Frequently Asked Questions (FAQ)

Ordering & Cancellations

Can I cancel or modify my order?

We do not accept order cancellations or modifications once an order has been confirmed and payment has been processed, as our team and artisans immediately begin preparing for dispatch or production.

Additionally, please note that we absolutely do not accept any cancellations, returns, or refunds due to a customer's refusal to pay local customs duties, import taxes, or VAT. You are required to agree to this term at the checkout prior to finalizing your purchase.

Is it possible to place a large quantity or bulk order?

Yes. Since many of our products are handcrafted by traditional Japanese craftsmen, we will need to verify current production capacities and timelines with them. Please contact us via our inquiry form with the specific items and quantities you wish to order, and we will get back to you promptly.

What happens if a one-of-a-kind item is out of stock?

Since many of our products are unique, one-of-a-kind masterpieces, an item may occasionally become unavailable due to simultaneous orders or system synchronization delays. In the rare event that a single-item product is out of stock, Suigenkyo reserves the right to cancel the order and will immediately issue a full refund to your original method of payment.

Shipping & International Duties

Do you charge for shipping?

We offer free international shipping for all orders over 300 USD. For orders under 300 USD, shipping fees are automatically calculated at checkout based on the package weight and your destination country.

Will I be charged customs duties and taxes?

Yes, depending on your country, import duties, customs fees, and local VAT may apply at the time of delivery. These charges are the sole legal responsibility of the customer and are completely non-refundable. We highly recommend checking your local customs office website in advance to estimate potential fees before placing your order.

Which delivery services do you use?

To ensure the maximum safety of our delicate artisanal crafts, we partner with premier international couriers: DHL and EMS (Express Mail Service). The specific carrier will be selected by Suigenkyo to optimize delivery speed and safety based on your location.

How long will it take for my order to ship?

  • In-Stock Items: Orders will be processed and dispatched from Japan within approximately 1 week.

  • Out-of-Stock / Made-to-Order Items: Crafting timelines vary significantly by product and artisan. Please check the specific expected timeframe listed under the Delivery Date within the Material and Caution section on the individual product description page.

What should I do if I do not receive my order?

Once your package is dispatched, you will receive a shipping confirmation email containing the specific carrier name and a tracking number. You can use this information to monitor your shipment's real-time progress. If you experience unexpected transit issues, please contact the carrier directly or reach out to us at contact@suigenkyo.com.

Returns & Refunds

Can I return or exchange my order?

Yes, we accept returns for customer convenience, including if you change your mind, need a different size, or if the product looks different in person. You must request a return within 14 days of receiving your item.

Please note the following conditions for customer-convenience returns:

  • The customer is fully responsible for all international return shipping fees, customs duties, and taxes required to send the item back to Japan.

  • The item must be returned in its original, unused condition with all tags and original packaging intact.

  • Refunds will be automatically issued to your original method of payment once the item is inspected and approved. Original shipping fees are non-refundable.

  • Custom-made, personalized, and made-to-order (pre-order) items cannot be returned or refunded under any circumstances.

What should I do if my item arrived damaged or defective?

Please inspect your order immediately upon arrival. In the unlikely event that an item is defective, damaged in transit, or incorrect, please keep all cardboard boxes, packing materials, and merchandise in the exact condition received.

Take clear photos of the damaged item and packaging, attach them to your order confirmation email, and contact us immediately at contact@suigenkyo.com. We will promptly evaluate the issue and arrange for a replacement, exchange, or full refund. For verified defects, Suigenkyo will fully cover all associated return shipping costs.

Payments & Fees

What payment methods are available?

We accept the following secure payment methods:

  • Credit Cards (VISA, MasterCard, American Express, JCB)
  • PayPal
  • Apple Pay
  • Google Pay