Customer Care
A dedicated team, always on hand : because an exceptional piece of art deserves an equally exceptional experience.
All you need to know before, during, and after your purchase.
Orders and shipping
Every katana in the Japanese-Swords.co.uk collection is prepared and dispatched with the care and attention the piece deserves. Estimated delivery timeframes are communicated clearly at the time of ordering, and typically range from 8 to 36 business days, depending on current order volumes and stock availability.
We believe that a blade of this calibre is worth waiting for and we ensure that every order is handled with the same exacting standards from the moment it leaves our atelier to the moment it arrives at your door. For full details on shipping and delivery, please refer to our dedicated shipping page.
Creating your Japanese-Swords.co.uk account is the first step towards a fully personalised experience. Simply navigate to My Account in the top menu and follow the straightforward registration process, or sign in directly if you are already a member of our community.
Your account gives you access to your order history, saved preferences, and the full Japanese-Swords.co.uk experience at your fingertips.
Should you need to amend your delivery address, the process will depend on the current status of your order.
Before your order is dispatched: please contact our customer experience team as promptly as possible following your purchase. Address amendments can only be accommodated prior to dispatch, and we will do everything in our power to action your request in time.
After your order has been dispatched: at this stage, the shipment is in the hands of our carrier partner. You will need to contact the courier directly, quoting the tracking number provided to you by SMS or email, and request an address amendment at their discretion. Should the delivery attempt prove unsuccessful, the courier will arrange a new delivery date or provide further options to ensure your order reaches you safely.
If you have any difficulty navigating this process, our customer experience team is on hand to assist and will do their utmost to ensure a smooth resolution.
From the moment your order leaves our atelier, we ensure you are kept fully informed at every stage of its journey. Any updates to your order status will be reflected directly within your Japanese-Swords.co.uk account, so we recommend keeping your login details close to hand.
Once your order has been prepared and entrusted to our carrier partner, you will receive a unique tracking number by SMS or email. This number grants you direct access to the courier’s tracking portal, where you can monitor the progress of your delivery in real time, from dispatch through to your door.
Your financial security is of the utmost importance to us. At no point do any members of the Japanese-Swords.co.uk team have access to your credit card or banking information and your sensitive payment data is handled exclusively by our certified, secure payment partners.
You remain in complete control of your payment preferences at all times. You may choose not to save a payment method at checkout, or remove any previously stored details from your account whenever you wish, simply and without restriction.
Shop with confidence. Your trust is something we take as seriously as the craft behind every item we sell.
At Japanese-Swords.co.uk, all prices displayed in our store are inclusive of any applicable taxes and what you see is precisely what you pay. There are no hidden charges, and no unwelcome surprises at checkout.
Japanese-Swords.co.uk delivers across the United Kingdom and Europe, bringing the finest katanas directly to your door regardless of where you are based. Please note that additional shipping charges may apply depending on your precise location and the delivery services available in your region, all of which will be clearly outlined at checkout.
Should you have any doubt as to whether we deliver to your country, our customer experience team will be delighted to assist.
Wherever possible, we consolidate your order into a single parcel, both to minimise shipping costs and to reduce our environmental footprint. However, when an order contains items of significantly differing dimensions (a cleaning kit and a katana, for instance) it is occasionally more practical and safer to dispatch them separately, ensuring each piece arrives in the pristine condition it deserves.
Please also be aware that in certain circumstances, items may leave our atelier one to two days apart, depending on stock availability and the current workload of our fulfilment team. Should your order be split across multiple parcels, you will receive a tracking number for each shipment so that you can monitor every delivery independently.
Should anything fall short of perfect, we make it right.
Returns and exchanges
We sincerely apologise if your order has not arrived as expected. Whilst we hold our fulfilment process to the highest standards, we understand that on rare occasions, errors may occur… and we are committed to resolving them swiftly and without inconvenience to you.
Should you receive an item that does not correspond to your order, please contact our customer experience team at your earliest convenience. We will arrange for the correct piece to be dispatched to you as promptly as possible, and cover the full cost of returning the incorrect item. You will not be out of pocket.
