Payment Methods & Return Policy
▶︎ PAYMENT METHODS
Depending on your location, different payment methods are available.
Customers from overseas (outside Japan) can pay via:
• Credit Card* (Visa, MasterCard, American Express, Diners, JCB)
• PayPal
*Please note that in some cases, credit cards from overseas might be declined.
Customers in Japan can pay via:
• Credit Card (Visa, MasterCard, American Express, Diners, JCB)
• PayPal
• Convenience store payment
• Next month deferred payment
• Bank transfer
• Rakuten Pay
▶︎ RETURN POLICY
All sales are final. I do not accept returns, unless the product is defective, or a wrong item has been sent. 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, images or videos of the item.
▶︎ REFUND POLICY
Defect or wrong items will be exchanged for new ones. If the item was a one-of-a-kind item, I will offer you an item of similar size, material and style instead. The exchange period is 7 days, starting on the day that the item has been received by you (proof of delivery notice by shipping company). Please note that certain conditions apply, in order for an item to be eligible for exchange (see below).
Exchange Procedure:
① Please contact me via the contact form, including your order number and a description of the defect or wrong item.
② In order to assess, if the item is eligible for an exchange, I might request additional information. I might ask you to send me a proof of purchase (receipt or invoice) and proof of delivery (delivery notice by shipping company). I also might request photos of the defect or wrong item. If requested, please send a copy of these documents to me via email.
③ If the item is eligible for an exchange, I will send you instructions via email on how to return the item. Please follow these instructions. I do not accept returned items that have been sent through other methods than instructed.
④ Once I have received the returned item in unused condition and with original packaging, a new item will be sent to you free of charge.
If you have received a defect or wrong item, please contact me within 7 days via the contact form:
https://atelierkanno.stores.jp/inquiry
Conditions:
• I only accept exchange request for items that have been purchased in this online shop.
• I only accept exchange request for items that have been unused and include the original packaging.
• I only accept exchange request via the contact form.
• I do not accept exchange request by people other than the customer who has ordered the item.
• I do not accept exchange requests that exceed the 7 day exchange period.
• I do not accept returned items that have been sent through other methods than instructed.
• The following items are not eligible for exchange:
- E-Tickets
- Download items
- Items that got damaged or lost during shipping
• I do not refund any costs, such as sales price, shipping costs, currency conversion fees, transaction fees, customs fees, taxes or insurance for example.
• I do not refund products that got damaged or lost during shipping. In this case, please contact the shipping company.
▶︎ REFUND POLICY FOR ROOM FRAGRANCES
Room fragrances (aroma essential oils blends) are only eligible for exchange, if the bottle has not been opened (sealed cap). If you would like to test a fragrance, please purchase an aroma sample first.
▶︎ REFUND POLICY FOR E-TICKETS
I do not refund E-tickets, so please make sure that you will be able to attend the event before buying a ticket. In case I need to cancel the event, I will not refund the ticket, but offer a new event date instead.
▶︎ REFUND POLICY FOR DOWNLOADS
I do not refund downloads. If you have any questions about a digital item, please contact me before your purchase. I might be able to send you additional information, images or videos of the file. Digital products such as PDF files, ebooks, music, images or videos, are not eligible for returns, refunds or exchanges.
For more information, please visit the FAQ page:
https://atelierkanno.stores.jp/faq