FAQ
Q
Which currency do you accept?
A
The prices in this online shop are displayed in Japanese Yen. When your payment gets processed, your financial institution or card issuer will automatically process the payment in the currency of your country. Please note that currency rates change constantly and that you might be charged additional fees and currency conversion rates. For more information, please contact your financial institution or card issuer.
Q
What payment methods do you accept?
A
Depending on your location, different payment methods are available. Please note that in some cases, credit cards from overseas might be declined.
Customers from outside Japan:
• Credit Card (Visa, MasterCard, American Express, Diners, JCB)
• PayPal
Customers in Japan:
• Credit Card (Visa, MasterCard, American Express, Diners, JCB)
• Convenience store settlement
• Pay Later
• PayPal
• Bank transfer
• Carrier billing
• Rakuten Pay
• PayPay balance
Q
Do you ship internationally?
A
Yes, we ship worldwide. All packages are shipped from Tokyo, Japan. Overseas orders are shipped with EMS (Express Mail Service by Japan Post) or Yamato. Orders within Japan are shipped with Japan Post.
Q
How much are the shipping costs?
A
The shipping costs depend on the size and weight of the product and the shipping destination. You can see the exact shipping costs for each item on their respective product pages. Additionally, taxes and other fees might occur.
Shipping costs by category
• Oil Paintings:
Japan 1,500 JPY / Overseas 6,500 JPY
• Works On Paper:
Japan 800 JPY / Overseas 2,000 JPY
• Ceramic Objects:
Japan 1,500 JPY / Overseas 6,500 JPY
• Accessories:
Japan 800 JPY / Overseas 2,500 JPY
Q
How long will it take for my order to arrive?
A
We do our best to ship your order within 5 - 7 business days after your payment has been received. All orders are shipped from Tokyo, Japan. Within Japan, it usually takes 3 - 7 days for an order to arrive. To the US and Europe for example, it can take between 1 - 6 weeks, or longer.
Q
Can I track my package during shipping?
A
Yes. After your order has been shipped, you will receive a tracking code via email and a link to the shipping service website. You can check the shipping status of your order from there. The website is available in English.
Q
Can I cancel my order?
A
No, we do not accept order cancellations on behalf of customers. If you have any concerns or questions about something you wish to order, please contact us. We might be able to send you additional information, images, or videos of the item.
Q
Can I return the item?
A
No, all sales are final. We only accept exchanges, if the item is defective, or the wrong item has been sent. Please see the Cancellation & Refund Policy for more information: https://atelierkanno.stores.jp/news/5fb78fcadf5159340d259e7d
Q
Can I reschedule my art lesson or coaching session?
A
Yes, art lessons and coaching sessions can be rescheduled. We kindly request a minimum of 48 hours' notice if you need to reschedule your appointment. To reschedule, please contact us via email or this online store's contact form: https://atelierkanno.stores.jp/inquiry
Q
How can I contact you?
A
You can contact us via the contact form on this page:
https://atelierkanno.stores.jp/inquiry