FAQ
Frequently Asked Questions
About Osakamachi
Osakamachi was founded in 2022 and is headquartered in Osaka, Japan. Starting from Osaka, Osakamachi has in-depth cooperation with high-quality supply chains and channel resources in Japan, with the goal of "allowing every customer in the world to easily buy and buy good Japanese high-quality products at fair and reasonable prices". Brand vision, while paying attention to the shopping experience of every customer, adhering to the brand spirit of "respecting every consumer", we are committed to creating a culture of high-quality service.
Due to the uncertainty of recent global events and the impact of COVID-19, many of our community have reached out to us with questions. We hope to provide our community with updated, accessible information regarding our situation during this global crisis.
Because of the covid-19, some areas of the delivery time may be affected Please refer to osakamachi.com for more information.
Here are few reasons:
We acquire the snacks directly from the manufacturers and we deliver to you directly, eliminating the middlemen usually necessary for similar services.We only apply small margin to our products.If you're looking for Japanese products, you can't really go cheaper than buying from Japan directly. That's why we're here!
The shipping status has not updated.
Please allow up to 24 hours for the shipping status to update.
In addition, shipment and delivery of orders may be delayed due to order congestion, product shortages, weather conditions, customs inspection, local postal congestion, etc.
If you have not received a shipping status update for more than a week, please contact Customer Support.
The order has not been dispatched.
Dispatch may be delayed due to a large volume of orders or a shortage of items, but orders should be dispatched within 3 days of the estimated dispatch date.
If the status has not updated 3 days after the estimated dispatch date, please contact Customer Support as we would be happy to look into the issue for you.
Some items have fast shipping options (it will be stated on the product page)
Tracking numbers sent by email after a short processing time.
To return your product, you should mail your product to our Japan office. Please contact us first before your shipment, otherwise, it is possible that we are not able to receive the package.
You will be responsible for paying for your own shipping costs for returning your item. We recommend shipping with a tracking number.
Cancellation (if applicable)
You can cancel your order before the shipping process. Please note that once the order is under shipping processing, we are not able to start the cancellation. If any urgent matter please email us at info osakamachi@mizuwa-shoji.jp.
Returns
No quality problems principle not to return or exchange
Due to hygiene reasons, the shipped and opened packages are not eligible for return except for the defective and damage reasons (reasons like change mind, wrong model/color purchased, etc are not acceptable for returns).
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
If the customers find the products in the package are defective, damaged, or wrongly fulfilled, please contact us immediately (info osakamachi@mizuwa-shoji.jp). Photos and videos with original packaging are preferred to claim the case. Packages received after 5 business days are not eligible for the claim.To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
To start a return, you can contact us at info osakamachi@mizuwa-shoji.jp. Please note that returns will need to be sent to the following address:
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info osakamachi@mizuwa-shoji.jp
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info osakamachi@mizuwa-shoji.jp