FAQ

You are welcome to include additional items to your order as long as before the packaging process has been completed, as per our partner warehouse regulations.

Please email our customer support team, and let them know which and how many items you would like to add. Then we will send you an invoice for payment.

Customer Support: info@ufour.net

Sorry, we do not accept individual purchases.
We only sell them as a set, as our aim is to support the simple creation of unique party themes.

Ufour is an online store based in Tokyo, Japan, and we don't have any physical stores. We collect our products from all over Japan from different regions and ship them to you from our warehouse in Tokyo, Japan.

Please be aware that in all cases thecustomer is responsible for paying any customs feesapplied to their order and for providing any and all documents required by customs in the country of receipt.

These costs include the sales tax in the country of receipt (applied to the total value of the order), duties on the cost of products (around 6% for the European Union) and any handling fees applied by the shipping provider.

For Airmail Small Packet, your national carrier will generally bill you when applicable.

For our customers in the USA: Most packageswith a declared value under $800 USDwill be cleared without any fee. Most of the products we offer are under $800, so there is little chance of duty being charged if the products are purchased individually.

If your order has not been packed yet, you can cancel the order and get a full refund in a while. If you wish to cancel, please contact us as soon as possible.

Customer Support: info@ufour.net

 

If your order has already been packed, you can no longer cancel it, yet you can return your items. Unfortunately, the shipping costs(both the original and the return) cannot be refunded unless the return was caused by our error, such as defective. Please take a look at our refund policy below.

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Some items have very limited production and cannot be pre-ordered. Please sign up for "Email me when available" on the product page to be notified by email as soon as the product is back in stock.

Items will typically arrive within 2 business days, however, if it includes pre-ordered items, it may take 1-2 months to arrive. Please note that during the busy year-end season, there may be shipping and delivery delays.

We're Tokyo based online shop, and we don't have any actual stores in Japan or overseas.

We devised a delivery system and made delivery free of charge.

We can only deliver to the USA.

All of our products are made in Japan and handmade one by one by artisans.　You may also enjoy our journal page for more information about our products.

Ufour accept returns within 30 days after you receive the products. Once you sign in the receiving receipt, the date will be recorded in our system. If 30 days have passed, unfortunately we cannot offer you any refund or exchange.

To be eligible for a return, your items must be an unused and in the same condition that you receive it. It must also be in the original packaging. The following items are some of examples that cannot be returned.

Invalid returns:

• Items not on our website

Ufour only replace items if they are defective or damaged, meaning that items are damaged when receiving or turn out defective within 10 days of arrival. Please be advised that this does not include unavoidable abrasion from manufacturing process or delivery.

Arrival date will be recorded in our system when you sign for delivery. If you contact us after 10 days, there is no way for us to make sure if items are damaged or defective as at delivery or they turn into the condition due to the way you use. Therefore, those requests issued after a week of arrival will be invalid.

If you wish to exchange it for the same item, contact us through our web form or send us an email at info@ufour.net with pictures that show the issue. Once we confirm the condition of items, we will provide what you wish, either refund or exchange. Please note that we might only be able to refund you if by any chance items cannot be prepared as they are discontinued or pending.

Shipping costs that are charged to return and redeliver will be covered by us if products are defective or wrong.

We Ufour only replace items if they are defective or damaged, meaning that items are damaged when received or turn out defective within 30 days of arrival. Please be advised that this does not include unavoidable abrasion from the manufacturing process or delivery.

The arrival date will be recorded in our system when you sign for delivery. If you contact us after 30 days, there is no way for us to make sure if items are damaged or defective as at delivery or if they turn into the condition due to the way you use them. Therefore, those requests issued after 30 days of arrival will be invalid.

If you would like to exchange it for the same item, please get in touch with our Customer support with pictures that show the issue. Once we confirm the condition of the items, we will send you what you wish, either a refund or an exchange. Please note that we might only be able to refund you if, by any chance, items cannot be prepared as they are discontinued or pending.

Shipping costs that are charged to return and redeliver will be covered by us if products are defective or wrong.

 

Customer Support: info@ufour.net