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How can we help?
Here is a list of the most frequently asked questions. If your question is unanswered feel free to contact us directly:
SHIPPING
Tell me more about free shipping.
We know how painful it is to put orders in the basket to then later on be surprised with a hefty charge for shipping that wasn’t accounted for. We want to make your experience as smooth as possible so we have set our prices to account for economy shipping which is why we can offer you free shipping with no surprises at checkout!
I have a question about my order. How do I get in touch?
We are always happy to help you with any questions. Simply contact us at support@pojstudio.com.
When will I get my order??
Once an order is processed, most packages are dispatched within two (2) working days (please allow extra time for orders placed over weekends and holidays). You'll receive a shipping confirmation with all information after your order leaves our warehouse. All goods are dispatched from Japan by airmail or private carriers in the following list (UPS, FedEx, DHL). Because we offer free shipping we will pick the lowest price option to ship that might not offer a tracking code and take between 10 to 30 business days.
Please note that 'business days' do not include weekends or holidays.
Please note that 'business days' do not include weekends or holidays.
Where do you ship?
We ship internationally for free, directly from Japan.
RETURNS, EXCHANGES & CANCELLATIONS
What is your return policy?
POJ Studio does not have a set time frame for most returns*. While we pride ourselves with the quality of our products, it is most important to us for you to be satisfied. If you are not happy with your order, you can return the piece(s) for an exchange, refund.
*For items including Urushi, the return must be initiated within 30 days of original delivery date to be eligible for a full refund.
Things to keep in mind to receive a full 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.
In the event that 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.
Things to keep in mind to receive a full refund:
- All products must be returned in new, undamaged condition in original protective packaging.
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.
In the event that 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.
How do I make a return?
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
What if my product gets damaged?
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.
In the event that 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.
In the event that 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.
Can I exchange a gift?
Send us an email at support@pojstudio.com and we’ll handle the return for you discreetly.
How do I exchange an item?
All of our products are made in small batches, so 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.
As a reminder, you can return any new, undamaged items at any time.
Can I cancel an order?
Unfortunately, we're unable to change or cancel an order after you've placed it. If you decide not to keep your items, you can always return them by mail.
PAYMENT
What methods of payment do you accept?
You can pay with Visa, Mastercard, Amex, Shop Pay, Google Pay and Apple Pay.
How are duties and taxes handled?
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 hope to be able to grow as a company and offer to cover them as well sometime soon.
Do you handle payments securely?
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.
YOU MAY ALSO WANT TO KNOW…
How do you think about sustainability?
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.
When your products sell out, do you restock?
For the Waza Kits and Haku (permanent) Line we try to restock as much as we can. All of our products are made in small batches and by hand so we ask for your patience. Our Kuro (limited) Line is limited to that time only and there will be no restock in most cases.
Do you have a physical store?
We do not at this time. We are planning to do pop-up stores in the coming year and depending on how we do, we might open up physical stores one day. If you’re interested in hosting our pop-up, let us know at hi@pojstudio.com
Are your artisan partners paid fairly?
The reason we do what we do is to help the artisans become sustainable and be able to continue on for the next generation. The very least we are doing is paying them fairly. We are also planning to launch an non-profit organization empowering the community even more once our business starts making a profit. Read more about our mission.
How do I report a bug on your site?
Since we’re a small startup we really appreciate your help in making our site better. You can contact us at anytime at hi@pojstudio.com.