| FAQ

Q

Which currency do you accept?

A
The prices in this online shop are displayed in Japanese Yen. When your payment gets processed, you will be charged an equivalent amount in the currency of your country. The amount depends on the currency rate at the time your purchase has been processed and your financial institution. Please note that currency rates change constantly. Please note that additional charges may occur (currency conversion fees for example). For more information, please contact your financial institution.
Q

What payment methods do you accept?

A
Customers from overseas (outside Japan), can pay by credit card and PayPal. Customers in Japan can pay via credit card, PayPal, bank transfer, convenient store payment and other payment methods.
Q

Do you ship internationally?

A
Yes, I ship worldwide with EMS (Express Mail Service by Japan Post) and Yamato.
Q

From where do you ship?

A
All packages are shipped from Tokyo, Japan. Overseas orders are shipped with EMS (Express Mail Service by Japan Post) or Yamato.
Q

How soon do you ship?

A
I do my best to ship your order within 10 - 14 business days, after your payment has been received. Please understand, that during busy seasons and in certain circumstances, I might need more time to prepare your order for shipping. If the artwork is on display in an exhibition at the time of purchase, the shipping might be scheduled after the exhibition has ended. You will receive a confirmation email, once your order has been shipped.
Q

How long will it take for my order to arrive?

A
In addition to the time it takes to prepare your order, the actual shipping time applies. All orders are shipped from Japan and the shipping time depends on the destination, where you live. To US and Europe, shipping time can take between 1 - 2 weeks for example. The shipping time can also be delayed due to customs and unforeseen events.
Q

Can I track my package during shipping?

A
Yes. After your order has been shipped, I will send you a tracking number and link to the shipping service website. The website is available in English. You can check the status of your order from there.
Q

Will the shipping be insured?

A
No. I do not offer insured shipping. If you would like to use insured shipping, please contact me before you place your order. Please note that in this case, additional costs for the insurance will apply.
Q

Can I cancel my order?

A
No, I don't accept cancellations after payment has already been received. But if I haven't received your payment within 3 business days after your order has been placed, I will cancel the order.
Q

Can I return the artwork?

A
No, all orders are final. If you have any concerns or questions about something you wish to order, please contact me. I might be able to send you additional information and images of the artwork.
Q

What if the artwork arrives damaged?

A
If the artwork was damaged during shipping, please contact me. I will do my best to help you in this situation.
Q

How can I contact you?

A
You can contact me via the contact form on this page: https://atelierkanno.stores.jp/inquiry I will reply to you as soon as possible. Please note that it might sometimes take a few days to receive a reply. I am running the online store by myself, with a little help here and there. But due to busy schedules and unforeseen events, I am not always able to respond immediately.