Contact
How to reach us, and what happens when you do
Reaching us
| For | Use |
|---|---|
| Anything about an order | hello@polyfetti.com — include your order number if you have one |
| A question before ordering | The same address. Asking first is free and we would rather you did. |
| Our registered address or phone number | Ask and we send it without delay, always before you are asked to pay. See the commercial disclosure. |
| A privacy request | The same address. What you can ask for is in the privacy policy. |
| Something on the site you cannot use | The same address — and we will take your order by email instead, at the same price. See the accessibility statement. |
Write in the language you are comfortable in. Japanese and English are read directly. For Vietnamese, Filipino, Chinese and Portuguese we will understand you and reply clearly — it would be absurd for a translation service to insist you write in a language you are struggling with.
What to expect
| Type | We reply within |
|---|---|
| Question about an existing order | 1 business day |
| Question before ordering | 1 business day |
| Report of an error in a delivered translation | 1 business day, with what we intend to do about it |
| Privacy request | 10 business days |
| Complaint | 3 business days, with a decision or a date for one |
Business days exclude weekends and Japanese public holidays. If we are away for a period, the site will say so before you order rather than after.
If something has gone wrong
Tell us plainly. You do not need to be polite about it, and you do not need to know which policy applies.
- Write to us at hello@polyfetti.com with your order number and what happened. A photo of what the receiving authority said helps if there is one.
- We acknowledge it within 1 business day, so you know it is not sitting unread.
- We look into it and tell you what we found, which of the outcomes in the refund and correction policy applies, and why.
- If you disagree, say so and it goes to the operator personally for a second look before it is final. That review is not a formality — a decision has been overturned at this stage or the step is worthless.
- We record it either way, including what we would change. A complaint that produces no change was wasted.
Or tell us here
Same route, same deadlines. The advantage of this one is that it starts the clock the moment you press send, and tells you the date we owe you an answer by.
If you are still not satisfied
You are not dependent on us agreeing with you. Independent help is available, free, and in several languages:
- Consumer Hotline — 188. Connects you to your local consumer affairs centre. No area code needed.
- Consumer Affairs Agency multilingual guidance — plain-language explanations of your rights as a consumer in Japan.
- Personal Information Protection Commission — for anything about how we handled your personal information.
We would rather you came to us first, but we are not going to bury the alternative. Being able to complain about us somewhere we do not control is part of what makes us worth trusting.