Shipping
SHIPPING & RETURNS
Shipping is split into 3 main areas, Stock from Japan, Stock from Europe and Samples.
European Stock
These tiles represent the minority of choices but the majority by volume of what we sell.
We hold stock in Germany and the UK. When there is stock in both locations it is clearly marked. Unless otherwise stated, the stock is located in Germany.
To ensure the tiles reach you undamaged, we can only offer pallet deliveries.
Orders are shipped the same day or the next day at the latest, depending on when it’s confirmed.
The time to reach you depends on where you are but usually no more than a week to 10 days.
The website will offer you clear shipping options with costs before asking for any payment.
Our shipping rates are set for the majority of addresses but if you are in a remote location, please contact us to confirm the shipping cost in advance.
Stock from Japan (Pre Orders)
Sea Freight from Japan, directly to your project on pallets. This process involves 5 weeks at sea and then time on either side with customs and local movements. This can take 10-14 weeks in total. The cost to ship to European destinations starts at around €500 and is available to select when you p your order.
Sea Freight from Japan via our warehouse. If your timing is flexible, your order can hitch a ride with another order from Japan for free and you only pay for shipping from our German warehouse.
| Stock Order Confirmed | Est. Depart German Warehouse |
| End of week no. | |
| 4 | 16 |
| 17 | 29 |
| 30 | 42 |
| 43 | 5 |
Samples
All of our samples are handled by our UK warehouse.
Shipping is by DPD.
Returns
While we can and will accept returns for bulk Stock Items (not samples), it is best for you to make the right decision about your tiles to start with due to the high cost of your shipping them back. Items ordered from Japan are considered ‘Custom’ items and unfortunately, are not returnable.
Please email us on info@mittsugroup.com within 14 days of receiving your shipment if you would like to arrange a return.
You will then need to return them to the warehouse it was dispatched from within the following 14 days.
The tiles must be received in their original, unopened, undamaged condition and packaging. This means by pallet as a courier shipment almost always damages the tiles.
Within the following 14 days, we will issue a refund.
Full details will be provided upon request.