Shipping & Returns

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

European Stock

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

• Stock is held in Germany and the UK, with availability clearly marked. Unless otherwise stated, stock is located in Germany.

• 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 two 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 5 weeks at sea plus customs and local handling, totalling 10–14 weeks.

2. Shared Sea Freight

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

• We typically have six shipments per year.

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

• UK orders are transported to our UK warehouse before final delivery.

Samples

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

• Shipping via DPD.

• European deliveries take 3–5 days.

Returns

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

Return Policy

• Items from Japan (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—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.