Frequently Asked Questions
1. What is the return policy at J&J Market?
We offer a 30-day return policy. You have 30 days after receiving your item to request a return.
2. What are the conditions for a return?
To be eligible for a return, your item must be:
- In the same condition that you received it
- Unworn or unused
- With tags
- In its original packaging
- Accompanied by the receipt or proof of purchase
3. How do I start a return?
To initiate a return, please contact us at info@j-j-market.com. If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Please note that items sent back to us without first requesting a return will not be accepted.
4. What should I do if my item is damaged or defective?
Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at info@j-j-market.com so we can evaluate the issue and make it right.
5. Are there any items that cannot be returned?
Yes, certain types of items cannot be returned, including:
- Perishable goods (such as food, flowers, or plants)
- Custom products (such as special orders or personalized items)
- Personal care goods (such as beauty products)
- Hazardous materials, flammable liquids, or gases
Additionally, we do not accept returns on sale items or gift cards. If you have questions or concerns about your specific item, please contact us.
6. Can I exchange an item?
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.
7. What is the European Union 14-day cooling-off period?
If your merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The 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.
8. How will I be refunded?
Once we’ve received and inspected your return, we will notify you if the refund was approved. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund.
9. What if I haven't received my refund yet?
If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at info@j-j-market.com.
10. How can I contact you for return questions?
You can always reach out to us with any return questions at info@j-j-market.com. We are here to help!
11. How long will my order take to arrive?
For information concerning our shipping times, please visit our Shipping & Handling page.
12. Do I have to pay taxes and customs fees before delivery?
The import of a product from Japan may be subject to taxes and to customs fees in the country of delivery. These supplementary costs are the customer’s responsibility. For more information, please refer to our full explanation of taxes and customs fees or refer to your national customs official site.