Terms & Conditions

Conditions of Use

Welcome to Ichiba Online Marketplace. We offer this website for you to use free of charge subject to the terms and conditions outlined below. By shopping with us here, you agree to all terms and conditions in this agreement. Please read them carefully. This does not affect your statutory rights. 

Intellectual Property

All content on the Ichiba Online Marketplace site is provided for your personal use in placing orders and informing yourself of the details of our business. We provide this content to you free of charge to improve your overall shopping experience.

All content on our site is protected by copyright, trademarks and other intellectual property rights. You must not copy, reproduce, modify, distribute or use for commercial purposes any of the materials or content on our site without written permission from Ichiba Online Marketplace.

Your Account

To register an account at Ichiba Online Marketplace, you must be over 18 years of age. When you register, you will be asked to create a password. You must keep this password a secret and should not share it with anyone under any circumstances. You will be responsible for all activities and orders that occur or are submitted under your password-protected account. 

If you know or suspect that someone else knows your password, notify us immediately by contacting marketplace@ichibalondon.com. If we have reason to believe that there has been a breach of your security or misuse of our website, we may require you to change your password or we may suspend your account at our discretion.

Ichiba Online Marketplace maintains the right to suspend or cancel your account immediately at our discretion or if you breach any of your obligations under these terms and conditions. You may also cancel this agreement at any time by informing us in writing. If you do so, you must stop using our site.

Our Liability

The Ichiba Online Marketplace website is provided by Ichiba UK Ltd without any warranties or guarantees. You must bear the risks associated with the use of the Internet.

We provide content from other Internet sites and resources. While we try to ensure all material included on our website is correct, reputable and of high quality, we cannot accept responsibility if this is not the case. We shall not accept responsibility for any errors or omissions or for the results obtained from the use of such information or for any technical problems you may experience on our website. If we are informed of any inaccuracies in the material on the site we will attempt to correct the inaccuracies as soon as we reasonably can.

In particular, we disclaim all liabilities in connection with the following:

  • Incompatibility of www.shop.ichibalondon.com with any of your equipment, software or telecommunications links.
  • Technical problems including errors or interruptions of www.shop.ichibalondon.com.
  • Unsuitability, unreliability or inaccuracy of www.shop.ichibalondon.com.
  • Inadequacy of www.shop.ichibalondon.com to meet your requirements.

To the full extent allowed by applicable law, you agree that we will not be liable to you or any third party for any consequential or incidental damages or any other indirect, special or punitive damage that arise out of or are related to www.shop.ichibalondon.com.

Nothing in these terms and conditions shall exclude Ichiba Online Marketplace’s liability for personal injury or death caused by its negligence. 

Site Availability

Although Ichiba UK Ltd aims to offer you the best service possible at all times, we can however make no promises that the services on www.shop.ichibalondon.com will meet your requirements. We also cannot guarantee that the service will be fault-free. If a fault occurs in the service you should report it via email to marketplace@ichibalondon.com and we will correct the fault as soon as we reasonably can.

Your access to www.shop.ichibalondon.com may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. Ichiba UK Ltd will attempt to restore the service as soon as it reasonably can.

Our site supports the following web browsers:

Chrome, Firefox, Safari, Microsoft Edge, Opera

Third Party Websites

As a convenience to our customers, www.shop.ichibalondon.com may include links to other websites or material which are beyond our control. Ichiba UK Ltd is not responsible for this external content, or for any other site outside of www.shop.ichibalondon.com.

Pricing Policy

Prices shown on our website are subject to change without notice. Once you have reached the final stage of the checkout process, the prices displayed will be the prices you are charged. The payment is taken within 7 days of order placement.

Any changes in listed price from the time an order is placed to the moment of delivery does not entitle the customer to a revised or reduced charge.

All prices shown on Ichiba Online Marketplace are to be seen as guide prices and do not constitute an offer to sell. Formal formation of a contract and acceptance of your order occurs only once the order is ready for dispatch from our store and payment is taken. Until we formally accept your order, placement of an order will constitute an offer to purchase.

