality. On the other hand, some items may come from China, since some Japanese companies work as subcontractors with Chinese companies. In order to be transparent with you, you can find an icon on each item sheet allowing you to specify their country of origin.
Some products arrive in small quantities and can therefore leave quite quickly. If you have seen an item, but it is no longer in stock, do not hesitate to contact us by e-mail at infos-contacts@wakagi.fr, where we can inform you more about the next arrivals planned.
You can find on the item sheets, textile products in particular, a size chart. Take the time to choose yours so that the article can fully satisfy you. If in doubt, contact our customer service, who can guide you.
In order to always satisfy you and to keep improving, it is important to leave us a review after placing an order with us. This is why we strongly invite you to post a review on Trusted Shop through the email that will be sent to you after receipt of your items.