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    GENERAL QUESTIONS

    What kind of items are available online and at your store?

    We are the first traveler-focused supermarket in Hirafu, the centre of Niseko Ski Resort.  As a full service supermarket, we provide a much needed service for both visitors as well as local residents. 

    The 180m2 supermarket is a one stop location, providing a convenient and comfortable shopping experience with a variety of everyday food items along with carefully selected local products showcasing Niseko’s unique food culture.  Enjoy a great assortment of fresh produce, high-quality meat and seafood, freshly baked bread, and other delicious gourmet goods.  We also feature a large selection of premium wines, spirits, champagnes, and sake. We also have delivery service to all 4 Niseko resort areas: Hirafu & Kabayama, Hanazono, Higashiyama, and Annnupuri.  

    Online, we have limited selections focusing on popular and essential items.  For more selection, please come visit out store open from 7 AM to 11 PM every day!

     

    Do you accept credit cards?

    Yes. Visa, Mastercard and Ginren cards can be used at the shop.  For online shopping, we accept all major credit cards and PayPal.

     

    Do you offer a tax-free service?

    Yes we do tax-furee for a shopping more than 5,000 yen purchase.

     

    What are your business hours?

    In winter season, we are open from 7 AM to 11 PM every day including Christmas and New Year’s Day.

     

    Can I buy an item that is not on your site?

    Looking for something you don’t see on our website?  We might have it in-store.  Please feel free to contact us and we will be happy to help.

     

    How can I contact you?

    During our business hours, you can call us at 0136-55-8235 or reach us from here.

     

    Do you have free parking?

    Yes, the building, Shiki Niseko, that houses our shop has free parking beneath the building. Please note the spaces are limited and are available on a first come, first serve basis.

     

    Do you have gluten-free or vegan items?

    Yes!  We have a wide selections of items for those who are on gluten-free or vegan diet.  Also, we carry organic and locally grown choices for health-conscious eaters!

     

    Do you sell any medication? 

    Unfortunately, no, due to strict licensing requirements in Japan.  

     

    Do you offer delivery service? 

    Yes.  For shopping you made at our store, we can deliver to all 4 resorts area in Niseko.   The rates are as follows:

    Hirafu & Kabayama

    ¥1,000

    Hanazono

    ¥2,000

    Higashiyama

    ¥2,000

    Annnupuri

    ¥2,500

    Do you take special orders?

    We can take special orders for some items: turkeys, hams, whole chickens, seafood, fresh sashimi platters, birthday cakes, and flower bouquets. These are items we normally don’t carry but can get on a pre-order basis for your convenience.

     

    ORDER CHANGES AND INFORMATION

    Can I make changes to an order I have already placed?

    If you contact us by the cutoff time of the day your order is scheduled to deliver, we will be happy to accommodate any changes you would like to make to your order.

    For Credit Card orders, if you would like to add an item to your order, we will send you a separate payment request for the additional items. If you would like to remove an item, the cost will be refunded to your credit card.

     

    Can I cancel my order?

    Yes, cancellations are accepted until the cutoff time of the day the order is scheduled to ship. For more information, please email us at info@niseko-deli.com or call us at +81(0)136-55-8235.

     

    SHIPPING 

    What is the shipping fee?

    At this moment, our online shopping & delivery service is only available within the Niseko ski resort area: Hirafu & Kabayama, Hanazono, Higashiyama, and Annupuri.

     

    Do you offer free shipping?

    Orders over ¥20,000 automatically receive free shipping.

     

    How long until I receive my order?

    For orders received before our daily cutoff time, your order will be shipped the same day and can arrive as early as the next day, depending on your location.  Orders received after the cutoff time will be shipped the next weekday.

     

    How can I track my order?

    Once your order has shipped, you will receive a shipment notification to your email.  The email will contain the tracking number(s) for your order, as well as instructions on how to track the package(s).

     

    DELIVERY

    Can I change my delivery time?

    If your order has not shipped, please call us at 0136-55-8235 as soon as possible and we will be happy to change the delivery time prior to shipping. 


    Important: We try our best to ship the freshest items possible according to your original requested delivery date and time to keep it fresh for delivery. The Niseko Supermarket and Deli is not responsible for any items that may expire or go bad due to changing the delivery time.

     

    I received my order, but an item is damaged.

    Even though we pack each order very carefully, sometimes accidents happen.  If something in your order arrives broken or damaged, we will be happy to replace the item, provide a partial refund, or full refund. Simply tell our driver upon delivery or call us at 0136-55-8235 with the damaged item and your receipt ready.

     

    I missed my delivery, what should I do?

    If you missed the delivery of your items, you should have a yellow slip in your mailbox.  It will have the tracking number of your package, as well as your driver's phone number.  You can simply call the driver, providing your name and address, and request re-delivery.  The yellow slip will also have the phone number for an English hotline to call, if you have trouble speaking Japanese.  If you have any trouble scheduling re-delivery, simply let us know instead and we will be happy to help.