DAMDAM

FAQ

Products

1. Are your products natural?

Yes. We only use natural ingredients. We also only source ingredients from suppliers that use environmentally friendly practices and we support local industries by purchasing ingredients from the Asian region. However, while all of our products are 100% natural, we cannot say that they are certified 100% organic because not every natural ingredient or process can be certified organic such as fermentations, biotechnology, and other powerful natural ingredients.

2. What is the shelf life of your products?

It is recommended that they be used within 6 months after opening for best product quality. If the product is subjected to excessive heat or cold for short periods of time, it will not impact the product’s efficacy, though it may result in a thicker or thinner texture.

3. Are your products tested on animals?

Our products are not tested on animals!

4. Where are your products made?

Our natural ingredients are sourced from all over Asia and the rest of the world but all our products are made in Japan.

5. Where can I test and try your products?

By appointment at our showroom/ office at 81-(0)3-6452-6358.

Placing an Order

1. Has my order been accepted?

After your payment has been accepted you will be redirected to a page confirming your payment. You will then receive a confirmation email which will include the details of your order. If you do not appear to have received this email, we advise you to check in your spam email. If need be, contact customer services indicating the date and the sum of the order.

2. Can I cancel my order?

Once the email with confirmation of your order has been sent you will no longer be able to cancel your order. Please contact Customer Services team.

3. What should I do if I haven’t received my order yet?

Please log-in My account and check if the order has been accepted on an order page.

4. I have an incorrect item in my order. What should I do?

In the event of receiving the wrong item, please contact our Customer Services team with your order number and the incorrect item’s name and product number.

5. There is an item missing. What should I do?

Check the condition of your package. If the package shows any signs of damage please send a photo to our Customer Services team so we can make an inquiry with the delivery service provider. If your package is not damaged but you are nevertheless missing an item, please do not hesitate to contact our Customer Services team.

6. I received a faulty item. What should I do?

At DAMDAM, we pay great attention to the quality of our products. If, however, despite all of the quality controls carried out, an item appears to be faulty, we ask kindly that you send a photo of the faulty item(s) to Customer Services team within 14 days of receiving the product/s.

If the product is deemed to be faulty by our Customer Services team we will give you a replacement. We are unable to assist with items that arrived broken, missing items, and missing packages outside of the 14-day replacement policy timeframe and without a photo of the broken items and/or package.

Replacements

1. What is your policy on returns/ exchanges?

We do not accept returns or exchanges, however we will replace faulty items.

2. What should I do if my package shows signs of damage?

Please contact Customer Services team as soon as possible after receiving your delivery or when you notice a package is missing after receiving our delivery confirmation email. For missing packages marked delivered to the address on the order, we require a minimum of 2 business days to file a claim with the carrier before sending a replacement.

3. How long does it take to process a replacement?

5-10 business days.

Shipping in Japan

1. What are the shipment options?

Shipments within Japan are dealt with Yamato.

2. What is the expected shipment time for the order?

We process orders during working days only (Monday to Friday 10am – 5pm)
Shipment is provided through the services of Yamato. The shipment time will depend upon the service provider. It is 5 business days as a rough guide.

3. What are the shipment costs?

A uniform shipping charge of 700JPY.
An extra charge for cash on delivery.

4. Are there customs or taxes?

Consumption tax is charged.

5. Can I change the shipping address for my order?

You can change the shipping address in your “My account”. Please be aware that you can no longer change the shipping address once your order has been placed and received by us.

6. How can I track my order?

You can track the delivery of your order. Once your package has been dispatched, you will receive an email containing a tracking link which allows you to follow the progress of your order on the site of the delivery service provider.
By clicking on the tracking number you will be redirected to the site of the delivery service provider where you can follow the progress of your order.

International Shipping

1. What are the shipment options?

Shipments to overseas are dealt with EMS.

2. What is the expected shipment time for the order?

We process orders during working days only (Monday to Friday 10am – 5pm)
Shipment is provided through the services of EMS. The shipment time will depend upon the service provider. It is 10 business days as a rough guide.

3. What are the shipment costs?

A uniform shipping charge of 2,000JPY.

4. Are there customs or taxes?

Japanese consumption tax will not be charged. Each country may charge customs or importing duties.

5. Can I change the shipping address for my order?

You can change the shipping address in your “My account”. Please be aware that you can no longer change the shipping address once your order has been placed and received by us.

6. How can I track my order?

You can track the delivery of your order. Once your package has been dispatched, you will receive an email containing a tracking link which allows you to follow the progress of your order on the site of the delivery service provider.
By clicking on the tracking number you will be redirected to the site of the delivery service provider where you can follow the progress of your order.

Payments

1. What are the payment options?

For customers in Japan, we accept credit cards and cash on delivery. For overseas customers, we only accept credit card.

2. What if I paid and I haven’t received a confirmation email?

If your payment was processed and you haven’t received an email confirming your order within 5 minutes, check that the email is not in your spam.

3. Is payment secured?

For credit card users, we are using Stripe’s payment system which is establishing SSL sessions. Please refer to the following URL for more Stripe’s security actions.

https://support.stripe.com/questions/jp-meti-credit-card-security-action-plan-what-do-i-have-to-do

Customer Service

By phone at +81- (0)3-6452-6358
By e-mail at info@damdamofficial.com