Shipping & Returns

We offer three main shipping categories: Local Stock, Stock from Japan, and Samples.

 

Local Stock

• These tiles make up a smaller portion of our range but account for most of our sales by volume.

• Stock is held in Dubai, Germany and the UK.

• To ensure safe delivery, we only offer pallet deliveries for these tiles.

• Orders are shipped the same day or the next day, depending on the confirmation time.

• Delivery time varies by location but is typically within  3–10 days.

• Our website provides clear shipping options and costs before requiring payment.

• If you’re in a remote location, please contact us in advance to confirm shipping rates.

Stock from Japan (Pre-Orders)

We offer three shipping options for pre-ordered tiles from Japan:

1. Dedicated Sea Freight

• Your order is shipped individually as soon as it’s ready.

• The process includes 3-6 weeks at sea plus customs and local handling, totalling 6–14 weeks.

2. Shared Sea Freight

• Your order is combined with others before shipment to our local warehouse.

• We typically have four shipments per year.

• Once dispatched, delivery follows the same timeline as Dedicated Sea Freight.

3. Air Freight

• Your order is flown from Japan directly to your site.

• This takes around 2 weeks from order to delivery

• Each circumstance is different, please ask for a quote.

Samples

• We carry a full range of samples in our UK and Dubai warehouses and the most popular tiles can be supplied from our German warehouse.

• Shipping with  Courier in 2-10 days

Returns

We accept returns for bulk local stock items (not samples or orders from Japan). However, due to the high cost of return shipping, we encourage you to make an informed decision before ordering.

Return Policy

•  Items from  Japan (Classed as Custom Orders) are non-returnable.

• To initiate a return, email us at info@mittsugroup.com within 14 days of receiving your order.

• The return must be sent to the warehouse it was dispatched from within the following 14 days.

• Tiles must be returned  in their original, unopened, and undamaged condition.  Pallet shipping is required, (regular courier shipments often result in damage.)

• Refunds will be issued within 14 days of receiving the returned items.

For further details or assistance, please contact us.