Sekatu.jp FAQ

[About "sekatu.jp"]
Q.
What is "sekatu.jp"?
A.
"sekatu.jp" is a shopping site selling traditional and cultural Japanese products. "Sekatu.jp" is based on a unique blog concept.

Q.
What kind of products does "sekatu.jp" handle?
A.
"Sekatu.jp" sells products that have been manufactured using unique Japanese technology or traditional craftsmanship.

[Ordering Products]
Q.
How can I find the products that I want to buy?
A.
If you already know the name or details of the product you want to purchase, you can enter the keyword directly into the "Search" box and click the "Go!" button. Search box is located at the top of each page. You can also search for items by browsing through categories.
Q.
Who are sales staff?
A.
Sales staff are people who have web-logs (blogs) throughout the world and have been registered as sales staff with "sekatu.jp". They are introducing "sekatu.jp" products to customers all over the world in their native language.

Q.
What is the purchasing procedure for the products?
A.
First, select the product you want to purchase from "sekatu.jp" website. You will then be redirected to the blog of a sales staff member who is selling that product. If you want to purchase the product, you can click the badge pasted on the blog of the sales staff member who is selling that product and move to the Item Details and Shopping Cart page at "sekatu.jp" to continue the purchasing procedure.

Q.
How do I use Shopping cart for ordering products?
A.
First, select the product and move it to your Shopping cart. By clicking the "Add to Cart" button shown on the product details　page, the item will be added to your cart. You can view the content of your Shopping cart by clicking the Shopping cart icon at the top of the page.

*Items in your Shopping cart are not ordered until completing purchasing procedure. By closing the browser and in order to protect your personal information, the content of your cart will be deleted. Please keep in mind that the information about the items (price, availability,　etc.) that have been kept in the cart for a long time, may change.

[Payment]
Q.
How do I pay for my purchases?
A.
Please note that all purchases at "sekatu.jp" must be made by credit card. The following conditions apply when using credit cards.

Accepted Credit Cards: VISA, Master Card
Exempt Products : None
Service Charge : None
Payment Period : An invoice is made when a product is shipped
Refund Method : Refunds are made to your credit card
Number of Payments : Full payment only

Q.
What is the payment procedure?
A.
Enter your credit card information. Please make sure that the card type, number, cardholder's name and expiration date are entered correctly.

Q.
Isn't it dangerous to send credit card information?
A.
Even though you are required to enter your entire credit card number, your information is fully protected. All sent information is encrypted by our website's security system. Therefore, there is no danger in entering your credit card number. We take the safety of our website's electronic processes very seriously. If any illicit credit card transactions have been made through our website without your fault with an invoice being sent to you, we will take full responsibility in handling the situation.

*If your credit card has been used illegally, it is necessary to notify your credit card company according to their specified reporting regulations and procedures.
*"sekatu.jp" will take responsibility only when SSL was used for purchasing products through "sekatu.jp" and when it is determined that you do not have any fault and it is confirmed that your credit card was used illegally.

Q.
What is 3-D Secure(TM)?
A.
3-D Secure(TM) is an internet authentication protocol for secure internet payment, developed by VISA International. 3-D Secure(TM) is used for our authentication service. It is compatible with "Verified by VISA" and "Master Card(R) SecureCode(TM)". Both of these authentication services use an internet exclusive password that is registered with the credit card company beforehand in order to confirm and verify that the purchaser is the cardholder by the credit card company directly. As a result, it is possible to prevent credit cards from being used illegally by a third party. The password that is entered by the user is encrypted and is sent directly to the credit card company. Therefore, it cannot be acquired from an Electronic Commerce site. This prevents any accidental credit card data leakage. This is why "sekatu.jp" has implemented 3-D Secure(TM) for credit card purchases.

[Shipping]
Q.
How are products shipped?
A.
Products are shipped within Japan and internationally by using a home-delivery service.

Q.
Can I specify the date I want to receive the package?
A.
No, it is not possible to specify the delivery date. If you are not at home when the product is being delivered, the delivery company will leave a slip and will keep the package. Please contact the number on the delivery slip to specify a convenient delivery time. If you are away from home for a long period of time when the package is being delivered, the delivery company will retain the package for up to one week. If the delivery company is not contacted within the storage period, the product will be returned to "sekatu.jp" and your order will be cancelled. The returned packages cannot be resent. It is necessary to reorder the product. Also, please keep in mind that cancellation for this reason will require a cancellation fee.

Currently, we do not have an arrangement for selecting a delivery date when ordering. However, if you are able to contact the delivery company using the number on the delivery slip after the product has been shipped, it is usually possible to specify a delivery time.

Q.
Can I have a product sent to a P.O. Box?
A.
Products cannot be sent to P.O. Boxes in Japan or overseas while using an international delivery company.

Q.
How long does it proximately take from the time I order an item until I receive it?
A.
The product arrival time can be calculated using the product's availability and shipping time. Keep in mind that when shipping overseas, the delivery time greatly depends on the shipping method.

