FAQ & HELP
My Online Order >
Was my order successful?
After placing your order, you’ll be taken to our Order Confirmation page, confirming your order has been received and will begin processing shortly. You should also receive a confirmation email from us. If you cannot find your confirmation email, be sure to check your spam folder first before contacting the team. Please note, we will not process your payment at this stage.
Can I change the items in my order once placed?
Once an order has been placed we are unable to change or add to it.
Can I cancel my order?
If your order has not been dispatched/collected yet, we are able to cancel your order. Please contact us by emailing email@example.com as soon as possible and at least one day before dispatch/collection date to allow us to process the cancellation. Please include your order reference number in your email.
Can I change the delivery date for my order?
Unfortunately, we can not accommodate the change of delivery date. You can cancel your order and place a new order instead.
What if there is something wrong with my order?
If you have noticed something wrong with your order, such as something missing, damaged or incorrect, please email firstname.lastname@example.org and we will do all we can to help. Please include your order reference number in your email.
Can I order over the phone?
Unfortunately, we are unable to accept orders over the phone.
What is your returns policy?
We want to make sure you are 100% happy with your order and that all products arrive in perfect condition. If something has not met your expectations, you have the right to cancel your order, or part of it, within 14 days of purchasing. Contact us at email@example.com to let us know why you are unhappy and we will confirm how to proceed. Unfortunately, our returns policy does not apply to perishable products unless faulty, damaged or incorrect.
What if some products I ordered are out of stock?
If any of the items in your order are not in stock, it will be substituted for something that is very similar. A similar item is chosen by our team of experienced staff, usually a different brand or slightly different size. Should the substitute item cost less, it will be reflected in the order total. In case there is no substitute, the original item will be removed from your order. You will be notified by email if this happens. Please note that discounted items cannot be substituted with full price items. If you do not wish for any items in your order to be substituted, please leave a note with your order and we will remove any items from your order that are not in stock and send the rest of the order as soon as we can. You will be notified by an automatic email if any items are removed from your order and you will NOT be charged for the removed items. If more than half of your ordered items are not available, we will contact you to ask you how you would like to proceed.
My Delivery >
When will I receive my order?
When placing your order, you will be given available delivery date slots for you to choose from. We provide the slots 21 days from the order placement. Your delivery date will appear in your confirmation email and subsequent updates. The day before dispatch, you will receive email notification with the order delivery schedule. In case your delivery is rescheduled, you will receive further notification.
Do you deliver to my address?
Ichiba Online Marketplace currently delivers to all London postcodes and selected London regional areas. Please check the available postcodes HERE
Unfortunately, at this time we are unable to deliver outside of London or selected London regional areas. When you add your items to the shopping basket, you will be prompted to enter your postcode into our Delivery Eligibility Checker. If it says you are eligible, great! You can continue shopping in full confidence our drivers will reach you.
We are continually looking to expand our delivery reach, so please do check back if we currently cannot service you as we may do in the future. Alternatively, please feel free to contact us so we can notify you when we start shipping to your area.
What if I missed my delivery?
You will receive email notification with the order delivery schedule the day before dispatch. If you left an instruction for your delivery when you placed your order, our driver will follow them. If we missed you for the delivery and there are perishable products in your order, we will dispose of those products. Unfortunately we can not issue a refund for perishable products. We will cancel the rest of your order and issue a full refund for non-perishable products. We deduct 20p when we process the refund as it is what the bank charges us.
Am I able to Click & Collect?
Yes! We can hold your order at our Ichiba Westfield London Shepherd’s Bush store. Simply select ‘Store Pickup’ under delivery method at checkout. You can collect 48 hours after you place your order. We will let you know when the order is ready to collect. Your order will be waiting for you from 1pm until 30 min before closing times. If you don’t collect your order on the allocated day and there are perishable products in your order, we will dispose of those products. Unfortunately, we cannot issue a refund for perishable products if you missed the collection. We can keep your order for non-perishable products for up to 7 days. If you have not collected the order after 7 days, we will cancel your order and issue a full refund for non-perishable products. We deduct 20p when we process the refund as it is what the bank charges us.
Our Products >
Why are some products at your Ichiba Westfield London Shepherd’s Bush store not available online?
While we would love to place our entire Westfield London store’s inventory onto the Ichiba Online Marketplace, we’re not there yet! We hope you enjoy our carefully selected range of over 600 Japanese goods, including fresh produce, baked goods, cupboard staples, artisan ingredients and bestselling treats.
Our Payment Process >
When is the payment taken?
We take the payment within 1 week after the order is placed, once we confirm the contents of your order.
Why has my payment failed?
In the majority of cases, problems with payment may best be resolved by contacting your bank. If your bank does not have any information on why your transaction has failed, your card details may have been incorrectly entered.
Which payment methods do you accept?
We accept the following payment types:
If you have any problems at all using the website, with your order or with a delivery or if you just have a question about Ichiba Online Marketplace please do not hesitate to contact us:
Email: firstname.lastname@example.orgCall: 0203 405 9423 11am-7pm