Shipping & Pickup Policy

At Monogatari, we carefully pack every order to make sure your Japanese treasures reach you safely. Below you can find more information about our shipping and event pickup options.

1. Shipping Methods & Costs

Monogatari ships orders to the countries available at checkout.

Available shipping methods and their costs are displayed during checkout. Temporary promotions or discount codes may have different shipping conditions, as specified in the terms of the relevant promotion.

2. Order Processing & Delivery

We aim to process your order as quickly as possible after payment has been received. 

Unless otherwise agreed, statutory delivery deadlines apply. If your order is delayed or a problem arises, please contact us at tosca.dierens@gmail.com

3. Event Pickup

For selected events, you can place an order through our online store and collect it in person at the Monogatari booth.

The event name, date and available pickup arrangements will be specified alongside the relevant promotion or announcement.

Your order will be prepared for collection at the agreed event. Please have your order confirmation available so we can easily locate your order.

Unable to collect your order? Please contact us as soon as possible at tosca.dierens@gmail.com and we will discuss the available options together.

4. Free Shipping Promotions for Event Pickup

Monogatari may offer temporary promotions providing free shipping when an order is collected in person at a specific event.

These promotions are subject to the conditions stated alongside the relevant offer. They may be limited to a particular event, pickup date or discount code.

Free shipping under an event pickup promotion applies exclusively to the agreed pickup arrangement. It does not automatically apply to home delivery or collection at another time or location.

5. Orders Not Collected

If you are unable to collect your order at the agreed event, please contact us so we can discuss a suitable solution.

Depending on the circumstances, we may be able to arrange an alternative pickup or shipping method. Any additional shipping costs will be communicated and agreed upon before alternative shipping is arranged.

If we cannot find a suitable solution, we will discuss the next steps with you in accordance with applicable consumer protection laws. An order will not automatically be cancelled solely because it was not collected at the event.

6. Right of Withdrawal & Returns

For online purchases made by consumers, a statutory withdrawal period of 14 calendar days generally applies, starting from the day the consumer, or a third party designated by them, physically receives the goods, subject to applicable legal exceptions.

Please refer to our [Returns Policy] for further information about your right of withdrawal, applicable exceptions and the return procedure.

7. Damaged or Lost Shipments

If your order arrives damaged or appears to have been lost in transit, please contact us at [email address], including your order number and, where relevant, photographs of the damage.

We will look into the issue and assist you in accordance with applicable consumer protection laws.

8. Contact

If you have any questions about shipping, pickup or your order, please contact us at:

tosca.dierens@gmail.com

Please include your order number whenever possible so we can assist you more quickly.