Terms and Conditions
Bento&co and the bentoandco.com website are the property of the company BERTRAND CO, located in 117 Yaoya-Cho, Nakagyo-Ku, Kyoto-shi, 604-8072, Japon.
All transactions on the Bento&co website are subject to Japanese law. Every order made by a customer (i.e. you) entails the explicit acceptance of the general conditions described below.
I. PRODUCTS
We will provide products as long as they are in stock. The range of products we offer may change due to supplier constraints.
Product descriptions in Japanese are provided by the manufacturers. Bento&co is not responsible for the contents of these Japanese instructions. We provide simple instructions for use and care in English on individual product pages.
If a product is temporarily unavailable, we will let the customer know about the expected delay by email. If any product is unavailable and Bento&co is not able to provide alternative products of similar quality and price, the purchase will be refunded to the customer.
If the delivered product doesn't match the description on our website, the customer has 48 hours (from time of acceptance) to inform us about it.
Food product cannot be returned or refunded, unless they were delivered past their due date.
II. ORDER
When you click on the "confirm" button when making an order, you commit to fully accept all the terms of sale as well as the entirety of these General Conditions of Sale and without reserve.
The checkout process consists of five (5) steps:
- Shopping cart confirmation
- Input of billing and shipping address
- Shipping options
- Payment
- Order confirmation.
The customer can review and change any details in their order before final confirmation. As soon as we have received your order, we will send you an order confirmation.
III. PRICE AND PAYMENT
Prices are displayed and payment is processed in the currency of your choice from the following: US Dollars, Euros, Australian Dollars, Canadian Dollars, British Pounds, Singapore Dollars, Hong Kong Dollars, Chinese Yuan, Danish Kroner, Indonesian Rupiah, Macanese Pataca, Mexican Peso, New Zealand Dollar, Norwegian Kroner, South Korean Won, Swedish Krona, Swiss Franc, New Taiwan Dollars, UAE Dirham.
Prices displayed do not include tax. Shipping and handling charges (included taxes which depend on countries) are not included in the listed price. Shipping charges are clearly indicated during the ordering process. For payments made with Shopify Payments, you may be subject to international transaction fees as our company is registered in Japan.
All credit card transactions are processed securely by Shopify Payment or PayPal. It is not necessary to have a PayPal account in order to make a payment. Bento&co does not keep any record of your credit card or other financial information. All financial transactions are encrypted securely and handled by PayPal or Shopify Payment.
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 refer to our full explanation of taxes and customs fees or refer to your national custom official site.
Discount codes provided by Bento&co are valid only if they can be applied in the purchase before payment.
IV. SHIPPING AND DELIVERY
1. Shipping
Once an order is processed, most packages are dispatched within four (4) business days (please allow extra time for orders placed over weekends and holidays). You'll receive a shipping confirmation email after your order leaves our office, which includes information such as a tracking number, at that time.
All products are dispatched from Japan by airmail or a private carrier (FedEx, DHL). If your country is not on the list when entering your billing and shipping address, please contact us per email.
The customer chooses a shipping method during checkout from the following:
- Express Shipping (DHL or FedEx): delivery in 2 to 5 business days.
- Registered Airmail (Japan Post): delivery in 9 to 20 business days (not guaranteed).
Please note that 'business days' do not include weekends or holidays.
2. Shipping Cost
Shipping costs vary according to the destination country, the parcel's weight and the shipment method you chose.
The customer is responsible for choosing the shipping method. To get a shipping estimate, simply proceed to checkout and fill in your shipping address. Your shipping options will be displayed.
Shipping costs displayed are for purchases made on en.bentoandco.com. For high-volume orders, professional orders and returns, actual shipping fees may differ.
Shipping Surcharge: Occasionally, customers living in areas that are considered remote areas by our Express Couriers may be asked to pay an additional remote area surcharge after completing their order. In this instance, customers will be given the option to proceed with the order or to cancel and receive a refund for their order.
Change of Shipping Address: If you notice you need to modify your shipping address BEFORE your order has been shipped, just email us at contact@bentoandco.com with your order number and updated shipping address and we can make the edit.
If you need to modify your shipping address AFTER we have shipped your order, please contact the responsible shipping carrier to make the change. (Please note this request will incur a fee ($15-$25+ depending on the new address you will have to pay).
3. Delivery issues
The customer is responsible for tracking their package using the tracking information provided in their shipping confirmation email.
Registered Airmail Shipments (Japan Post): if you have not received your order by 30 business days, first check with your local post office. We can only file a missing package claim after 45 working days and will send you a replacement order.
Express shipments (FedEx or DHL): Sometimes, carriers cannot deliver a package (for instance, due to the size of the mailbox). In this case, customers may have to contact carriers directly.
Bento&Co will not be responsible for the return of parcels that couldn't be delivered if the customer failed to contact the carrier in due time.
We are able to reship returned packages, but the reshipping cost will be at the customer's expense. In that case, the shipping fee will be the real cost and may differ from shipping fees displayed during checkout.
4. Shipping to the EU and VAT Calculation
EU customers can enjoy ordering with all taxes and duties paid at checkout.
All-Inclusive Pricing: For orders under 150€ (after discounts, excluding shipping and taxes), all VAT and customs duties are included at checkout. No extra charges on delivery.
Faster Delivery: Orders under 150€ benefit from quicker customs clearance, leading to faster delivery times.
Shipping Fees: Shipping fees are calculated separately and not included in the 150€ limit. Check shipping rates at checkout.
Customs Charges: If for any reason local customs charge any fees upon delivery, do not pay the bill. Please contact our customer support at contact@bentoandco.com.
V. RETURN AND CANCELLATION POLICY
If you are not satisfied with your order, you have 7 (seven) days after receiving your order to return the item(s) for an exchange, refund or store credit. Every inquiry must be sent by email to contact@bentoandco.com. Please indicate what you are returning and why. In order for us to process your return, please include your name, email address and order number along with the name of the items that you're returning. You will be responsible for the shipping charges associated with sending the unwanted item(s) back to us. Shipping fees are not eligible for a refund.
In the event that a product is damaged during shipping, please contact customer service at contact@bentoandco.com and send a detailed photo of the damage with the order number.
Customers can cancel an order and get a full refund until it is dispatched (please contact us as soon as possible).
We try to ensure that all product information is accurate and complete, and that the photographs clearly indicate the shape, color and details of each item. Because orders are shipped internationally, shipping fees for products ordered incorrectly due to customer error cannot be refunded for exchanges and have to be beared by the customer. Please order carefully.
The customer is responsible for paying customs fees and for providing any and all documents required by Customs in their country. If the customer refuses to pay these taxes, or if the retention period for their package has passed and it is returned to us, only the value of the goods will be refunded. Shipping costs cannot be refunded.
If you refuse your shipment or if all delivery attempts from the carrier fail, you will not be eligible for a refund as the package will have to be destroyed.
VI. REFUND
Bento&Co will refund the customer within two business days after having received the returned items. The refund will be processed on the same account that was used for the purchase (or a voucher code, according to the customer's wish).
VII. APPLICABLE DUTY
The company BERTRAND CO. is subject to Japanese law. Within those confines, we will try to satisfy our customers as much as we are able. In the event of complaint or difficulties, the customer can contact Bento&Co customer service for help in finding an amicable resolution.
VIII. INTELLECTUAL PROPERTY
All text, comments, works, illustrations and images reproduced on the website www.bentoandco.com and en.bentoandco.com and bentoandco.jp are the property of Bento&co. The reproduction, partial or complete, distribution, display or transmission of the content of this site is strictly prohibited, unless specifically authorized by Bento&Co.