How can we help?
FAQ
Delivery
Do I have to pay import duties?
In some countries, import duties and other customs charges may apply. These additional charges must be paid by the customer.
Do I have to pay taxes and customs fees before delivery?
As our products are shipped from Japan they may be subject to taxes and to customs fees in the country of delivery. These costs are the customer’s responsibility.
How long does it take to receive my order?
.Products will be shipped within 2 business days of order confirmation, if in stock. Shipping times vary by country and product, but it usually takes 9-20 business days after your order has been shipped from our warehouse.
.Since some items are made to order, these items take 2-3 weeks from the time the order is received to produce the item and prepare it for shipping. For economy shipping, delivery usually takes 9 to 30 business days (excluding Saturdays and Sundays). However, in extreme cases, it may take up to 45 business days.
.Delivery and customer service are closed on weekends, Japanese national holidays, Obon (one week in mid-August), and New Year (one week from late December to early January).
.Delays may occur due to natural disasters, COVID restrictions, or other reasons.
.To confirm the arrival date, a tracking code will be sent with your shipment, please refer to it for shipping updates.
.In the unlikely event that you are unable to confirm the status of your item even after contacting the shipping company as well, please contact us at the following email: info@experience.juneihotel.com
What shipping company do you use?
Our products can be shipped by Japan Post
How much is the shipping cost?
All shipping charges will be calculated automatically when your check out based on weight & your shipping country.
Returns
Until when can I cancel my order?
This is possible before the product is shipped. If you wish to cancel or change your order, please contact us by e-mail as soon as possible.
We do not accept cancellations or changes to orders after the shipment notification e-mail has been sent.
Can I return it if it is not what I expected?
No returns are accepted. Since most of the products are unique and hand crafted,
there will be variations from the products in the photos
The size does not fit. Can I exchange the size?
No, We do not accept exchanges.
About Junei
What are your business days?
Business Hours: Monday-Saturday 9am-17pm JST (UTC+9). In addition, we will not be in office during Japanese national holidays.
How can I contact Junei?
You can contact us by contact-form.
