Customer Service

What payment methods do you accept? 
We accept American Express, Maestro, MasterCard, and Visa. We also accept PayPal.

Do you charge sales tax? 
The price in our online shop are given in euros and include packaging and the applicable sales tax.

 

How much is shipping fee?

<Germany>
€7    - orders less than  €100
€5    - orders more than €100
Free  - orders more than €150

<Austria, Belgium, Czech Republic, Luxembourg, the Netherlands, Poland>

€11    - orders less than  €100
€9     - orders more than €100
Free   - orders more than €150

<Bulgaria, Croatia, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Malta, Romania, Slovakia, Slovenia, Spain, Sweden, Portugal, Republic of Cyprus, >

€15    - orders less than  €100
€10    - orders more than €100
Free   - orders more than €150

Where do we ship from?
Our warehouse is in Dortmund. The goods leave our warehouse in perfect condition and are protected against transport damage. Please check the shipping carton for damage before opening it and take pictures of any damage of the packaging.

How long will it take to ship my item(s)? 
Most orders dispatch within 72 hours (excluding weekends and holidays) via DHL. Delivery times may vary depending on the shipping address.

Expedited shipping?
Unfortunately, we do not offer expedited shipping at this time.

Can you ship to a P.O. Box or a pickup station?
Unfortunately, we cannot ship to P.O. Boxes. Listing a P.O. Box will delay order processing.

Do you ship internationally? 
We ship to EU countries exclusively.

*Some zones within EU might not be included (e.g., Turkish part of Cyprus).
If you are unsure about your zone, please feel free to reach out to our Customer Support via mail: eu-info@theyamazaki.com

Where is my order? 
Once your order ships, you will receive an email containing your tracking number which you can track online via the carrier. 
If you need additional assistance with tracking your order, contact us and be sure to include your order number.

Where can I find my order number? 
Your order number can be found on your shipping confirmation emails.

If you're still having trouble with your order number, contact us with the email address used to place the order and/or the shipping address and we'd be happy to help you out.

Can I cancel or change my order once it’s been placed? 
If you wish to cancel or modify your order, please reach out directly via our contact us or email us at eu-info@theyamazaki.com. The cancellation and modification of the order is only possible within 12 hours of the purchase as we pack and ship your item(s) as quick as possible. If it exceeded more than 12 hours, the order should be treated as a return.

 

What if the damaged or defective item(s) arrived?
In case of damaged items please reach out to us at eu-info@theyamazaki.com. Provide your order number, item name or number, and photos illustrating the damaged or defective part. We will issue a reimbursement or send an exchange item (depending on availability) after having checked your returned item. Please follow the exact instruction about the damaged item(s).

Please reach out to us at eu-info@theyamazaki.com and be sure to include your name, order number, as well as photos of the mis-shipped item(s). We will be happy to resolve all issues and get the correct item(s) shipped out as soon as we possibly can.

If you are looking for a spare part, reach out to us at eu-info@theyamazaki.com. We’ll do our best to fulfill your request. While we carry quite a few replacement parts, please understand that not every request can be fulfilled. In your e-mail, provide as much detail as possible, such as item name (or a link), what is missing or broken, where you bought it, and when.

For replacement parts for items that are purchased some place other than our online store, please first reach out to the retailer where you purchased the item. They likely have replacement/warranty policies that can assist you.