Frequently Asked Questions

Q. Can I cancel my order?

A. Cancellations or changes to orders and shipping addresses are not accepted after your order is placed. Please see our Refund Policy for more details.

Q. What should I do if I want to return an item?

A. We only accept exchanges for defective items (missing pages, misordered pages, damage, stains, etc.) or if there is an error on our part. Please see our Refund Policy for more details.

Q. How much does shipping cost?

A. Shipping costs vary depending on the destination. Please see our Shipping Policy for more details. Shipping is free for orders totaling more than 10,000 yen (including tax).

Q. How long will it take for my order to arrive?

A. We will ship your order within 5 business days after confirming the completion of your payment (excluding year-end/New Year holidays and other temporary closures). Business days are based on the museum’s opening schedule. Once shipped, delivery usually takes 1-3 days. Please see our Shipping Policy for more details.

Q. Can I specify a delivery date and time

A. You can select a delivery date between 5 and 30 days after your order date. For orders placed after 6:00 p.m., delivery can be scheduled from 6 days after the order date. Please see our Shipping Policy for more details. 

Q. Can I add noshi paper to my order?

A. We offer the four types of noshi paper (uchi-noshi, which is placed beneath the outer wrapping). Please consider using this service when sending gifts for someone special. For more details, please refer to the “Gift Wrapping” section.

Q. Can I send my order overseas?

A. We offer international shopping to countries where Japan Post’s EMS service is available.

Q. Can you issue a receipt?

A. Receipts issued by the post office or bank at the time of payment serve as official proof of payment. For cash-on-delivery orders, a receipt will be issued by Yamato Transport Co., Ltd. at the time of delivery. If you need a receipt issued by our online shop, please see the “Receipt” section for details.