🚚  Free delivery in United Kingdom

Customer care

Our team is always there to help you.

Answers to the most frequently asked questions about purchases

Orders and shipping

The average delivery time is communicated when the order is placed. The delivery time is usually between 10 and 14 business days, depending on the number of orders and stock availability.

Simply click on “My Account” in the top menu at the top of your screen and follow the registration procedure or log in!

If the order has already been dispatched, you will need to contact the courier directly or change the address on the courier’s website, using the tracking number provided and received by SMS or e-mail. It is up to them whether or not to accept the change. If the delivery fails, the courier will ask you for a new delivery date, or you can try to change the address. If you wish to change the address before placing a new order on our site, you can go to your account or change it when you place your order, before paying.

Your KatanaEmpire account will be notified of any changes to your order status. After preparation, we hand over your order to a delivery company and send you a tracking number so you can follow the progress of your parcel on the delivery company’s site.

No credit cards or other bank details are accessible to our staff. You are free to delete a registered means of payment at any time, or to refuse to store it in your account when you pay.

Yes, the sale of products is subject to VAT, but there are no nasty surprises when it comes to paying, as the prices displayed in our store all take VAT into account.

We deliver to the United Kingdom and Europe, however additional charges may apply depending on your location and available delivery services.

While we try as much as possible to group items in parcels to reduce shipping costs, environmental impact and ease of receipt, it is sometimes wiser to make two smaller parcels for items that are very different in size, for example a stand and a katana sword. Depending on stock levels and our teams, products may also leave one or two days apart.

Ordering issues

Returns and exchanges

If you receive the wrong product, please contact us and we will do our best to send you the correct product as soon as possible. We will refund the cost of returning the wrong product.

Refunds will be made within 7 to 14 days of receipt of the product, depending on the method of payment used (credit card, Mastercard or Visa).

If you receive a voucher or credit note for our store, please note that it will be valid for a period of six months from its creation. You can use it to purchase any product available in our store.

It is possible that the product may be damaged during shipping. In this case, we will guide you in making a claim with the delivery service to obtain a refund for your item.

You don’t like the model and want to return it?

  • The item must be in its original packaging.
  • The return request must be made within 14 days of the delivery date.
  • The item must not have been washed or worn and must be in its original condition.
  • Labels must be attached to the item.
  • KatanaEmpire declines all responsibility in the event of an address error on the part of the customer. However, the carrier may agree to deliver to another address.
  • KatanaEmpire reserves the right to refuse returns sent or requested after the return deadline, i.e. 14 days after receipt of the order.
  • Returns not respecting the original condition of the item may also be refused.
  • Send an e-mail to be taken care of by customer support.
  • Follow the Customer Care instructions to return your items.

    You are responsible for the cost of international returns. Read our terms & conditions to find out more.

Go to the footer of the site or to the contact page, or directly from your account to leave us a message. We’ll get back to you within 24 to 48 hours.

Have you entered the wrong delivery address? Send us a message as soon as possible to change it. If your parcel is already in transit, you’ll need to make the request on the carrier’s website with your tracking number.

Most of the time we prepare all orders between 3pm and 6pm, if you order before or after these times you can try to cancel your order. Once the order has been prepared and shipped it is impossible to cancel it.

Have you spotted another item that’s no longer available? Contact us with the reference number to find out when it will be back on the shelves soon.

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