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 or collected yet, we are able to cancel your order. Please contact us by emailing firstname.lastname@example.org as soon as possible and at least one day before dispatch or 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. We recommend you to 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 email@example.com 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 firstname.lastname@example.org 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?
When placing your order you have the option to select whether you accept substitutes. If you accept substitutes and 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 have selected the option of no substitutes, 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. In the unlikely event that more than half of your ordered items are unavailable, 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 an 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 that 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.
Can I track my delivery?
We provide deliveries 6 days per week (Monday - Saturday) and use a tracking system to keep you updated on the delivery status. Our team plans out the delivery route at 5 pm the day before and sends out SMS and email to keep you informed of your order delivery status.
What if I missed my delivery?
You will receive an 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.
Alternatively, we can arrange to re-deliver your products, for redelivery we charge a fee of £4.99.
If I ordered some frozen/chilled products, how will my order stay fresh?
Your order will be delivered by Ichiba’s own temperature controlled vans with our own drivers. To ensure your order arrives in fresh, good condition and free of any potential contamination, the temperature is maintained under -19°C or lower for frozen goods. For chilled goods, the temperature is controlled under 5°C or lower during delivery. When your delivery arrives, please make sure to transfer all the frozen products to the freezer and chilled products to the fridge immediately.
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 the delivery method at checkout. You can collect the very next day if you place your order by 10 am. We will let you know when the order is ready to collect. Our pick up in-store time starts from 10 am until 30 min before closing times and is available 7 days per week. A confirmation email will be sent when your order is ready to collect. Your order will be waiting for you until 30 minutes before the closing time.
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 1,000 Japanese and Asian goods, including fresh produce, baked goods, cupboard staples, artisan ingredients and bestselling treats.
Where can I find the ingredients and allergens information of the products?
You can find the ingredients and allergens information on the product pages or on the product packagings. Please be aware that some of our Ichiba Kitchen fresh products (e.g. sushi rolls & platters, sashimi etc.) come with complimentary sachet condiments such as wasabi paste and soy sauce. As we have several suppliers of these sachets, allergen information is not provided online. However, if you have any concerns or questions, please contact our customer service team.
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.
Do you accept payment in other currencies?
We currently only accept Pounds Sterling (GBP).
Which payment methods do you accept?
We accept the following payment types:
What if I have other questions not listed here?
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:
Call: 0203 405 9423 (Opening Hours: Mon-Sun 9:30am-6:30pm)