How do I contact you?
If you require additional information or support of any sort, you can contact us either with the Inquiry Form or by sending us an email at .
We will normally respond within 2 to 5 working days.
To make sure that our email arrives in your Inbox, please add our address to your contact list in advance. Our email address is .
When will my purchase arrive?
Once we receive an order, we will confirm that we still have the artwork, inspect it, and pack it. We will then contact you to notify you of shipment and our consent to the Purchase Agreement. In most cases, we will dispatch the shipment of the artwork within two weeks. Additional time will be required for orders received on weekends or holidays.
Shipment by air will normally require about two weeks assuming that customs procedures are cleared smoothly. Additional time will be required for some destinations.
Once we have shipped the artwork, we will send you confirmation of all relevant information. We use either FedEx or DHL for all shipments from Japan. The address of their websites are given below for your convenience.
What countries can you deliver to?
We can deliver only to the countries listed at the end of the Q&A section. Packages can be sent directly from Japan to these countries using DHL or FedEx.
Is shipping free?
No, the customer must pay all shipping costs.
How much is shipping?
The shipping fee is automatically calculated for all items in the Shopping Cart. When you select the shipping destination, the shipping fee will be displayed with other information on the order.
In principle, only the shippers who provide service to your area will be displayed.
Where is the artwork shipped from?
All orders are shipped from Kyoto, Japan.
How do I confirm an order?
Once you complete your order, you will receive an email from Kogei Art KYOTO to confirm the receipt of your order. After we confirm that we still have the artwork and complete its inspection, we will contact you to notify you of shipment and our final consent to the purchase agreement. Details on the order are provided in this email. You can also confirm orders on your account page.
What should I do if I do not receive an email confirming my order?
If you are using a free mail provider, such as Gmail, Yahoo mail, or Outlook, our email may have been placed automatically into your Spam folder. Please set your email application to recognize email from us
What should I do if my order does not arrive?
If you want to track the shipment once it has been dispatched, you can do so yourself using the company name and tracking number in the email sent to you to confirm shipment. Use the tracking number to check the current shipping condition.
What should I do if my shipment is returned to Japan?
Shipments can be returned to the sender for various reasons, such as the following.
- The shipment could not be delivered for more than a specific period of time. (The period of time depends on the shipper.)
- The destination address is incomplete or incorrect.
If your shipment is returned to Japan, please contact us using the Inquiry Form. If you would like us to resend your shipment as specified in Article 8 of the Online Purchase Agreement (at your expense), you must make a request for reshipment within 180 days after we receive the returned shipment.
How do I specify a delivery date and time?
Regrettably we cannot accept date and time specifications for delivery.
You can get the name of the shipper and tracking number from the email sent to confirm shipment.
Contact the shipper with the tracking number and ask them to adjust the delivery date and time.
How do I track my order during shipment?
Use the tracking number in the email you received to confirm shipment on the website of the shipping company to check the status of the shipment.
Can I select the shipping company?
Yes, but as a rule you must select either DHL or FedEx. However, even this selection is not possible for some destinations and artwork.
How is the artwork prepared for shipment?
Each artwork is carefully packed by a shipper who specialized in artwork according to the characteristics of the artwork.
RETURNS, EXCHANGES, & CANCELLATIONS
Can orders be changed or canceled?
As a rule, the customer cannot cancel, exchange after shipment, or return artwork.
In order to securely deliver the desired artwork to as many customers as possible, out website is not designed to allow customers to change or cancel orders. Upon receiving an order, we quickly process it by confirming stock and inspecting, packing and shipping the artwork. Please be extremely careful when ordering from our website.
However, in cases of unavoidable circumstances, there may be a possibility to accept changes to the delivery destination or items if it is immediately after placing the order. Therefore, please promptly contact us by replying to the order confirmation email and provide an explanation of your situation, although we cannot guarantee in any ways the exchange or return of the artwork.
Also, in the following situations, KARAFUNEYA may contact you explaining that we cannot accept the Purchase Agreement with you and will make the necessary arrangement to have the payment agency return your fund. For details on reimbursement after receiving notification from KARAFUNEYA, please contact the payment agency that you used.
