For products from the shop, changes can be made within 24 hours of placing your order. Please contact our customer service team as soon as possible to update your order details. Order-made products cannot be changed once the order is placed.

If your product arrives damaged or defective, please contact our customer service team immediately with photos and a description of the issue.

We ship internationally directly from Japan with DHL or FedEx. We cannot deliver to areas outside the delivery service range. For an updated list of countries we do not ship to, please refer to this link: https://www.fedex.com/en-jp/shipping/served-countries.html Free shipping above 300USD. Flat rate of 30USD for shipping below 300USD.

Production times for order-made products depend on the artisan's schedule and the complexity of the customization. We will provide an estimated delivery date when you place your order. Products in the shop are typically dispatched within 6-8 weeks. Shipping times vary based on your location and the chosen shipping method.

We are always happy to help you with any questions. Contact us at support@untold-japan.shop

Duties and taxes for your order depend on the destination country and the value of the items purchased. The recipient is responsible for any applicable customs duties, taxes, and fees upon delivery. These charges are determined by the customs office of the destination country and are not included in the purchase price or shipping cost.

Your purchase can be made with any major credit card such as Visa, Mastercard, American Express, JCB and Diners Club. All payments are processed securely.

We don’t store any of your payment information ourselves and everything is securely handled via the payment services we offer.

All of our products are made in small batches. To make sure the item you’d like to purchase is in stock, we recommend that you place your order before you return your original purchase. Then just follow our quick return process and you’ll be set. As a reminder, you can return any new, undamaged items at any time but the shipping fees are not eligible for refund.

Send us an email at support@untold-japan.shop and we’ll handle the return for you discreetly.

Please send us an email at support@untold-japan.shop and indicate what you are returning and why. In order for us to process your return, please include the following information: your name email address order number name of the items While we do our best to offer free international shipping for orders above USD 300, we will not be able to offer the same for returns at this time. This means you will be responsible for the shipping charges associated with sending the unwanted item(s) back to us. Shipping fees are not eligible for a refund.

Our products are handcrafted by master artisans at the best quality and made to last. We care deeply about the emotional value of the items we use everyday which is why we encourage you to consider our repair service. Many of our artisans offer repair and we also work closely with a master restorer to offer you quality repair. If a product is damaged during shipping, please contact us at aupport@untold-japan.shop within 7 days upon arrival and send a detailed photo of the damage with the order number. Please note that 'business days' do not include weekends or holidays.

Untold Japan Studio accepts returns of unused and undamaged products within 30 days of shipment. In order to receive a full refund, all products must be returned in new, undamaged condition in original protective packaging. While we do offer free international shipping for orders above USD $300 to you, we cannot offer free returns at this time. Therefore you will be responsible for the shipping charges associated with sending the item(s) back to us. Shipping fees are not eligible for a refund. If you do return items, we'll apply the refund to the tender they were purchased with. If no record of sale is available and we choose to provide a refund, your personal identification will be required to process the return. If a product is damaged during shipping, please contact us at support@untold-japan.shop within 7 days upon arrival and send a detailed photo of the damage with the order number. We also offer repair for most of our products which could be an interesting option to consider instead of a return. Please be aware that in all cases you are responsible for paying customs fees and for providing any and all documents required by customs in your country. If you refuse to pay those taxes, the package will be sent back to us. We will then refund you the amount of the order, after having withdrawn the shipping cost at actual rate that we have been charged by the carrier, and the shipping cost of the return of the package to us. Any questions about the return process? Send us an email at support@untold-japan.shop . We're always happy to help.

If your order has not shipped you can cancel your order. Once it has shipped we unfortunately are unable to change or cancel the order.

For products from the shop, changes can be made within 24 hours of placing your order. Please contact our customer service team as soon as possible to update your order details. Order-made products cannot be changed once the order is placed.

If your product arrives damaged or defective, please contact our customer service team immediately with photos and a description of the issue.

We ship internationally directly from Japan with DHL or FedEx. We cannot deliver to areas outside the delivery service range. For an updated list of countries we do not ship to, please refer to this link: https://www.fedex.com/en-jp/shipping/served-countries.html Free shipping above 300USD. Flat rate of 30USD for shipping below 300USD.

Production times for order-made products depend on the artisan's schedule and the complexity of the customization. We will provide an estimated delivery date when you place your order. Products in the shop are typically dispatched within 6-8 weeks. Shipping times vary based on your location and the chosen shipping method.

We are always happy to help you with any questions. Contact us at support@untold-japan.shop

Duties and taxes for your order depend on the destination country and the value of the items purchased. The recipient is responsible for any applicable customs duties, taxes, and fees upon delivery. These charges are determined by the customs office of the destination country and are not included in the purchase price or shipping cost.

Your purchase can be made with any major credit card such as Visa, Mastercard, American Express, JCB and Diners Club. All payments are processed securely.

We don’t store any of your payment information ourselves and everything is securely handled via the payment services we offer.

All of our products are made in small batches. To make sure the item you’d like to purchase is in stock, we recommend that you place your order before you return your original purchase. Then just follow our quick return process and you’ll be set. As a reminder, you can return any new, undamaged items at any time but the shipping fees are not eligible for refund.

Send us an email at support@untold-japan.shop and we’ll handle the return for you discreetly.

Please send us an email at support@untold-japan.shop and indicate what you are returning and why. In order for us to process your return, please include the following information: your name email address order number name of the items While we do our best to offer free international shipping for orders above USD 300, we will not be able to offer the same for returns at this time. This means you will be responsible for the shipping charges associated with sending the unwanted item(s) back to us. Shipping fees are not eligible for a refund.

Our products are handcrafted by master artisans at the best quality and made to last. We care deeply about the emotional value of the items we use everyday which is why we encourage you to consider our repair service. Many of our artisans offer repair and we also work closely with a master restorer to offer you quality repair. If a product is damaged during shipping, please contact us at aupport@untold-japan.shop within 7 days upon arrival and send a detailed photo of the damage with the order number. Please note that 'business days' do not include weekends or holidays.

Untold Japan Studio accepts returns of unused and undamaged products within 30 days of shipment. In order to receive a full refund, all products must be returned in new, undamaged condition in original protective packaging. While we do offer free international shipping for orders above USD $300 to you, we cannot offer free returns at this time. Therefore you will be responsible for the shipping charges associated with sending the item(s) back to us. Shipping fees are not eligible for a refund. If you do return items, we'll apply the refund to the tender they were purchased with. If no record of sale is available and we choose to provide a refund, your personal identification will be required to process the return. If a product is damaged during shipping, please contact us at support@untold-japan.shop within 7 days upon arrival and send a detailed photo of the damage with the order number. We also offer repair for most of our products which could be an interesting option to consider instead of a return. Please be aware that in all cases you are responsible for paying customs fees and for providing any and all documents required by customs in your country. If you refuse to pay those taxes, the package will be sent back to us. We will then refund you the amount of the order, after having withdrawn the shipping cost at actual rate that we have been charged by the carrier, and the shipping cost of the return of the package to us. Any questions about the return process? Send us an email at support@untold-japan.shop . We're always happy to help.

If your order has not shipped you can cancel your order. Once it has shipped we unfortunately are unable to change or cancel the order.