I want to change my order, what should I do ?
If you have made a mistake when placing your order and wish to change something in the address or a product, thank you to contact us as soon as possible. If your order is still in preparation, we will be able to intervene and, as far as possible, hold back the sending of your parcel while we correct the necessary elements. As soon as the order is entrusted to the carrier (around 3pm each working day), we can unfortunately no longer adjust your order.
Is the invoice included in the package? And where can I find it?
No, the invoice is never provided in the package for a shipment in France or in the European Union. Only shipments to French overseas departments and territories or for export require the invoice to be included in the shipping documents for customs reasons.
Your invoice is available as an attachment to the order confirmation email as well as for download from your customer account (except for "guest" orders) in the order details.
How does the current health situation impact my delivery?
Our logistics platform has remained operational since the first containment in March 2020. We have therefore never stopped delivering to our customers, even if some adaptations have been necessary in the choice of carriers or delivery options. For example, since last year, we have been favouring deliveries without signature to limit contacts as much as possible.
How soon will my order be delivered?
An estimated delivery date is indicated on the product sheet and when choosing the carrier. The latter takes into account the time (day / hour) of the order and the average time announced by the carrier. You will find more details on this subject here.
What should I do if my package is damaged during transport?
We take great care in preparing orders and we use packaging specifically designed to protect the bottles. Nevertheless, despite all these precautions, it may happen that a problem occurs during transport. Please be aware of the following points:
1. If the outer box is wet or shows traces of liquid, refuse the package, it will be returned directly to us and we will be able to deal with the problem more easily and quickly.
2. If the outer box has no particular problems but you notice an error, an oversight or a problem when you open the package, please contact us within 72 hours of delivery and prepare photos of the package and the problematic item.
What to do in case of a preparation error?
You have received your package and its contents do not correspond to your order? First of all, please accept our apologies for this preparation error. We try to take the greatest care in the preparation of orders but a human or computer error remains punctually possible. In case of error on your order, please contact us as soon as possible and prepare a picture of the package and the erroneous product(s).
I have changed my mind and I want to return my order, what do I do?
Don't worry, you have 14 days from the reception of your order to change your mind and return the product(s) you received. You will not be asked to provide any proof of purchase and you will only have to pay the postal charges for the return. However, given the nature of the products offered, only products that are strictly intact, sealed and unopened bottles, with their complete original packaging can be returned to us. Ideally, we invite you to reuse the packaging that was used for your initial delivery.
To initiate the return, please contact us beforehand in order to organize the return and obtain the details of the address where to send your package back.
Who are you and why do you buy my Japanese whisky from you?
Uisuki is a French e-commerce store created in 2013, historically the first online store dedicated exclusively to Japanese whiskies. We are therefore the specialist of Japanese whisky but more widely of all spirits from Japan. To know more about us and discover the 7 reasons to choose us, you can consult this page.
Are the products shipped from Japan?
The products we offer all come from Japan and are imported and delivered to our warehouse by the official distributors of the different brands we work with. All the products are stored in our warehouse in the Paris area, which allows us to ensure that the products offered are available while optimizing the delivery time in France and Europe.