Shipping/Tracking
How do I track my order?
Once your order has shipped, you will receive a shipping confirmation email. This email will contain your tracking number as well as a link to track your package.
My order shows delivered, where is it?
With the tracking number provided please contact your local delivery post office for any further delivery details. If you still have not received your order please e-mail us (info@jp-art.shop or contact form.) for assistance.
My estimated delivery window has passed and I still haven't received my package.
Keep in mind that estimated delivery windows do not include weekends. Additionally, shipping delays do happen from time to time and they are unfortunately out of our control. If your delivery window has passed and you still have not received your order, please contact us and we will track down your package for you.
My order has been confirmed but I haven't received my shipment confirmation email.
A shipment confirmation email should be sent to you within five business days of completing your purchase. Most of the time, missing shipping confirmations can be found in the spam/promotions folder provided by your email client. If you can’t find your shipping confirmation there, please contact us and we will make sure you receive a confirmation email.
My product broke during shipping. Can I get a replacement/refund?
Yes! We guarantee our products to arrive in perfect condition. In the event that an item from your order is damaged during shipping, please email us with a detailed photo of the damage within 48 hours of your delivery.
What does "retention period" mean on the Japan Post tracking page?
'Retention' means that your parcel is being held at your local Post Office and you either need to pick it up there or schedule a redelivery if possible.
Payment
PayPal won't allow me to pay with my credit card.
Most of the time, PayPal rejects credit cards for one of the following reasons:
1. Your card is associated with a specific PayPal account, and you're logged in with another account.
2. Your card was associated with a PayPal account that has since been closed.
3. You've linked the card to a PayPal account, but have not yet confirmed it.
4. You've exceeded your card limit with the PayPal system.
5. Your email address is raising a red flag in PayPal's system.
6. Your browser is not accepting cookies. You should clear any existing cookies and try again. If the above steps do not solve your issue, please contact PayPal directly.
My credit card was declined.
Please check to see if: Your card is expired or out of date You need to complete card confirmation process Your card provider or bank has more information If the above steps don’t solve your issue, please contact Credit card company or PayPal directly or choose an alternate payment method.
Prices are displayed in another currency.
You can display prices in a variety of other currencies using our currency tool at the top or bottom of our site.
What payment methods do you accept?
We accept Paypal payments as well as VISA, Master, JCB, AMEX, Apple Pay, Google Pay, Alipay, Union Pay and Wechat Pay.
I returned my order, where is my refund?
We will issue a refund within 1-2 working days of receiving your returned order. The refund will be received in your account generally within 5-10 working days or one billing cycle, depending upon your bank.
Order Information
How do I cancel my order?
We can cancel your order if it has not shipped out yet. Send us an email to let us know that you would like to cancel your order. In the event that your order has already left our warehouse, we unfortunately cannot cancel your order. Unwanted items will have to be returned after delivery (customer is responsible for return shipping costs). After the unwanted items are received at our offices, we will refund the order minus the original shipping cost.
Can I add/remove products from my order?
We can add or remove items from your order if your order has not shipped yet. Send us an email to let us know how you would like to modify your order. In the event that your order has already shipped out, we unfortunately cannot modify your order. Unwanted items will need to be returned after they received (customer is responsible for return shipping costs) and any additional items will need to be purchased as a separate order.
Where is my order confirmation?
You should receive an order confirmation within a few minutes of completing your order. If you do not receive a confirmation email within one hour of making a purchase, please send us an email to ensure that we have received your correct email address and that your order has been completed successfully.
Product Information
Are Kutani ware microwave safe?
Some products are microwave safe and some are not. This is primarily dependent on what material the product is made from. Sometimes Gold and Silver contained depend on the design then it is not microwave safe. If you want to know for specific product, please kindly email at : info@jp-art.shop or contact form.
How to treat Kutani ware?
There are some important care tips to keep your Kutani Ware in best condition for a long time. Please kindly check this page.
Can I request an appraisal service?
Unfortunately but we don't provide appraisal service.