FAQ

Shipping

Where do you ship from, and where do you ship to?

Every order ships from Japan, and we ship worldwide. See Shipping & Delivery for delivery estimates by region.

How much is shipping?

Shipping is free on orders over around US$200 (¥30,000). Smaller orders ship at a flat rate of ¥2,000 (around US$13), shown in your currency at checkout.

How long does delivery take?

In-stock items leave Japan within 1 to 3 business days and usually arrive 1 to 3 weeks after that, depending on your country. Made-to-order pieces take about one month to make before they ship.

Will I have to pay customs duties?

In the United States, no. We prepay import duties and they are included in the price. In other countries, your local customs may charge duties and taxes on delivery, and these are paid by the recipient.

How do I track my order?

We email you a tracking number when your order ships. You can follow it on the Japan Post tracking page, and then on your national postal service's website once it reaches your country.

Orders and returns

What if my order arrives damaged?

Your order arrives intact, or we replace or refund it. Email support@j-doc.jp within 10 days of delivery with your order number and a photo, and we take care of the rest, including shipping costs.

Can I return an item?

Yes, within 10 days of delivery, as long as the item is unused and in its original packaging. Return shipping for a change of mind is paid by the customer. Made-to-order pieces cannot be returned. See our Refund Policy.

What does "made to order" mean?

Some pieces, such as the silk flower brooches and washi paper flowers, are made by the artisan after you order. They take about one month to make, and cannot be returned or cancelled once production has started.

Can I cancel my order?

Yes, if it has not been packed yet, or for made-to-order pieces, if production has not started. Email us as soon as you can.

About the pieces

Are the items really made in Japan?

Yes. Each piece comes from a named maker or long-standing workshop in Japan. We visit the workshops ourselves and document the people behind the work on Japan Documented.

Why does my piece look slightly different from the photo?

Many pieces are finished by hand, so small differences in color, shape and glaze are natural. They are part of the character of the piece, not defects.