Bento&co | The Bento Shop - Help
Help
What is Bento&Co?
- What is Bento&Co?
We are located in Japan's ancient capital, Kyoto, Japan, from where we ship all your orders. (Read more about us.)
We love getting mail, so if you'd like to write us a letter, here is our address: Bento&co, Kyoto, Nakagyoku, Rokkaku Dori, Futachi Higashi Iru, Yaoyacho 117 Japan 604-8072
- Why you can trust us
- We are nice and honest people.
- We use a safe and well-known service, Paypal, for payments.
- Like our makers, we have a real passion for our products. Here is an article on how our products are made (in French only).
- In less of 4 years of activity, we have sent around 41,000 parcels all over the world. 60% of our customers have ordered more than once, and our Facebook page has more than 25,000 fans.
- We're always reachable if you need something. By mail, we guarantee you to answer within 24 hours (except week-ends) or even directly by chatting (Use the little red window bellow that says "need help?").
Placing an order
- How do I place my order?
It is a very simple process:
- Browse through the site until you find an item that strikes your fancy
- Select the color or size from the pulldown menu, then click "add to cart".
- Do this for each item you would like to buy.
- Once you've added all the items, click "My Cart" to review the shopping cart. The checkout process consists of 4 steps: billing address (and/or shipping address), shipping method, payment with Paypal and confirmation. We'll send over an email with your order information to confirm.
- How do you select the products?
We choose products we are in love with because we think that our customers will love them too. We try to offer really unique products, with one priority: quality. We like and respect our makers a whole lot.
- What do the “S”, “M” “L” and “XL” sizes for the bento boxes mean?
Size S indicates bento boxes with a holding capacity smaller than 500ml. They are appropriate for children or people with small appetites. They can also be used for snacks or as a supplementary bento box.
Size M indicates bento boxes with a holding capacity between 500 and 780ml. Many of them have two compartments, one of which is designed to hold rice (or another carbohydrate, such as pasta.) Size M boxes are appropriate for most adults and older children.
Size L indicates bento boxes with a holding capacity between 780 and 1000 ml. These are bento boxes for people with hearty appetites. If this still seems to small for you, consider the XL sized bento boxes!
Size XL bento boxes are boxes intended to be used by 2 or more people, though of course they could be used by a single person for a very generous lunch! They are ideal for picnics, parties and so on.
- I'm trying to avoid plastic containers, do you have non-plastic alternatives?
- Can I order a sold out item?
Normally, no, but if a item is currenty sold out, it doesn't mean it won't come back. When a product is sold out, click on the green button on the left side of your screen "Notify me" to receive an email as soon as the product will be available again.
- What are the prices written on the product pages?
Prices indicated are retailing prices, excluding VAT and shipping cost.
- Where do I notify that my order is a gift?
You can write it in the "leave a message" space in the shopping cart. In that case, we won't include the invoice the parcel but we"ll directly email it to the buyer. Please be aware that shipments sent as gifts may still be charged customs fees.
Payment
- How do I pay for an order?
With PayPal. Wou can pay either with your credit card or with your PayPal account if you have one.
- Is the site secure?
Personnal banking information is fully protected by PayPal. Bento&Co doesn't have access to your credit card information at any time.
- How do I use my discount code?
If you have a discount code (lucky you!), you just need to copy and paste the code when ordering, just before the shipping choice, and don't forget to confirm it.
- When will my credit card be charged?
Paypal will charge your credit card or Paypal account as soon as your order has been confirmed.
Shipment
- Do you ship worldwide?
We do ship worldwide, if your country is not listed during the checkout process, feel free to contact us because we can ship in every country in the world.
- How much is the shipping cost? How long will it take?
To know how much is the shipping cost will be, simply add your items to the cart, and shipping cost choices will be displayed under the section "Get shipping estimates" after entering your country and zip code (see screen shot bellow). You can choose between "economy air shipping", "standard", "express" and "FedEx".
