FAQ

01. About the products

About the pricing

Price is subject to change without prior notice. Please note that we do not make price adjustments after the product is purchased.

I am not sure about the size of the product.

Please see the product description on the product page.
* Please note that some products might be slightly different from the measurements shown.

I received a defective product.

We ask the customers to open the package upon arrival and check if there are any defects or mistakes with the order.
If the product was defective, we will exchange with the same product. Please note that we will not exchange it with a different product. If the product is sold out, we will refund your money.
We will pay for the return of the product. Please fill in the refund/exchange form to start the process.

The color of the actual product is different from the color on the screen.

We do our best to show images true to the actual products, but uploaded images on your screen might be a little different in color from the actual products due to the screen settings and attributes.


02. About your order

I have completed the order, but I have not received an order confirmation email.

If you do not receive an “Order Confirmation” email within one day, there could be following reasons:

  1. Your email setting might be set to “reject messages.”
  2. Your registered email address might be incorrect.
  3. The order is incomplete depending on certain circumstances.
  4. A malfunction in our company system.

If there is no problem on your side, i.e. email settings, please contact us using the “Contact” form on this website.

I would like to add more item(s) to my order.

Due to our system set up, if you would like to increase the number of the same product, then you need to cancel the first order and re-order by choosing the preferred number of products.


03. Shipping fee and delivery policies

Can I specify a shipping date? Can I specify a date or time for delivery?

You cannot specify shipping nor delivery day/time. Please note that we cannot accommodate your request even if you notify us of your absence from the delivery location.

How long does it take for the product to arrive?

Delivery times vary among regions due to delivery procedures in each region. We will let you know the estimated delivery date when we receive your order and at the time of shipping.

Is there any cost other than the shipping and handling charges?

If there are other charges such as delivery handling fee directly charged by the destination post office or a courier service, it will be your responsibility. If the order is delivered to a different address, it will be the responsibility of the addressee. TENZOU is not charging these charges which are not included in our shipping and handling charges. If you have any questions regarding these charges, please contact your local customs office, post office or the courier service.

What are the delivery methods?

We ship via Japan Post Express Mail Service or international courier services such as UPS and FedEx. Within Japan, we will ship by regular courier services.

What are the duty costs? What happens if I do not pay?

Duty is a tax levied on items imported from abroad. Duty rate differs by countries and by items purchased abroad. Customs duty is a federal tax set by the law of the country you reside in. You, as an importer, are responsible for this federal tax. If you do not pay, you will not be able to receive the product you ordered. The product will be returned to TENZOU. When it is returned to us, we will refund the amount excluding the actual shipping cost.

What are the shipping and handling charges?

Shipping and handling charges are charged each time you place an order. This includes shipping fees for Japan Post Express Mail Service or international courier services and insurance. When we receive your order, we will present the detail of the charges which depend on the delivery region and process.


04. Payment

Bank Transfer / PayPal(Credit Card)

You can select “Bank Transfer” or “PayPal(Credit Card)”.

Credit Cards accepted.
We accept your credit cards through PayPal.

The amount due is the total of amounts below:

Total price of your order
Shipping
* You are responsible for the payment charges.

Please note that when you purchase products and services provided by our company using a credit card, you are deemed to have accepted the terms of our company, our credit card acquirers, and the issuer of your credit card.

FAQ on PayPal payment

Please visit PayPal official website for more information including how to use PayPal:
https://www.paypal.com/


05. Returns / Exchange and Warranty Policy

Can I return a purchase?

As a general rule, we do not accept returns. If the product is not shipped, please cancel the order by email or by using the “Contact” form on this website so we can process the cancellation.

I would like to exchange a product.

We do not accept exchanges due to personal reasons. If you receive a defective product or the incorrect product, or the product was damaged due to contingencies in transit, we will exchange it with a non-faulty product. However, we cannot exchange unique, one of a kind products. In this case, we will make a refund.


06. Other Questions

Price changes.

Prices are subject to change, including sale prices, without notice. In these instances, we do not give price difference refunds. Please note that we do not respond to inquiries regarding price changes.

Storage and care

Lacquerware and dolls may be damaged by environmental factors in some regions and due to storage conditions. Those customers who reside in dry climates、 such as in desert areas, we would like to ask that you take extra precautions. We are happy to give advice about storage and care. Do not hesitate to inquire.