​Q. Where are you located?
A. We are located in the heart of Tokyo, Japan. We do not have any other branches; this is our only location!

 

Q. I don’t speak Japanese. How can I ask questions?
A. No problem at all! We have full-time, bilingual staff who can assist you via email, phone, or directly in our store. Please feel free to ask any questions in English. Note: Our team is available Tuesday through Saturday.

 

Q. Do you charge any taxes?

We do not charge sales tax for international orders, and there are no hidden fees on our end. However, please note that international import duties and taxes are the buyer's responsibility and are not included in our prices.

 

Q. What kind of payments do you accept?
A. We currently accept Paypal and major credit cards, including Visa, MasterCard, Discover, and American Express.

 

Q. Are your prices fixed?

A. Yes, all of our prices are fixed in USD so you know exactly what your costs are—no hidden surprises. Please do not send us lower offers. We reserve the right to adjust the pricing of any item on our site at our discretion.

A. When will my order ship?

Q. Most orders for in-stock items ship within 48 hours. However, certain items—such as Colored Urushi and specific lacquers—take 3 to 4 business days to arrive at our facility from the factory before they can be dispatched. Please keep in mind that we do not ship orders on Sundays or Japanese public holidays.

 

Q. What do you use for international shipping?
A. We use two primary shipping methods depending on your location:

• DHL: Used for the EU, North America, and Oceania. Delivery times vary, taking roughly 1–4 days to North America/EU and 2–5 days to Oceania.

• EMS (Japan Post): Used for select North American regions and most Asian nations. Delivery typically takes 4–8 days.

Q. What shipping method do you use for domestic orders within Japan?
A. For domestic orders, we use Japan Post. Your order will typically arrive within 2 days from the shipping date.

 

Q. What is your return policy? 

A. We accept returns and refunds, provided your package meets our eligibility criteria.

We cannot accept returns for:

• Any discounted or sale items.

• Items returned more than 7 business days after delivery (7 days is the standard return window in Japan).

• Items that are not in their original condition (e.g., opened Urushi tubes, used or damaged items, or missing parts).

• Special or custom orders.

For kit items, we do not offer partial refunds. If any component in the kit has been opened or used, the entire kit becomes ineligible for a return.

Refunds are issued at the sole discretion of Mejiro Co. Please contact us first at +81-3-3950-0086 before sending anything back.

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Q. Do you accept product exchanges?
A. We do not accept exchanges for previously exchanged items, discounted items, items opened/used, or requests made after 7 business days. If you wish to exchange an item because you changed your mind, you will be responsible for the return postage as well as the additional shipping cost for the new item.

 

A. How do I request a return?

Q. Please email us with your purchase details and the reason for the return. You must contact us within 7 business days of the product's arrival. Requests made after this window will not be eligible for a refund.

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A. How will I receive my refund?
Q. Refunds are processed back to the original credit card used for the purchase. If the return is due to personal reasons (change of mind), the original shipping cost will be deducted from your total refund. We do not issue refunds via bank transfer or any other methods. The refund process begins once the returned product safely arrives at our facility.

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