Urushi of Mejiro

F A Q

Disclaimer:

This Website and its Terms of Use shall be governed by Japanese law. Any dispute arising from the use of this Website or its Terms of Use shall be submitted to the National Consumer Affairs Center of Japan or the exclusive jurisdiction of the Tokyo District Court.

Though Urushi is a natural material and does not contain toxic chemical additives, let us remind you, Japanese Urushi is known to be allergic. Urushi should be used at your own risk. Mejiro Co. will not assume any liability for adverse reactions to Urushi lacquer.

International Shoppers:

Duties and taxes are NOT included in the price of the goods you purchase online and are not included in the overall shipping costs you pay to us. The recipient of the goods is fully responsible for the payment of duties and taxes of the recipient's country. Some countries, such as EU nations, will impose very high duties and taxes for importing to raise state revenues. These charges are collected by your local government, so please contact your nearest customs office directly for further information. <WE DO NOT REFUND YOUR OWN IMPORT TAX AND VAT!>

*ALL OUR PRICES ARE SHOWN IN US$.

Q. Where are you located?
A. We are located in Tokyo, Japan. We have no other branch; we are the only one!

Q. I don’t speak Japanese. How can I ask questions?
A. No problem! We have a full-time bilingual staff who can answer questions by email, phone or directly in our store. Feel free to ask any questions in English! Remember we are only available during 10am to 5pm in Japanese Standard Time, Tuesday through Saturday.

Q. Do you charge any taxes?

No tax is applied, no hidden fees! (Again import duties and taxes are the buyer's responsibility which are not included in our prices.)

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

Q. Are your prices fixed?

A. Yes, all our prices are fixed so you know exactly what your costs are - No hidden costs and no surprises. Please do not send us your offers! We, reserve the right to lower/increase the price of any item on our site at our discretion.

A. When will my order be shipped?

Q. Most orders of in-stock items will ship within 48 hours after the order is placed. However, some items such as Colored Urushi and lacquers, will require 3 to 4 days to get here from the factory.

Please keep in mind, orders do not ship on Sundays and Japanese public holidays.

Q. What do you use for international shipping?
A. There are 2 methods: DHL and EMS.

We use DHL for EU/ North America/Oceania regions. Arrival may differ depending on your location but 3--5 days to N.A/EU, 7--15 days to Oceania.

Post office's EMS is used for most Asian nations, the arrival is approximately 3--8 days.

We are unable to ship to many countries due to the pandemic.

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

Q. What is your return policy?
A. We accept returns/refunds, however please make sure your package is eligible for return.

We do not accept refund for:

Any item that is discounted.

Any item that is returned after 7 business days of receiving your item(s). 7-day return is the common timeframe in Japan.

Any item that is not in its original condition, is opened (Urushi tubes), is used, is damaged, or is missing parts.

Any item that you special ordered.

Refunds will be given at the discretion of Mejiro Co.. Please contact us first. (TEL +81-3-3950-0086)

For kit items, we do not give partial refunds. If anything in the kit is used or opened, no return will be accepted.

If you are returning our product(s) for your own reason (except for the cases where you get an incorrect or defective item), you are responsible for the return postage to us. The outbound shipping fee and the customs fee are not refundable as these are the buyer's responsibility.

We will pay for the shipping fee to replace a defective/incorrect item(s).

Q. Do you accept product exchanges?
A. We do not accept exchange for:

Previously exchanged item.
Any item that is discounted.
Any item after 7 business days of receiving.
Any item that is not in its original condition, is opened (Urushi tubes), is used, is damaged, or is missing parts.
Any item that you special ordered.
If you are exchanging our product(s) for your own reason (i.e. because you changed your mind) you are responsible for the return postage to us. We will charge you an additional shipping cost in case of exchanges.

A. How should I request for product return?

Q. Please email us with your purchase details and the reason for returning. You must contact us within 7 business days from the product's arrival date. Other retailers’ return policies never apply to us.

No refund is given if your request is made after 7 business days from the product's arrival.

A. How do you refund my payment?
Q. Refunds will be given by PAYPAL only. We do not refund via bank transfer or any other methods. The refund process will begin after the return product is safely received.