User Guide
【Order】
If you would like to purchase products or artworks, please make your purchase online on this website, or contact us via the inquiry form, phone, fax, etc.
Order acceptance hours: 9:00-17:30 (including weekends and holidays)
*We accept online orders 24 hours a day, but please note that there may be slight delays in responding to orders and inquiries.
Because our products are handmade, each one may have slightly different patterns, designs, sizes, colors, and shapes. Please carefully consider your purchase and be satisfied before placing your order. We have also adjusted the product photos of each product to be as close to the actual product as possible, but please note that the color tone may appear different depending on your display and other environmental factors.
We will ship your order within 10 days of receiving it. However, depending on the contents of your order, it may take 1 to 3 months to produce. In that case, we will contact you by email or phone with more information.
*If the item you ordered is out of stock, we will inform you of this when we send you the "Order Confirmation Email" and cancel your order. Since product inventory is linked to the store, it may be out of stock at the time of your order. We appreciate your understanding.
<About cancellations and changes after placing an order>
As we begin preparations for shipping immediately after your order is completed, cancellations are not accepted as a general rule. If you have placed an order by mistake, please contact us by phone (+81 75-561-0056), E-mail (info@tohgoro.co.jp), or via our inquiry form. Please note that for made-to-order products, cancellations are not possible once production has begun.
【Payment Methods】
You can choose from Credit Card Payment, Bank Transfer and Other Payment services (ShopPay, PayPal, GooglePay).
■Credit Card
The total payment will be ① the total product price (tax included) and ② shipping fee. *There are no additional fees.
[Cards accepted]
JCB/VISA/Master Card/AMEX/Diners
■Bank Transfer
*Bank transfers from overseas (The Bank of Mitsubishi UFJ, Ltd.) are also accepted. Please contact us for details.
■Other Payment Services
The total payment will consist of ① the total product price and ② shipping fee. *There are no additional fees.
[Available services]
ShopPay/PayPal/GooglePay
【Shipping Fee】
■Shipping Fee
Shipping charges, including packaging materials, are as follows:
If the total amount of your purchase is 16,500 yen (tax included) or more, shipping will be free.
(Online shop only, delivery to one location only)
*For products with special shapes, etc., additional shipping and packing fees may be required.
(If additional costs are incurred, we will contact you in advance.)
*We ship to countries around the world from our online shop. For international shipping, fees vary depending on the delivery destination. Shipping fees will be calculated automatically when you select a country on the cart screen.
■Customs Duties and Import Taxes
International orders may be subject to customs duties, import taxes, VAT, or other fees upon arrival in the destination country.
These charges are the responsibility of the customer and are not included in the product price or shipping fee. Please check with your local customs office for more information before placing your order.
【Returns and Refunds】
■Defective Product
If there is a defect in the product, please contact us within 7 days of receiving the product. If you do not contact us within 7 days, we may not be able to accept the return. Please note that we will not accept returns unless there is a defect in the product.
■Return Deadline
Please contact us by email or phone within 7 days of receiving your product. Please note that we may not be able to accept returns after this deadline. We cannot accept returns if the product is damaged or soiled by the customer. Because our products are handmade, each one may vary slightly in pattern, design, size, color, and shape. Also, while we have made every effort to ensure that each product photo is as close to the actual product as possible, please note that the color tone may appear different depending on your monitor and other environmental factors.
■Return Shipping Fee
If the product is damaged, the wrong size, or has other defects due to our negligence, we will cover the shipping costs. If the return is due to customer reasons, the customer will be responsible for the shipping costs.
【Receipt】
If you need a receipt, please write “I would like a receipt” in the comment section when placing your order. We will send an electronic receipt by email.