Frequently Asked Questions (FAQ)
Prices and Shipping Costs
What are your prices and shipping fees?
The prices listed on the product pages include VAT and all applicable price components. Shipping costs are calculated based on your location:
- Germany: A flat rate of €4.90 applies per order. Orders over €50 qualify for free shipping.
- EU, Switzerland, and Norway: A flat rate of €11.90 applies per order. Orders over €150 qualify for free shipping.
Shipping fees will be clearly shown on the product pages, shopping cart, and order page.
Which shipping service do you use?
We ship exclusively with DHL within Germany and DHL Premium for international orders.
Payment Methods
What payment methods are available?
We offer the following secure payment options:
- SOFORT Überweisung: Direct payment via online banking. No registration required. Fast and secure processing.
- Purchase on Invoice: Payment within 30 days through PayPal. No PayPal account needed.
- PayPal: Fast and secure checkout with your PayPal account.
- Credit Card (via PayPal Plus): Pay using Visa or Mastercard. No PayPal account required.
- EC Direct Debit (via PayPal Plus): Pay conveniently with EC direct debit. No PayPal account needed.
Please note: Free shipping within Germany is available for orders over €50 (except express shipping).
Returns and Exchanges
How do I return an item?
To ensure quick processing, please contact us at contact@tokyojane.com before returning any items. Send the goods back as a prepaid package and retain your shipping receipt. We will reimburse postage costs in advance unless these are to be borne by the buyer.
What are the conditions for returns?
Items should be returned in their original condition, with all accessories, and ideally in the original packaging. If the original packaging is no longer available, please use a suitable alternative to avoid damages during shipping.
When will I get my refund?
Once we receive your returned goods and inspect them, we will process your refund. You’ll be notified via email. The refund will be issued via the same payment method used for the original transaction.
Shipping and Delivery
How long will my order take to arrive?
- Germany: Standard shipping typically takes 2-4 business days.
- EU, Switzerland, and Norway: Shipping takes 5-10 business days.
You can find specific delivery times and restrictions on the “Shipping Costs and Delivery Times” page or as part of the product description.
Do you ship internationally?
Yes, we currently ship within the EU, Switzerland, and Norway. For orders to other countries, please contact us at contact@tokyojane.com.
Order Information
How can I track my order?
Once your order is shipped, you’ll receive an email with a tracking number. Use this number to track your package through DHL’s website.
Can I change or cancel my order?
If your order has not yet been shipped, you can change or cancel it by contacting us at contact@tokyojane.com. Once the order is processed, changes or cancellations may not be possible.
Product Information
Are your products cruelty-free?
Yes, all Tokyo Jane products are cruelty-free. We do not test our products on animals.
Where are your products made?
Our products are carefully crafted in high-quality facilities. For specific product information, please refer to the product descriptions.
Customs and Taxes
Will I have to pay additional customs duties or taxes?
For international orders (outside the EU), customs duties or local taxes may apply, which are your responsibility. These fees are not included in our pricing. Please check with your local customs office for further information.
Contact Us
How can I reach customer service?
You can contact us via email at contact@tokyojane.com. We aim to respond within 24 hours, Monday through Friday.
