Frequently Asked Questions

Am I talking to a human?

Yes, you are. We have professionally trained and carefully vetted concierge helpers available 24×7 to help you with placing orders, tracking orders and accept any new custom order requests. 

Can I purchase a Tatemae voucher as a present?

Absolutely! It’s as easy as letting us know in our secret portal, and we will send you a checkout link for the voucher. You will be given a voucher number that can be shared with the intended.

Is my data stored?

Never. As our motto is providing confidential service we make sure that we don’t store any of your personal data such as your name, addresses and payment details. Read more in our Privacy Policy.

How long does it typically take before I my order is confirmed?

Most orders will be processed within 4 to 6 hours but some requests may take 1 or 2 working days. Custom requests vary based on their complexities. You can always track this progress via the secret portal by entering your order number. 

Can I include a personal message with my order?

Yes, we provide a high degree of customization. You can do this either at the checkout page or via our secret portal.

I am having difficulty placing my order, what should I do?
Do I have to register?

There is no register or login to use Tatemae’s services! All you need to do is let us know what you’d like, and the most basic of your details and we will make it happen for you. 

Is there a cancellation fee?

We do not charge any cancellation fee but in case the hotel/service providers have a cancellation policy, we will let you know in advance. 

What is the refund policy?

100% money back guarantee! No questions asked except for your feedback on what went wrong and how to improve our service better for your next time. 

Where can I find my order details?

As no email receipt containing any of your order details will be sent to you, we request you to save the order number we provide on checkout for further interactions. This code is unique to you and only our concierge will be able to get the details for you. 

How can I let you know comments or suggestions?

You can chat with our concierge helpers directly on the secret portal or send us your feedback at We would love to hear from you!

What forms of payment are accepted?

We accept all Debit and Credit cards but Tatemae will not be evident on your statement just our holding company making sure that payment is secure and confidentiality delivered.

Is this service really completely confidential?

Yes, completely! 
We don’t ask for your name, email or any other personal details. You can provide your email optionally, which will be only used to send an email saying that “Check out our update!” to give out as little detail and no context.
Everything can be anonymous and if any of your details are sent to us, it will be auto-deleted in 14 days.

I lost my unique code! What do I do?

Just message us on the secret portal or email us at  with the date and rough date and time of placing the order. We will do our best to help you.

Can I request my data to be deleted early?

Yes! Even though we generally don’t store any customer data and the basics are deleted in 14 days, if you think you have provided any personal data which you want to be expunged from our account, you can always send a request to delete your data to  or let us know in the secret portal.

Confidential Concierge Service