FAQs
Delivery and Returns
Q: How much will delivery cost?
Standard delivery:
Free - order over $100. Please note large or heavy items may still carry a surcharge.
Global Express - Price calculated at checkout depending on your location.
We’ll use the best courier for your location, usually DHL, FedEx or UPS. Tracking is always provided and you’ll receive updates directly from the courier.
Large or heavy items:
Depending on the size and weight of your item a surcharge may be added to your delivery fee. This also applies to orders over $100.
Q: How long does delivery take?
Orders delivered to the US come from our UK warehouse. Transit time is normally 5-10 days but we will provide you with full tracking as soon as the order is shipped. Text and email notifications will be sent to keep you up to date on delivery.
Q: Will I have to pay any customs fees?
No. We ship orders to the USA using DDP (Delivered Duty Paid) terms. This means Niwaki covers any applicable import duty, taxes and tariffs, so you won’t receive an unexpected bill from the courier when your order arrives. The price you pay at checkout is the price you pay.
Q: What does DDP mean?
DDP stands for Delivered Duty Paid. Put simply, we take care of the import costs and customs arrangements for you. Your order will be delivered without you needing to pay any additional duty, taxes or tariffs.
Q: Will I need to provide any information to US Customs?
Occasionally, US Customs may request additional information from the recipient, such as a Social Security Number, to help clear a shipment. This is beyond our control, but we’ll do our utmost to make sure your order clears customs as smoothly as possible. If you receive a request and are unsure what to do, please get in touch with us at info@niwaki.com and we’ll be happy to help.
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 My Account
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 in Wiltshire, England. Get in touch for more information
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 here. niwaki.com/videos/
Q: Can I purchase Tripod Ladders in the US?
We’re unable to ship ladders to the USA. But fear not, our friends at hasegawaladders.com are here for you.
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 have a physical store in the U.S.?
Currently, Niwaki does not have a physical store in the U.S, but you can purchase all of our products directly online and we deliver worldwide. We also have a selection of retail partners around the country - get in touch and we’ll help you find your nearest one or see a selection of our stockists
Your Account
Q: How can I access my account or change my details?
You can login to your account here - niwaki.com/customer/ Here you can view your order history, your wishlist, edit your personal details e.g. address, change your password, and your marketing preferences.
Q: How can I change my password?
Click on to your account, click Password, then follow the instructions.
Q: How can I stop marketing emails?
Click on 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?
You can find our contact details right here niwaki.com/contact/. Our customer service team are on hand to help Mon–Fri / 9am–5pm (UTC).
Q: How can I speak to the Wholesale team?
If you have a wholesale enquiry please email wholesale@niwaki.com
Q: How can I reach the marketing team?
If you have a press or marketing enquiry please email press@niwaki.com