FAQs
Product and services
Q: Do your products come with a warranty?
Yes, all Niwaki products carry a two-year warranty against manufacturing defects. If you believe your product has a fault, please get in touch with us at info@niwaki.com and we’ll help.
Q: My product is broken, can you repair it?
If you can send us a photo of your damaged product to info@niwaki.com, we’ll certainly do our best to help.
Q: What services do you offer?
We offer a sharpening service on most of our sharp tools. We carry out this service at our HQ and our London store. See niwaki.com/service/ for more details.
Q: How long to repairs or services take?
We generally advise 2-3 weeks to turn around repairs and services. Although during sharpening workshops in person we will take care of your item on the day.
Q: How do I care for my product?
On each product page on this website you’ll find a care guide, complete with care products that are available for purchase. More care videos can also be found on niwaki.com/videos/
Q: Can I purchase replacement parts?
Yes. We have a range of parts available to purchase including niwaki.com/replacement-spring and niwaki.com/replacement-bolt
Q: Do you offer wholesale?
Yes, we offer wholesale pricing to select retailers. Please contact us at wholesale@niwaki.com for more information or to request a catalogue.
Q: Do you offer trade discounts?
Yes, we offer 10% discount to trade customers. Get in touch for more details.
Delivery and Returns
Q: How much will delivery cost?
Store collection - Free
Standard delivery* - £4.00
Priority delivery - £7.50
Standard delivery is free on orders over £100.
*Some bulkier items are not possible to deliver by Standard delivery, and may incur an additional fee.
Q: How long does delivery take?
Standard delivery typically 2–5 working days.
Priority delivery typically 1-2 working days.
Q: How will my Tripod Ladder be delivered?
We use a combination of our own vehicle or private courier, and delivery is typically up to 7–10 working days but please allow up to 21 working days. See niwaki.com/about/delivery/ for more information on ladder delivery.
Q: I live outside of the UK. Can you deliver to my country?
We deliver globally using DHL, UPS or FedEx. The price and delivery time depend on location. Adjust the country tab in your basket to see the price for international shipping.
Q: Will I need to pay customs fees?
This depends on your country’s import policy. If possible we will estimate the customs fees at checkout when you purchase. If there are customs fees to pay they will be collected by the courier when the parcel reaches your destination country.
Q: How can I return an order?
We will fully refund, or replace an order purchased directly from us, should it be damaged or defective, provided we receive notification within 21 days of delivery:
Please fill in the returns section of the Delivery Note your received with the order which includes the returns address,
Or
Print a new “PDF Returns Form” from the “View Order” page within niwaki.com/customer
Your Account
Q: How can I access my account or change my details?
Go to niwaki.com/customer where you can view your order history, your Wishlist, edit your personal details e.g. address, change your password, and update your marketing preferences.
Q: How can I change my password?
Log in to your account, click Password, then follow the instructions.
Q: How can I stop marketing emails?
Log in to your account, click Subscriptions, choose your preferences and click save.
Q: How can I permanently remove my account?
If you’d like to close your account, email us at info@niwaki.com and we will take care of this for you.
Contact
Q: How can I speak to a Niwaki customer service?
Our customer service team are on hand to help Mon–Fri / 9am–5pm (UTC)
niwaki.com/contact
Q: How can I speak to the Wholesale team?
If you have a wholesale enquiry please email wholesale@niwaki.com
Locations and events
Q: Do you have a physical store?
We have two stores. You can find the address and opening hours of our flagship London store on Chiltern Street (niwaki.com/chiltern), and our HQ Showroom in Semley (niwaki.com/showroom).
Q: Can I see every product in both stores?
Our London store does not stock our full range of ladders due to space limitations. But all other products are available.
Q: Do you have a store in Japan?
Our Toyko showroom is available to visit by appointment only. Get in touch for more details.
Q: Do you appear at any shows or events?
Yes, you’ll find us every year at RHS Chelsea Flower Show as well as a series of other shows and events. You can find out more on niwaki.com/events
Q: How can I join an Ikebana Workshop?
We run regular workshops at our HQ and London stores. The workshops are £40 per person and take 2 hours. You can see more information on niwaki.com/workshops-and-courses