Your satisfaction is, and will always remain, our absolute priority.
Once your returned item has been received and inspected by our team, your refund will be processed within 7 to 14 business days, the precise timeframe depending on your original payment method (credit card, Mastercard, or Visa). Reimbursements are made directly to the payment method used at the time of purchase.
In certain circumstances, a store credit or voucher may be issued in lieu of a monetary refund. Should this be the case, please note that your credit will remain valid for a period of six months from the date of issue, and may be applied towards the purchase of any item across the full Japanese-Swords.co.uk collection, giving you ample time to find your next exceptional piece.
If you have any questions regarding the status of your refund, our customer experience team is available to provide a prompt and transparent update.
We take the utmost care in packaging every Japanese-Swords.co.uk piece to ensure it reaches you in the condition it deserves. However, on rare occasions, damage may occur in transit and we understand how deeply disappointing this can be when receiving a piece of this calibre.
Should your order arrive in an unsatisfactory condition, please contact our customer experience team immediately, and we will guide you through the claims process with our carrier partner step by step. We will do everything within our power to ensure you are fully reimbursed, and that the matter is resolved with the minimum possible disruption to you.
We strongly recommend documenting any visible damage to the outer packaging or the item itself with photographs at the time of receipt, as this will considerably strengthen your claim.
At Japanese-Swords.co.uk, we want you to be entirely satisfied with your purchase. If for any reason a piece does not meet your expectations, we will do our utmost to make the process of returning it as straightforward as possible, provided the following conditions are met:
Eligibility for Return
- The return request must be submitted within 30 days of the delivery date.
- The item must be returned in its original packaging, in a pristine and unaltered condition: unused, unmodified, and with all original labels and accessories intact.
- Any return that does not meet these conditions may be declined at the discretion of Japanese-Swords.co.uk.
How to Initiate a Return
Simply contact our customer experience team by email, and we will provide you with clear, step-by-step instructions to complete your return smoothly and efficiently.
Please Note
- Japanese-Swords.co.uk accepts no responsibility in the event of an address error made by the customer at the time of ordering. Should such an error occur, we recommend contacting the carrier directly, who may (at their discretion) be able to redirect the delivery.
- Return requests submitted after the 30-day window will not be eligible for processing.
- The cost of international returns is the responsibility of the customer. Full details are available in our Refund Policy.
How do I get in touch with the Japanese-Swords.co.uk team?
Our customer experience team is always on hand to assist you. You may reach us through any of the following:
- The contact page, accessible from the navigation menu
- The footer of our website
We endeavour to respond to all enquiries within 24 to 48 hours. Every message is read and handled personally, because at Japanese-Swords.co.uk, no query is too small, and no customer is ever an afterthought.
If you have noticed an error in your delivery address, we urge you to contact our customer experience team as promptly as possible. The sooner we are made aware, the greater our ability to amend the details before your order is dispatched.
Should your parcel already be in transit at the time of your request, you will need to contact the carrier directly via their website, quoting your tracking number, to submit an address amendment, which will be processed at the carrier’s discretion.
In either scenario, do not hesitate to reach out to our team in parallel, we will do everything within our power to assist you in reaching a swift and satisfactory resolution.
Our fulfilment team prepares and dispatches orders daily between 6am and 11am. Should you need to amend or cancel your order, we strongly encourage you to contact our customer experience team as promptly as possible (ideally before this window) as this is the only point at which intervention remains possible.
Once your order has been prepared and handed over to our carrier partner, it is unfortunately no longer possible to modify or cancel it. In such circumstances, we invite you to refer to our returns policy once your order has been delivered.
If a piece has caught your eye but is temporarily unavailable, do not hesitate to reach out to our customer experience team, quoting the product reference. We will be happy to advise you on expected restock timelines and ensure you are among the first to be notified when the piece becomes available once more.
At Japanese-Swords.co.uk, no exceptional piece should slip through your fingers for want of a timely conversation.