While we always aim to keep our pricing up-to-date and accurate, there remains the possibility that some pricing on our website may be incorrect. We reserve the right to refuse to process an order placed on our website based on information being incorrect such as out-of-date pricing information.

All prices are displayed in pounds sterling (£), and include VAT where applicable.

Payment Policy

Payment for your order is taken within 7 days of order placement. Please note, under some bank cards our initial check for sufficient funds, taken on receipt of your order, may appear like a payment on your statement. This is known as a ‘Shadow Payment’ and is not taken by Ichiba Online Marketplace, but taken and held securely by your bank as preparation for a transaction. This amount should be accredited back to your account within a week.

Ichiba Online Marketplace shall not take any responsibility for any extra charges applied to you by your bank as a result of your bank’s ‘Shadow Payment’.

All payments are processed in British Sterling (£). Please check with your bank for their policies on foreign payments and exchange rate fees.

We accept Visa, Visa Debit, Visa Electron, Maestro, MasterCard, American Express, Apple Pay, Amazon Pay and PayPal. Please ensure the expiry date of your card is after the date you place your order. As payment is taken after order is placed, we may be unable to take payment and fulfil your order in the event your payment card has expired.

Products and Stock Availability

Product and category descriptions are written for information purposes only, and are designed to enhance your shopping experience. While we have taken care in writing these descriptions and believe them to be accurate, they are not substitutes for you reading the product packaging and label prior to use. Ichiba Online Marketplace is unable to accept liability for any incorrect information in these descriptions.

If you have any product requirements or queries, please email us at marketplace@ichibalondon.com and we will be happy to help.

Images on our website are for illustrative purposes only and may appear different to the product you receive. Manufacturers change their packaging regularly and while we do our best to keep images up-to-date to the best of our ability, we cannot guarantee it.

We do our best to ensure we have a wide range of products available, however this is not always possible for certain products. If we run out of any products you have ordered, we will try to replace them with the same product of identical or better value, without increasing the price you pay. In cases where the replacement is of less value, we will charge you the smaller amount. We will not take payment for any product we are unable to supply.

Active items on our website may not be true to current availability and items you order may not be in stock. We shall not be liable to you or any third parties for consequential or incidental damages or any other indirect, special or punitive damages that arise out of or are related to stock levels.

If for any reason we are unable to supply a particular item, we shall not be liable to you.

While we will make every effort to cater for your orders, larger quantities of a product can only be fulfilled at our discretion.


Delivery Policy

Our deliveries are carried out internally, with Ichiba Online Marketplace vans and drivers delivering to your door. Delivery will be made to the address specified by you during the order checkout process. 

We will always aim to deliver your order in a reasonable time on your chosen delivery date. However, the time and date of delivery shall not be subject to any contractual obligation. We do not offer any guarantee that your order will arrive within the delivery time-frame chosen. In the event of a delay to your order or a mistake in the order itself, Ichiba Online Marketplace accepts no liability for any associated expense, loss of profits or other losses incurred. 

Failure to deliver on the agreed delivery date entitles the customer to cancel their purchase contract with Ichiba Online Marketplace. Not meeting a customer’s expected delivery time, when successfully delivering on the customer’s chosen delivery date, does not entitle the customer to cancel their purchase contract.

Whilst we make every effort to deliver all goods on the agreed date, we shall not be liable if we fail to do so in part or in full due to circumstances beyond our control.

We reserve the right to charge for any extra delivery costs incurred should the incorrect address be entered. 

Store Pickup Policy

By selecting our Store Pickup option, you are able to collect your order from our Westfield London, Shepherd’s Bush store 48 hours after you place your order. We will let you know when your order is ready for collection safe behind the tills near our Homewares section, from 1pm until 30 minutes before closing time.

