Q and A

SHIPMENT

How do I contact you?

If you require additional information or support of any sort, you can contact us either via the Inquiry Form or by email at .

We will normally respond within 2 to 5 working days.
To ensure 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 the shipment and to confirm our consent to the Purchase Agreement. In most cases, we will dispatch the artwork within two weeks. Additional time will be required for orders received on weekends or holidays.
Shipment by air will typically take about two weeks, assuming 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 addresses of their websites are given below for your convenience.
DHL: https://www.dhl.com/jp-en/home.html
FedEx: https://www.fedex.com/en-jp/home.html

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 confirming receipt. After we confirm that we still have the artwork and complete its inspection, we will contact you to notify you of the shipment and to provide 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 email provider, such as Gmail, Yahoo Mail, or Outlook, our email may have been automatically placed in your Spam folder. Please set your email application to recognize emails from us
at

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 within a specific period. (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 submit a reshipment request within 180 days of our receipt of the returned shipment.

How do I specify a delivery date and time?

Regrettably, we cannot accept delivery date and time specifications.
You can get the shipper’s name and tracking number from the email sent to confirm the 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 the shipment on the shipping company’s website and check the shipment status.
DHL: https://www.dhl.com/jp-en/home.html
FedEx: https://www.fedex.com/en-jp/home.html

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 artworks.

How is the artwork prepared for shipment?

Each artwork is carefully packed by a shipper who specializes in artwork, according to its characteristics.

RETURNS, EXCHANGES, & CANCELLATIONS

Can orders be changed or canceled?

As a rule, the customer cannot cancel, exchange, or return artwork after shipment.

To securely deliver the desired artwork to as many customers as possible, our website is not designed to allow customers to change or cancel orders. Upon receiving an order, we quickly process it by confirming stock, inspecting, packing, and shipping the artwork. Please be extremely careful when ordering from our website.

However, in unavoidable circumstances, it may be possible to accept changes to the delivery destination or items if they are made 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 way the exchange or return of the artwork.

Also, in the following situations, KARAFUNEYA may contact you to explain that we cannot accept the Purchase Agreement with you and will arrange for the payment agency to return your funds. 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 for paying all customs fees and submitting 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 the 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 in very rare cases. However, the property insurance that KARAFUNEYA purchases for each artwork may apply on 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, arrangements could be made to restore the artwork’s artistic value without diminishing its esteem by working with the original creator to repair it. We may not be able to meet your expectations in this type of after-sales service, which is not a part of the Purchase Agreement, but if you desire such service, please contact us as soon as possible.

PAYMENT

How are payments made?

All indicated prices are in Japanese yen (JPY).
Payment is possible only in Japanese yen.
Please ask your credit card company or online payment platform for exchange rates.
We accept payment through the following methods.

• Paypal
• Credit card (VISA, MasterCard, American Express, Discover, Diners Club, or JCB)
• Apple Pay
• Google Pay

How are customs and taxes handled?

For an order shipped directly overseas, we can accept it 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 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 sum of the purchase price of the ordered artwork and 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 from Japan to the specified destination. You may be charged fees and taxes by the destination country’s government 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 securely through Stripe, PayPal, or other payment services we provide.

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 email at .
Kanafuneya accepts 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 our business goals is to enable 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 us to achieve that goal.

How do I report bugs on your website?

We truly appreciate your help in our ongoing efforts to improve our website.
If you see any bugs or think other improvements are possible, please contact us at .

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