FAQ

We are a small team and do our best to deliver your order within 7-10 business days.
Please note that preorder items take a longer time to arrive. In this case our team will reach out to you with an approximate shipping time frame.

We ship worldwide, directly from Japan.

Please note that we do not ship to PO boxes, remote islands, Mexico and Russia.

We are always happy to help you with any questions. Contact us at support@pojstudio.com.

We typically use Fedex or DHL but for some more remote locations we use postal service.

We are happy to help you correct the shipping address for your order. For a smooth solution, please provide your order number (#xxxxx) and the correct shipping address.
Please make sure to reach out before the order is shipped. Once your package has been passed to the carrier we are unable to change the shipping address.

POJ Studio accepts returns of unused and undamaged products within 30 days of shipment.

In order to receive a full refund, all products must be returned in new, undamaged condition in original protective packaging.

While we do offer free international shipping for orders above USD $300 to you, 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 a product is damaged during shipping, please contact us at support@pojstudio.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 We will then refund you the amount of the order, after having withdrawn the shipping cost at actual rate that we have been charged by the carrier, and the shipping cost of the return of the package to us.

Any questions about the return process? Send us an email at support@pojstudio.com. We're always happy to help.

Please send us an email at support@pojstudio.com and indicate what you are returning and why. In order for us to process your return, please include the following information:

• your name
• email address
• order number
• name of the items

While we do our best to offer free international shipping for orders above USD 300, we will not be able to offer the same for returns at this time. This means you will be responsible for the shipping charges associated with sending the unwanted item(s) back to us.

Shipping fees are not eligible for a refund.

Our products are handcrafted by master artisans at the best quality and made to last. We care deeply about the emotional value of the items we use everyday 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. You could also try your hand at repairing yourself with our Kintsugi Kit.

If a product is damaged during shipping, please contact us at support@pojstudio.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.

Send us an email at support@pojstudio.com and we’ll handle the exchange for you discreetly.

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.

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.

Write a clear and concise answer to guide your customers.If you received a wrong piece, please contact us at support@pojstudio.com, and share your order number (#xxxxx) and photo of the item you received for a smoother process.

If you received your package and are missing one or more items, please contact us at support@pojstudio.com, and share your order number (#xxxxx).

Please note that big orders might be split into smaller packages, and orders including preorder pieces with long wait times might be split to avoid delays.

We take all credit cards as well as Paypal.

The import of a product from Japan may be subject to taxes and to custom fees in the country of delivery. Since we are a startup, we will not be able to cover these supplementary costs which will make them your responsibility.

We don’t store any of your payment information ourselves and everything is securely handled via Shopify, PayPal or the other payment services we offer.

Once you’ve subscribed to our newsletter, you will receive an email with a discount code.

Please copy the code and paste it into the appropriate space at checkout to redeem the discount.

If you’ve already placed your order but couldn’t use the discount code, please share your order number (#xxxxx) with us - we would be happy to apply the discount retroactively as a refund.

For a list of our wholesale products, prices, MOQs, and other relevant information, please email us at support@pojstudio.com.

Please note that we may not be able to offer wholesale to some countries and for items not included in the list.

We care about sustainability in every way. While we started the business to help our artisan partners to become sustainable and last for the next generations to come, we also deeply care about our environment. We source most materials locally and try to use natural materials whenever we can.

Pieces marked as "preorder" are going to be restocked. When pieces are marked as "sold out" we will not be restocking them anymore. In case of questions feel free to contact support@pojstudio.com.

We opened our first retail & workshop space in Kyoto, Japan in September 2022. We are looking forward to meeting you in person.

The reason we do what we do to help the artisans become sustainable and be able to continue on for the next generation. We are not just paying our partners fairly, everything we do is to sustain them and hopefully the next generation. Find out more on our "About" page.

Since we’re a small startup we really appreciate your help in making our site better. You can contact us at anytime at support@pojstudio.com.