Frequently Asked Questions (FAQ)
Customer account
I can't connect to my customer area
If you have difficulty logging in, make sure you are using the correct email address and password. If you have forgotten your password, click "Forgot Password" to reset it. If the problem persists, your account may not be activated yet. Contact our customer service for assistance.
How do I recover my password?
If you have forgotten your password, click "Forgot Password" on the login page. Enter your email address, and you will receive a link to reset your password. Follow the instructions in the email to create a new password.
How do I obtain the invoice for my order?
You can obtain the invoice for your order by logging into your customer area. Go to "Order History" and select the order for which you want to obtain the invoice. You can then download or print the invoice from this section.
How are my personal data used?
Your personal data is used only to process your orders and improve your experience on our site. We respect your privacy and protect your information in accordance with our Privacy Policy. We do not share your data with third parties without your consent.
Products
Where are Yugen Lab products made?
All Yugen Lab products are made in Japan by local artisans. We are proud to collaborate with Japanese manufacturers renowned for their know-how and the quality of their products, ensuring the authenticity and excellence of each item.
Do you have a physical store where you can buy Yugen Lab products?
Can Yugen Lab tableware be used in an oven/microwave?
The majority of our tableware items are suitable for use in the microwave and oven. However, it is important to check the specific instructions for each product, available on the product description page, to ensure safe use.
Are your products dishwasher safe?
Yes, most of our products can be cleaned in the dishwasher. We recommend checking the specific care instructions on each product sheet to ensure they are machine washable.
Order and delivery
To which countries is delivery possible?
We deliver to several countries around the world. The delivery options available for your country will be displayed during the ordering process. For specific information, please see our delivery page.
How do I modify or cancel my order?
If you would like to change or cancel your order, please contact our customer service as soon as possible. If the order has not yet been shipped, we can make the necessary changes. Once the order has been shipped, it will no longer be possible to modify it.
I have a problem with delivery, what should I do?
If you have any problems with the delivery of your order, contact our customer service team with your order details and a description of the problem. We will do our best to resolve the situation quickly and efficiently.
I did not receive the correct order or my package is damaged, what should I do?
If you received an incorrect order or your package is damaged, contact our customer service immediately. Please provide photos of the package and items received. We will send you a replacement or arrange a return as appropriate.
Returns and Refunds
How to take advantage of the Satisfied or Refunded offer?
If you are not satisfied with your purchase, you can benefit from our Satisfied or Refunded offer by contacting us within 30 days of receipt of your order. Return the unused product in its original packaging, and we will refund you once the item is received and inspected.
How to make an exchange?
To make an exchange, contact our customer service with the details of your order and the product you wish to exchange. We will provide you with instructions for returning the product and shipping the new item.
How do I get my order refunded?
To request a refund, return unused products in their original packaging. Contact our customer service for return instructions. Once the items are received and inspected, we will issue a refund to your original payment method.
Promo codes and gift cards
Are there gift cards? How to use them?
Yes, we have gift cards available for purchase on our site. To use a gift card, enter the card code during checkout. The amount will be automatically deducted from your order total.
How do I use my promo codes?
To use a promo code, enter the code in the field provided during the checkout process. The discount will be automatically applied to the total amount of your order before finalizing the purchase.
