Common queries / FAQ
Here is a compilation of Frequently Asked Questions we often receive from customers. Hopefully we can provide you with answers prior to your contacting customer services.
Concerning the Online Shop
What do I need to start shopping？
Any account details registered to a BB&R website overseas will not be linked to this account, so you will have to register separately to use the Japanese website.
Before registering or placing an order with us, please read the Terms of Use and our Privacy Policy, and keep a copy of the Terms of Use and order details.
Selling alcohol to minors (Anyone under the age of 20) is prohibited by law.
If you are unsure of your password after registering, please use your email account at the time of registration to reissue your password.
If you are unable to log in, please contact us using the Contact Us form. Please note that rectifying any issue will take at least one business day, excluding Saturdays, Sundays, and national holidays.
What payment methods can I use for my shopping?
We allow payment by credit card, cash on delivery, and PayPay (will be available soon).
Accepted Credit Cards: Visa, MasterCard, American Express, JCB, Diners Club, Discover
We do not accept divided payments.
Cash on delivery can be used for orders under 300,000 JPY - service charge will vary depending on the cost of the delivery (Cash only)
- ~9,999 yen：330 yen（incl. tax）
- 10,000～29,999 yen：440 yen（incl. tax）
- 30,000～99,999 yen：660 yen （incl. tax）
- 100,000～299,999 yen：1,100 yen（incl. tax）
- 300,000 yen and over：Service not available
（as of May 2024 - rates may be subject to change）
If you would like to use other payment methods, such as bank transfer, please contact us by phone (03-3518-6730) or email JapanEnquiries@bbr.com.
Concerning Delivery
How much does delivery cost?
As of April 2024, delivery rates are as follows:
|
Time of Year |
Quantity |
Honshu (Exc. Chugoku) |
Chugoku/ |
Hokkaido/ |
Okinawa |
|
Apr~Oct |
Cool Delivery |
¥1,490 |
¥1,580 |
¥1,800 |
¥4,160 |
|
Nov~Mar |
Standard |
¥1,160 |
¥1,250 |
¥1,470 |
¥3,830 |
|
Cool Delivery |
¥1,490 |
¥1,580 |
¥1,800 |
¥4,160 |
Please see our "Shipping Information" page for details.
Can I set a specific date and time for delivery?
You can specify a date and time between 1~3 weeks after the date of your order.
I’m worried my bottles may be damaged during delivery - what should I do?
While we do use bubble wrap and other cushioning materials to protect your purchase, if an accident during shipping causes damage or leaks, please contact us within 7 days of arrival. We will send you a new product, or offer you a refund. If you have any questions regarding quality, please contact us at 03-3518-6730 or email JapanEnquiries@bbr.com.
Returning items or cancelling your order
Can I cancel my order?
To make changes to your order, you must first cancel your order and place a new order. If you wish to cancel your order due to a personal error, please contact our Japan branch by the morning of the next business day after your order is placed. However, please note that we may not be able to accept cancellations or changes to your order (delivery address, payment method, quantity, etc.) after the order process has been completed. Please take careful consideration before placing your order.
Can I return my purchase？
Due to the nature of our products, we do not accept returns after delivery is complete.
My delivery appears to have damage or leakage. What should I do?
If the product is damaged or leaking due to an accident during shipping, please contact us within 7 days of delivery. We will replace the product or provide you with a refund. If you have any questions regarding quality control, please feel free to contact us at 03-3518-6730 or email us at JapanEnquiries@bbr.com
Special Services (UK Headquarters)
What is BBX？
BBX is our online Fine Wine Exchange service 。With our fine wine exchange, you can buy and sell through Berry Bros. & Rudd’s community of fine-wine lovers.
Please see our “BBX” page for details
What is a cellar plan?
Our Cellar Plan is the best way to build a collection of wine perfectly tailored to your taste. Not only will you have a dedicated Private Account Manager to support your decisions, but you can gain early access to products, as well as special offers.
Please see our “Cellar Plan” page for details
What does your wine storage service entail?
Although a service available in the UK and not in Japan, Berry Brothers & Rudd is pleased to offer our customers who purchase wines from our UK stock or from En Primeur an affordable storage service in our state of the art cellars. Temperatures are controlled in 0.5°C increments and wine movement is kept to a minimum. Each bottle is scrutinized for imperfections prior to storage, and perfect condition is guaranteed for all products, including those already in storage.
Please see our "Wine Storage" page for more information.