FAQ

FREQUENTLY ASKED QUESTION

Online shop FAQ

・Orders are usually shipped within 1-2 business days after being placed.
Orders placed before 15:00 during weekdays will be shipped on the next business day.
Orders placed after 15:00 during weekdays and orders placed during weekends will be shipped in 2 days after being placed.
(*Our business days is from Monday to Friday except holidays. We will notify our business days during the Year-end and New Year holidays on our website.

・If you want your order to be arrived in shortest time, please choose "non schduled delivery"
*There may be shipping delays during busy holiday seasons and it will take up more time to deliver your order than the lead time above.

・Please note that the delivery date may vary depending on your shipping address.
The delivery date is approximately 1 to 3 days after the order is shipped
※Please note that delivery may be delayed due to transportation problems caused by bad weather.
※If you live in Okinawa or other remote islands, it may take up to one week for delivery.
For details, please check the Sagawa Express website or contact the local Sagawa Express office.

・To the customers who choose scheduled delivery:
Sagawa offers the service.
*You may not receive your order on the specific delivery date that you choose when the item you order is out of stock. We will contact you via call or email when that happens.
*Please note that you may not receive your order on the specific delivery date and time that you choose due to traffic.
*There are specific areas (island) that don't offer scheduled delivery service. *Please contact Sagawa about the details.


Engraved products take longer to ship than regular products.
Please allow 12 to 18 business days from the date the order is placed for shipment.
※During periods of high order volume, it may take longer than the above lead times to ship your order. In such cases, our customer service will contact you by phone or email.


Unfortunately, you cannot change the schduled delivery date and time after your order is placed.
If you want to change the scheduled dwelivery date and time, please call Sagawa or contact our customer service to cancel your order and place a new order.


・Yes, all products are wrapped.
All online orders will be shipped with the red box and tied with the white ribbon with Baccarat logo.
Also, shopping bag(s) will be in a package depending on the number of items of your order.


・Please check the following page for details.

https://www.baccarat.jp/en/engraving-service/


・Please note that we only offer engraving service for certain products in our online store. Please check the following page for products that can be engraved.

https://www.baccarat.jp/en/engraving-service/

 

・Our shops offer engraving on a larger variety of products than the online store. 
※Some products may not be available for engraving. Please contact your local store for details.


・Online store doesn't offer the noshi decoration service.
Please contact your local store if you wish to use the service.


・Orders can be canceled only within 3 hours of placing it. Please contact our customer service team via call or email with your order number if you want to cancel your order.
・Please let us know if you pay by a debit card.
・We do not accept cancellations of orders for products with "engraving service" after the order has been placed.


・Unfortunately, you need to cancel your order if want to change your order, and place a new order.
Orders can be canceled only within 3 hours of placing it. Please contact our customer service team via call or email with your order number if you want to cancel your order.


・You can get a free messege card per order.
Please select a card at checkout after you put an item in the cart.

・You can select a messege card that has a printed messege or plain messege card if you want to write a messege by yourself. Please check the design of messege cards at checkout.

・You cannot change a messege card or add a messege card after your order is placed. Please cancel your order and place a new order if you want to change or add a meesege card to your order.
・We will put a messege card in an envelope with Baccarat's logo and a messege card will be on placed between ribbon and an item.

The size of a card is 6.3cm x 8.8cm.


Please print out the "Shipment Confirmation Email" that is sent to you after the order is shipped and use it as a receipt.
・The printable receipt on shipping confirmation email is the official form of receipt that can be used for expense reports.
There is a blank space on the receipt where you can write your name or company name after printing out.
If you do not receive an email, please check your spam mail folder or check the "I have not received my order confirmation email" section below.

 
 

◆If you pay by cash on delivery
When using cash on delivery, the cash on delivery receipt issued by the shipping company will be the original receipt.
If you wish to receive a receipt issued by us, please return the original COD receipt (original only, no photocopies) from the shipping company to us.
As soon as we receive the cash on delivery receipt, we will send the receipt to you.
Please fill in the following 1. to 3. below and contact our customer service.

 
 

◆If you wish to have a paper receipt sent by mail
 1.Order number
 2.Shipping adress for the receipt *Please make sure to write from the prefecture.
 3.Name
 4.Proviso
If you wish to have the receipt sent to you by mail, please contact our customer service by e-mail (baccarat_jp@baccarat.fr).
Please note that it may take longer for us to send your recipt if we receive many orders.


・Please note that it may take some time to send an order cofirmation email due to our system condition. If you don't receive your order confirmation email 24 hours after you place your order, please contact our customer service team (TEL:03-4579-6135 business hours : Monday - Friday 10:00-18:00 or email : baccarat_jp@baccarat.fr).

Ask a question contact form


・Yes.
"The billing address (the purchaser's address)" will be printed on a voucher and delivery slip.


・No.
Whether an order is for gift/or not, a delivery slip that doesn't include a product price will be in a package.


Due to a shipping carrier's storage period, you can't choose a future date that is not in the delivery date option.
Please select a date in the delivery date option that is convenient for you.

 

Ask your question using our contact form.