Store Policies

The denis-tokyo.com and the denis.jp website are the property of the company DENIS TOKYO inc. All transactions on the website are subject to Japanese law. Every order made by a customer (i.e. you) entails the explicit acceptance of the general conditions described below.

I. PRODUCTS

We will provide products as long as they are in stock. The range of products on offer may be modified due to constraints by the suppliers, which manufactures other products.
If any product is unavailable and denis is not able to provide alternative products of similar quality and price, the purchase will be refunded to the customer. If the product is temporarily unavailable, we will let the customer know about the expected delay by email.

II. ORDER

When you click on the "confirm" button when making an order, you commit to fully accept all the terms of sale as well as the entirety of these General Conditions of Sale and without reserve.
The checkout process consists in 5 successives steps: order list confirmation, billing address (and/or shipping address), shipping choice, payment confirmation. The customer will be provided with the possibility of changing or reviewing any details in his order before final confirmation. Once we have received your order we will send you a order confirmation.

III. PRICE AND PAYMENT

All prices are listed in JPY. Shipping and handling charges (any taxes which depend on countries) are not included in the listed price. Shipping charges are clearly indicated during the ordering process.
All credit card transactions are processed securely. DENIS TOKYO inc does not keep any record of your credit card or other financial information. All financial transactions are encrypted securely and handled.
The import of a product from Japan may be subject to taxes and to custom fees in the country of delivery. These supplementary costs are the customerʼs responsibility. For more information, please read the Shipping page or refer to your national custom official site.
Discount codes provided by DENIS TOKYO inc are valid only if they can be applied in the purchase before payment.

IV. SHIPPING AND DELIVERY

1. Shipment
Once your order is processed, your purchase will be dispatched within 2 to 4 working days.
To tell the truth, most parcels are dispatched within 48 hours! You'll receive a shipping confirmation mail, which includes information such as tracking number, at that time.
All products are dispatched from Japan by airmail or a private carrier in the following list
(EMS,E-packet light by Japanese post). Please consult the Shipping and Delivery page for a list of countries we ship to, as well as send e-mail if your country is not on the list.
2. Shipping cost
Shipping costs vary according to the parcel's weight and the shipment method of your choice.
To get a shipping estimate, simply add desired items to your cart, and shipping cost choices will be displayed under the section "Get shipping estimates", after entering your country and zip code. The shipping fee displayed at check-out is only valid for an order placed on our site. These fees may vary according to the situation. Changes in the shipping method may also occur in the case of voluminous order.
3. Delivery issues
Economy shipments (E-packet light by Japanese post): if your order hasn't been received, first check with your local post-office. Please contact us only after 45 working days.
https://www.post.japanpost.jp/int/service/epacketlight_en.html
EMS shipments : customers are responsible for their order's online tracking (the tracking number is included in the confirmation mail). Sometimes, carriers cannot deliver a parcel (for instance, due to the size of the mailbox), in that case, customers may have to contact carriers directly.
https://www.post.japanpost.jp/int/ems/index_en.html
DENIS TOKYO inc will not be responsible of the return of a parcels that couldn't been delivered.
For more information about shipping fees and delivery, please read the Shipping page.

V. RETURN AND CANCELATION POLICY

If you are not satisfied with your order, you have seven days to return the item(s) for an exchange, refund or credit. Every inquiry must be sent by contact page. Indicate what you are returning and why. In order to process your return, please include your name, email address and order number along with the items that you're returning. You'll be responsible for the shipping charges associated with sending the return back to us.
In case of damaged products, please contact customer service at contact@denis-tokyo.com and send pictures of the broken item with the order number.
Customers can cancel an order until it is dispatched (please contact us as soon as possible).
We try to ensure that all product information is accurate and complete, and that the photographs clearly indicate the shape, color and details of each item. Because orders are shipped internationally, exchanges cannot be made due to customer error (please see the Shipping and Delivery page regarding insured shipping), so please order carefully!
Please be aware that in all cases the customer is responsible for paying Customs fees and for providing any and all documents required by Customs in your country. If the customer refuses to pay those taxes, the package will be back to us. We'll then refund you the amount of the order, after having withdrawn the shipping cost at actual rate that we have been charged by the carrier, and the shipping cost of the return of the package to us. Express shipments can't be sent back to us as return fees are too high (usually exceed the order value). In that case, the order will be destroyed and no refund will be possible.

VI. REFUND

DENIS TOKYO inc will refund the customer within three days after having and verify received the items back. The refund will be proceed on the same account that was used for the purchase.

VII. APPLICABLE DUTY

The company DENIS TOKYO inc is subject to Japanese law. Within those confines, we will try to satisfy our customers as much as we are able. In the event of complaint or difficulties, the customer can contact customer service for help in finding an amicable resolution.

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VIII. INTELLECTUAL PROPERTY

All texts, comments, works, illustrations and images reproduced on the website www.denis-tokyo.com and www.denis.jp are reserved for the title of the royalty and intellectual document of title worldwide. The reproduction, distribution, display or transmission of the content of this site is strictly prohibited, unless already authorized by DENIS-TOKYO Inc.