- When the desired artwork is no longer available for sale
- When the artwork is discovered to be damaged or soiled during inspection by Kogei Art KYOTO
Please be aware that the customer is responsible to pay all customs fees and submit all documents required to clear customs in the destination country. If you refuse to pay customs fees, the shipment will be returned to KARAFUNEYA. Upon receiving a returned shipment, the Company will contact you about re-delivery (shipping costs paid by you). Returned works are stored for 180 days, with storage costs borne by you. The Company isn’t liable for damage or loss, except in cases of intentional or gross negligence. If you don’t request re-delivery, the agreement is canceled, and a refund, minus various Company-incurred costs (including storage), is issued. You must provide a designated bank account for the refund using the Company’s prescribed contact method (you cover bank transfer costs).
If you have any questions on returning artwork, please contact us via email at .
What should I do if there is a problem with the artwork I received, such as damage to the artwork?
If the artwork is damaged during shipment, please provide the following three items within seven days of receiving the shipment by responding to the email you received to confirm your order. If you cannot find that email, please search for email you received from “.”
- A description of the problem
- A photo of the problem
- Your order number
Under Article 10 Clause 4 of the Online Purchase Agreement, KARAFUNEYA bears no legal responsibility for artwork once it has been shipped except for very rare exceptions. However, the property insurance that KARAFUNEYA purchases for each artwork may apply in some occasions, outside the scope of the Purchase Agreement. There is therefore a possibility that you will be compensated for part or all of the damages. Also, it is possible that arrangements could be made to restore the artistic value of the artwork without deteriorating its esteem value by working with the original creator of the artwork to repair it. We may not able to meet your expectations in this type of after-sales service that is not a part of the Purchase Agreement, but if you desire such service, please contact us as soon as possible.
How are payments made?
All indicated prices are in Japanese yen (JPY).
ll indicated prices are in Japanese yen (JPY).
Payment is possible only in Japanese yen. For exchange rates, please ask your credit card company or online payment platform.
We accept payment through the following methods.
- Credit card (VISA, MasterCard, American Express, Discover, Diners Club, or JCB)
- Apple Pay
- Google Pay
How are customs and taxes handled?
For an order that is shipped directly overseas, we can accept the order without the 10% Japanese consumption tax.
However, depending on the destination country or region, customs fees or taxes (e.g., VAT) may apply and you may be charged these fees and taxes by the government of the destination country and/or by the shipping service. Please check with your local governing body in advance. The addressee is responsible for all additional fees, including customs fees and taxes. Kogei Art KYOTO is not responsible for any additional fees that apply to a shipment. For details, refer to the Terms and Conditions of Online Sale.
How much should I pay Kogei Art KYOTO?
The total billing price when you check out is the total of the purchase price of the ordered artwork plus the The total billing price when you check out is the total of the purchase price of the ordered artwork plus the shipping charges.
However, depending on the destination country or region to which the ordered artwork is shipped, customs fees or taxes (e.g., VAT) may apply during transit of the artwork from Japan to the specified destination. You may be charged with these fees and taxes by the government of the destination country and/or the shipping service. The recipient of the shipment is responsible for all of these additional fees. For details, refer to the Purchase Agreement.
Are payments processed safely?
We do not store any of your payment information, and all payments are processed safely through Stripe PayPal or other payment services provided by us.
What should I do if payment cannot be made?
If you have trouble with an online payment, please contact the Stripe support center or make an inquiry using the Inquiry Form.
YOU MAY ALSO WANT TO KNOW…
Can I purchase other artwork from the artists featured on this website?
Yes you can. Please feel free to contact us using the Inquiry Form or by sending an email to .
Kanafuneya accept orders for other artwork from the artists featured on our website and orders for new artwork by those artists.
What is an NFT blockchain certificate?
Please refer to https://kogeiart.kyoto.jp/nft/.
Do you have a physical store or gallery?
No, we do not.
Do you pay the artists fairly?
One of the goals of our business is to allow artists to continue their work so that their techniques and creative environment can be passed on to the next generation. To say the least, we pay the artist fairly to enable achieving that goal.
How do I report bugs on your website?
We truly appreciate your help in our ongoing efforts to improve our website.
Is you see any bugs or think other improvements are possible, please contact us at .
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