I have a complaint / Complaint process

Customer Support Team
Customer Support Team
  • Created

If anything has gone wrong please accept our sincerest apologies and rest assured that we will do our best to resolve the issue. We try our best to provide an excellent service, however from time to time customers are not happy and we would prefer to hear from you in order to be able to address the issue and prevent it from happening again.

 

If you are unhappy with any of our services, please do the following and we will give it our full attention.

  • Complete the online form within the contact area to let us know exactly what happened. Give us as much information as you can, including your order number, so we can conduct our investigation properly.
  • We will work with you to resolve the matter as quickly as we can, normally within 72 working hours there should be an update but depending on the case investigations could take slightly longer.
  • We shall let you know what has been done to resolve the issue and the actions we intend to take to resolve the matter to your satisfaction.

 

We understand that immediate resolution is desirable however in some cases due to the time difference with Japan we may need additional time to complete the investigation process and we thank you in advance for your patience and understanding.

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