We offer free shipping for orders of more than 190 USD in most countries.
For delivery time, go to our Shipping page, under "Carriers" section.
- Where will you ship my order from?
We are located in the beautiful city of Kyoto in Japan. Your order will be shipped directly from here.
- Will I have to pay taxes and custom fees?
The import of a product from Japan may be subject to taxes and to custom fees in the country of delivery. These supplementary costs are the customer’s responsibility. For more information, please read the Shipping page.
Return and cancellation policy
- I'd like to cancel my order, how can I do that?
If your order hasn't been shipped yet (i.e. you havn't received the shipment confirmation), notify us as soon as possible. We will refund you the total amount of your order.
However, if your order has already been sent, we cannot cancel it. You can return the products. Unfortunately, we are unable to refund the shipping cost.
- I'd like to send my order back, how can I do that?
Above all, we want you to be satisfied, so if you're not satisfied with your purchase, you can return the items ans ask for a refund, an exchange or a voucher. Returns must be within 7 days of delivery and all returned items must be in the original condition you received them in. Shipping cost cannot be reimbursed.
Before sending back the products, please send us a email indicating what you're returning and why. We are not able to pay for the cost of shipping the products back to us.
Please be aware that in all cases the customer is responsible for paying customs fees and providing any and all documents required by Customs in your country.
If the customer refuses to pay those taxes, packages will be sent back to us. We'll then refund you the amount of your order after having withdrawn the real shipping cost that the carrier charged to us.
Postal service ordering and related issues
- What should I do if I don't receive my order?
For SAL shipments, it is possible that in some cases shipments can take up to 45 days, so we will take action on a undelivered package only after this time period. If your package seems to be taking a long time and you chose SAL as a shipping method, first go to your local post office and ask if a parcel is waiting for you. After that, if 45 days have lapsed since the order was sent, and you still haven’t receive it, please contact us.
For FedEx or EMS shipments, please go to the online tracking service track your order.
If you still havn't receive your order after that, please contact us at contact@bentoandco.com
- One or several items have been broken during the delivery
If you have items that were damaged during delivery, please e-mail us within 3 days after receiving your order and include pictures of your damaged item.
- One item was missing in my parcel?
If this happened to you, please accept our apologies. Contact us and we will fix it ASAP.
- I've lost or broken a piece of my bento
Send us a email describing what part is lost or broken and we can try to find a replacement piece. In order no to not incur additional shipping fees, we advise you to make an order on the Bento&Co site and we will include the replacement piece with your order.
- Can bento boxes be re-heated in a microwave oven?
Some bento boxes are microwave-safe and some are not. This all depends on what material the bento box is made with. This is indicated in the product description for each item. We also include instructions in English with each box. Microwave safe bento boxes are listed here.
- How can I get a 10% discount code?
If you have made a purchase on our site in the past, you can get a 10% off code by sending us some nice pictures of your bento using products you bought on Bento&co. Please send you picture and your order number to us at yourbento@bentoandco.com. Please include a brief description of the content of the pictures.
- How do I contact customer service?
Do you have a question, remark, photo, or funny story? You can get in touch with the Bento&Co team in the following ways:
Email contact@bentoandco.com
Direct chat: little red window bellow "need help ?"
Facebook: Bento&Co Page
Twitter : @Bentoandco
日本語でもメールOKです。
Contact us
- Ways to get in touch with to get in touch with us
Email :
Email us directly at contact@bentoandco.com. Please, don't forget to mention you order number in the subject. Order numbers have 5 digits. You can find them in the order confirmation email.
Online chat :
Click on the red "Need help" button at the bottom of any page. If we're not available, leave us a message.
Facebook :
Not a Bento&co fan yet? Visit our Facebook community page and see all the beautiful bento we offer and our amazing fans!
Twitter :
Follow us @Bentoandco
- If you are interested in reselling our products
- If you are interested in becoming a Bento&co partner