Availability + Shipping Time = Total Time from Order to Arrival

Domestic Example: When the Product Availability is "In Stock"
Normal 24 to 48 Hours + 1 to 3 Business Days (Shipping Time) = 2 to 5 Business Days
(Time from Order to Arrival)

Overseas Example: When the Product Availability is "In Stock"
Normal 24 to 48 Hours + 1 to 7 Business Days (Shipping Time) = 2 to 9 Business Days
(Time from Order to Arrival)

* When an ordered product is a made-to-order product, please confirm the delivery time that is indicated in the Item Description.

Q.
What are the shipping fees?
A.
Shipping fees are shown on the purchase confirmation screen. Shipping fee depends on the destination country and region. When the product is shipped overseas, consumption tax is not required. However, when the product is shipped within Japan, consumption tax is added to the shipping fee.

[Insurance]
Q.
What kind of insurance is provided?
A.
If the product is damaged or lost while being shipped within Japan, insurance covers up to 300,000 yen. Insurance fees are included in shipping fees, so insurance is not required separately. If the product is damaged or lost while being shipped overseas, insurance covers up to 5 million yen. When the product costs over 12,500 yen or 20,000 yen (depending on the delivery company), insurance fees will be required separately according to the cost of the product. The insurance fee will be shown along with the cost of the product and shipping fee on the purchase confirmation screen.

[Returning Products]
Q.
What should I do if I receive the wrong product?
A.
Please contact "sekatu.jp" within 8 days of delivery, including the arrival date. If you contact us after this period, you will not be able to return the product. After you contact "sekatu.jp", the process for return and exchange will begin. After confirming that the product has been returned, the correct product that you ordered will be shipped immediately. If you are returning the product from within Japan, please use C.O.D. shipping to "sekatu.jp". Shipping fees for returning product will be paid for by "sekatu.jp". If you are returning the product from overseas it is necessary to pay shipping fees. Please use the same delivery company that was used for shipping. Also, it is necessary to use insurance when returning the product. Please keep in mind that if you are returning the product without an insurance and it is damaged or lost, we may not accept the returning product. Shipping and insurance fees for returning will be reimbursed to your credit card.

Q.
What should I do if the product I received is broken?
A.
Please contact "sekatu.jp" within 8 days of delivery including the arrival date. Please keep the product slip. If you are returning the product from within Japan, send the broken product and other included items to "sekatu.jp". After the product arrives at "sekatu.jp" and the items are confirmed, we will immediately ship a new product. Shipping fees for returning will be paid for by "sekatu.jp". Therefore, please use C.O.D. shipping when returning the product. If you are returning the product from overseas, please request a refund for the product directly from the delivery company. After being reimbursed from the delivery company, please reorder the product.

Q.
What should I do if I want to return the product?
A.
We accept products returned for personal reasons only within Japan. Please contact "sekatu.jp" within 8 days of delivery including the arrival date. If you contact us after this period, you will not be able to return the product. We do not accept products returned for personal reasons if the package has been opened or if the product has been used. A cancellation fee will be charged for products returned for personal reasons. The cancellation fee is 30% of the product cost. Send the product that you wish to return along with all included items to "sekatu.jp". You will not be reimbursed if any items are missing. You must pay for shipping when returning products for personal reasons. Please keep in mind that if you return the product to "sekatu.jp" using C.O.D. shipping, the returned product will not be accepted. After the product is returned and the contents is confirmed, your credit card will be reimbursed the cost of the product minus 30% cancellation fee. Also, shipping fees are not reimbursed for products returned for personal reasons. Products shipped overseas cannot be returned unless you have received the wrong product.

Q.
What should I do if my product doesn't arrive?
A.
If you do not receive the product within 14 days after receiving the confirmation e-mail containing the delivery company and delivery slip number from "sekatu.jp", please contact us as soon as possible. If the product does not arrive after a certain period, you may request an investigation. Please inform "sekatu.jp" about delivery slip number provided by the delivery company. Then we will make a request to delivery company to investigate the matter and we will wait for their response. It may take up to two months for the result of the investigation, depending on the country and region. You will be informed of the result of the investigation by "sekatu.jp". After receiving the result, you may request the insurance payment for the product.

Q.
Will the product I ordered clear customs?
A.
Custom duties may be required when you receive the product. Customs fees must be paid by the recipient. The clearance procedure differs according to the destination country. Therefore, please request further details from the customs department with the jurisdiction in your area. You are considered an importer from "sekatu.jp" on the customs documents, so please follow the laws and regulations of the country where you are receiving the product. Keep in mind that when products are shipped overseas, the cost of each product will be shown on the customs document. There is a possibility that the product you ordered will be considered as embargoed product by the customs department where the product arrives. If you are concerned about local manners or religious issues, please contact the customs department beforehand. "sekatu.jp" is not responsible for products that are considered embargoed products due to your misunderstanding. If the invoice attached by "sekatu.jp" is lost, we can send another invoice to the local customers department by Fax. If that situation occures, please contact "sekatu.jp" by e-mail.