If your order is not collected on the allocated day, we will dispose of any perishable products. We will hold on to non-perishable products one week after your selected collection date, after which we will cancel and refund your order minus a 20p bank charge and minus the sales price of any perishable items (such as chilled, bakery, meat or vegetable items).

If you would like to cancel any items in your collection order, please email marketplace@ichibalondon.com before you come to collect and as soon as possible. No money refunds can be made in our physical store.

Refunds and Returns Policy (Online Shopping)

Ichiba Online Marketplace operates a returns policy in accordance with the UK Consumer Contracts Regulations allowing you to return any item within 14 days of receiving delivery of your order. Any postage costs incurred when returning your items during this period will be at your own cost, unless the item is faulty, damaged or incorrect.

Our returns policy does not apply to perishable products unless faulty, damaged or incorrect, or products which have been opened / had their seal broken.

Refunds for products purchased under a promotional offer will be based on the terms of the promotional price. If any order was placed with a minimum spend promotional offer, this may affect your refund amount if your total spend is no longer above the minimum threshold for said offer.

After the 14 day period, we will accept items for return in the following cases:

  • The item was found to be damaged, faulty or incorrect. We will either replace the item or give you a refund. If you require a replacement, we will wait to receive the faulty item before dispatching a new one.
  • The item was incorrectly supplied. If we have made a mistake in fulfilling your order, a full refund will be given. Please note, in some instances we will replace unavailable products with the same product of the same or better value. These may not constitute an incorrectly supplied item.



Returns Instructions

Items should be returned in a pristine and resalable condition accompanied by a copy of the delivery note or receipt to:

Japan Centre Ichiba

Level -2 Westfield London,

White City,


W12 7HB



Please contact us at marketplace@ichibalondon.com before returning any item, as any item returned without our knowledge can potentially be refused. Items remain your property until we have received them, making you responsible for the goods while they are in transit to us.

Provided the conditions above are met, Ichiba Online Marketplace will refund the item(s), and postage where applicable. If any items returned do not adhere to the above policy, we reserve the right to impose a charge proportionate with the costs of processing the items resale. Refunds will be given in the same tender type as the original payment. Please allow 28 days from our receipt of the items for the return and refund to be processed.


Refund & Returns Policy (Ichiba store)

We hope you will be happy with everything you purchase from our Ichiba store. If you do change your mind, please return the product to the store, with your proof of purchase within 30 days for a full refund or replacement. Please note the proof of purchase can be a receipt or bank statement.

Please be aware that some products may have different time limits and exceptions, for example fresh food and perishable products past their shelf life.

For more information, please speak to a member of the store team. 

Your statutory rights remain unaffected.



You may not assign, sub-license or otherwise transfer any of your rights under these terms and conditions. 

If any provision of these terms and conditions is found to be invalid by any court having competent jurisdiction, the invalidity of that provision will not affect the validity of the remaining provisions of these terms and conditions, which shall remain in full force and effect.

If you breach these terms and conditions and Ichiba UK Ltd ignores this, Ichiba UK Ltd will still be entitled to use its rights and remedies at a later date or in any other situation where you breach the terms and conditions.

Ichiba UK Ltd shall not be responsible for any breach of these terms and conditions caused by circumstances beyond its control.

A person who is not a party to these terms and conditions shall have no right under the Contract (Rights of Third Parties) Act 1999  to enforce any term of these terms and conditions but this shall not affect any right or remedy of a third party which exists or is available apart from that Act.

These terms and conditions shall be governed by and construed in accordance with the laws of England and by the English courts.

Ichiba UK Ltd

Company Registration No. 10901481

VAT Number Reg. Address: GB 291518784


Revisions to the above terms may occasionally be made. When this is done, we will include a record of the last revision date below. If you are concerned with this, we advise to check this terms and conditions page prior to every purchase. If you continue to shop with us at Ichiba Online Marketplace after the date of a change in our terms, you indicate your agreement to the new terms and conditions.

These terms and conditions were last revised on 12 March 2021.