HOW TO ORDER PRODUCTS

Please select the option and quantity from the desired product page and add it to your cart. After the order is completed, an order completion email will be sent to the registered email address. If you do not receive the email after a while, please check your "Spam Folder" or check the status of your order from your order history.

PAYMENTS

The following credit cards are accepted:
VISA, MASTER, JCB, AMEX, DINERS

Our displayed prices include 8% consumption tax for food and beverage items (excluding alcoholic drinks and dining out) and 10% consumption tax for all other items. Please be aware that the import of products from Japan may be subject to taxes and customs fees in the country of delivery. We are unable to cover these additional costs, which will be the responsibility of the recipient.

SHIPPING & DELIVERY

We will ship within 2 business days after your order or payment is confirmed.

SHIPPING within JAPAN 

The fee per delivery is 1,270 yen (tax included) for each domestic rate.
Free shipping on purchases over 15,000 yen (tax included).

* For Hokkaido, Okinawa, and remote islands: additional 500 yen (tax included)
* Cool delivery fee: additional 220 yen (tax included)
* Please note that regular and cool flights cannot be bundled so that the product will be delivered separately.

We also offer Free in-store pickup for Local orders.

Pickup Location:

OGATA at The Shinmonzen 235 Nishinocho, Shinmonzen-dori, Higashiyama Ward, Kyoto 605-0088

Hours: Monday - Sunday 10:00 AM – 6:00 PM Please bring your ID when picking up your order.

INTERNATIONAL SHIPPING 

  • We ship internationally from Japan with DHL or FedEx. Shipping for orders over JPY 45,000 is complimentary 

  • We do not ship to PO boxes, remote islands, Mexico and Russia.

Please note that if we are unable to ship the product due to out of stock, etc., we will contact you by email.

RETURN POLICY

Please contact us by e-mail or phone within 14 days after the
product arrives. Returns and exchanges cannot be accepted after 14 days.
Returns are only applicable to unused and undamaged products. In order to receive a full refund, all products must be returned in new, undamaged condition in original protective packaging. *Made-to-order products cannot be returned.

The hotel will bear the shipping costs associated with the return of defective items within Japan. For international shipping of orders above JPY 45,000, we cannot offer free returns at this time. Therefore, you will be responsible for the shipping charges associated with sending the item(s) back to us. Shipping fees are not eligible for a refund.

If you do return items, we'll apply the refund to the tender they were purchased with. If no record of sale is available and we choose to provide a refund, your personal identification will be required to process the return.

If the product is defective, we will replace it. If a product is damaged during shipping, please contact us at boutique@theshinmonzen.com within 7 days upon arrival and send a detailed photo of the damage with the order number. We also offer repair for most of our products which could be an interesting option to consider instead of a return.

Please be aware that in all cases you are responsible for paying customs fees and for providing any and all documents required by customs in your country. If you refuse to pay those taxes, the package will be sent back to us. We will then refund you the amount of the order, after having withdrawn the shipping cost at the actual rate that we have been charged by the carrier and the shipping cost of the return of the package to us.

What if my product gets damaged?

Our products are handcrafted by master artisans of the best quality and made to last. We care deeply about the emotional value of the items we use every day which is why we encourage you to consider our repair service. Many of our artisans offer repair and we also work closely with a master restorer to offer you quality repair. 

If a product is damaged during shipping, please contact us at boutique@theshinmonzen.com within 7 days upon arrival and send a detailed photo of the damage with the order number. 

Please note that 'business days' do not include weekends or holidays.

Can I exchange a gift?

Send us an email at boutique@theshinmonzen.com and we’ll handle the return for you discreetly.

How do I exchange an item?

All of our products are made in small batches. To make sure the item you’d like to purchase is in stock, we recommend that you place your order before you return your original purchase. Then just follow our quick return process and you’ll be set.

As a reminder, you can return any new, undamaged items at any time, but the shipping fees are not eligible for refund.

Can I cancel an order?

If your order has not shipped, you can cancel your order. Once it has shipped, we unfortunately are unable to change or cancel the order.