F.A.Q. & problems
Q: I sent an e-mail to your address for request informations/a quote but I'm still waiting for your reply
A: We always reply to customers e-mail, usually within 24-36 hours. If you have not received yet our answer, please try to look into the "spam" folder in your mail client.
Q: I'm trying to make my account on your site but I can't because I have not received the e-mail for the confirmation and I can't log-in.
A: The e-mail you are waiting for could be into the "spam" folder in your mail client. However, there is also the possibility that you have inserted a wrong e-mail address (for example a common error is like this: yourname@hotmail.vom instead of .com)
Q: I wish to complete my purchase but there is not a page for the payment.
A: Often the problem is related to the browser settings that doesn't allows the opening of new pages, as in our case the page of Paypal. Please check the settings of your browser and turn on the opening of new pages/windows and retry to complete your order.
Q: Why is necessary subrscribe an account with Paypal to complete the payment? (from end of June 2013)
A: Paypal is the most secure payment method in the world and recently has changed the payment system in order to increase user-friendliness and to strengthen the protection against the fraud use. The following text was edited from the official Paypal notification about changes of the payment method:
CHANGES
Until the end of June 2013:
Current check out page displays two options of “Pay with my PayPal account” and “Pay with a credit card”.When buyers choose “Pay with a credit card”, they are able to make payments without registering to PayPal account, by filling out credit card and individual information each time.
From end of June 2013:
With the system modification in the end of June 2013, “Pay with credit card” will change to “Create a PayPal account”, and buyers will be requested to create PayPal account by inputting password after filling out credit card and individual information.
SCHEME AND BENEFITS
Buyers could easily create secure PayPal account on checkout page.
Buyers could easily complete their purchases as there is no need to filling out credit card information each time.
It contributes to preventing fraud use by creating PayPal account.
Creating a PayPal account is only for the first time purchase. For subsequent purchases, buyers could either pay with PayPal or by filling out credit card and individual information from the display shown as "Don't have a PayPal account? Pay with a card".(*)
* However, when buyers erase their cookie or make access from PC or mobile devices other than the one used for the first time, it will display "Create a PayPal account" same as the first purchase. And when the same email address and credit card information used to create PayPal account are filled out to make payments, error will be displayed. When error is displayed, buyers have to make payments from "Pay with my PayPal account" by filling out email address and password registered to their PayPal account. When buyers forget their registered credentials, they could get help from the same page.
Q: My country is not in the list of the website. How can I place an order and receive my shipment?
A: For some countries not listed here there may be different delivery conditions, shipping rates or some restrictions related to the areas . Please write us an email with a list of the wished items, quantity and the exactly place where you wish to receive your shipment and we'll send you soon a reply!
Q: I'm looking for a product but I can't find it on your website.
A: We have a large availability of products not showed in these pages. Please write us a message with a clear explanation of the product you are looking for and if the item is available you'll receive a picture of the item and a quote of price and delivery expenses. Please note that in any case we don't send products as high tecnology, foods, dangerous goods or anything prohibited by the laws of Japan or of the recipient's country.
Q: Are all the products made in Japan?
A: We are very happy and proud to be in Japan and we mainly sell "made in Japan" products. Our suppliers are local manufacturers, artisans or factories.
We also produce many quality goods, in strict collaboration with some local craftman, as for example the Inkan stamp, the Musashi Hakama or the customizable Tenugui. However, some products are made outside of Japan from japanese producers, keeping the same highest standards, even because the main target of these factories are the japanese users.
For any other question, problem or suggestion please feel free to write us!
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