Help Center

CANCELLATION OF ORDERS

Transactions for cancellation must meet our Cancellation Policy for us to process your request. Our
service team will send you a message thru E-mail whether your cancellation request is approved or
rejected. Cancellation of orders within Metro Manila must be made within 24 hours before delivery date
and 2 days before delivery date for those outside Metro Manila.

RETURN & REPLACEMENTS

If something isn’t right we are happy to accept a return or replace your item within 1 week of purchase, subject to the Return and Replacement Policy below. Please take note that replacement of items applies only for DAMAGED items. We do not allow return or exchange on merchandise that does not meet your expectations in liking.

1. Items to be replaced must be in saleable/marketable condition and must be returned in their original condition.

2. Original Receipts (if provided by the seller), Waybill and Hang Tags (if any) must be attached as this is considered part of the product.

3. Items that you return should not be used, washed, altered/tampered or soiled. All original packing, labels, tags, leaflets, manuals, warranty/guarantee cards, freebies, accessories should be intact. The courier will not accept your item in absence of these.

4. Damaged item/s must be reported to us via email; marketing@alta.co.jp (a photo of the item must also be attached).

5. If an item is faulty, wrongly described in our description box, or different from the sample shown then we will meet our legal obligation which may include refunding the purchase price and delivery charges, or providing a replacement product provided the item is returned within a reasonable time with proof of purchase.

6. Items damaged during the delivery may be refunded or replaced with the same item.

7. In case the replacement item is out of stock, we will refund your amount.

8. Replacements will depend on the availability of the item.

9. Refund or replacement will be initiated after the pick-up of product.

UNCLAIMED ITEMS

Unclaimed Items within the delivery day will be scheduled for a re-delivery within one week. In any case
that the item will still be on hold for the given time/day, E-Japon has the rights to cancel your
transaction for that certain item.

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