Refund policy
Returns & Exchanges
Please check your order as soon as it arrives.
Returns and Exchanges
We accept returns or exchanges in the following cases:
- You received an item different from the one you ordered.
- The item arrived defective or damaged.
If either of the above applies, please contact us by email or telephone within 14 days of receiving your order, providing your name, order number, product name, and reason for the return or exchange.
Our staff will contact you with instructions on how to return the item. Please return the item to the address below within 14 days of receiving our return instructions.
Once we receive and inspect the returned item, we will contact you at the email address registered with your order.
If you wish to exchange a made-to-order item, please note that it may take additional time to prepare a replacement. If a replacement cannot be provided or the required waiting period is too long, we will issue a refund.
Return Contact
MOCAD ONLINE SHOP
Kyoto Museum of Crafts and Design
9-1 Okazaki Seishoji-cho, Sakyo-ku, Kyoto 606-8343, Japan
TEL: +81-75-762-2670
Email: mocad_onlineshop@miyakomesse.jp
Reception hours: 9:00–17:00 (Japan Standard Time)
Inquiries received outside business hours will be handled on the next business day.
Refunds
Once we have received and inspected the returned item, we will process your refund using the original payment method.
For Customers in the European Economic Area (EEA)
If you are a consumer residing in the European Economic Area (EEA), you have the right to withdraw from your online purchase within 14 days of receiving your order, without giving any reason, subject to certain exceptions.
Right of Withdrawal
To exercise your right of withdrawal, please contact us by email within 14 days of receiving your order and clearly inform us of your decision to withdraw from the purchase.
After notifying us, please return the products without undue delay and no later than 14 days from the date you notified us of your decision to withdraw.
Return Shipping Costs
If you exercise your right of withdrawal, you are responsible for the direct cost of returning the products.
If an item is defective, damaged, or incorrect, please contact us before returning it.
Refunds
If you exercise your right of withdrawal, we will reimburse the payments received from you, including the cost of standard delivery where applicable.
Any additional delivery costs resulting from your choice of a delivery method more expensive than our standard delivery method will not be refunded.
We will process the refund without undue delay and no later than 14 days from the date we are informed of your decision to withdraw.
We may withhold the refund until we have received the returned products or you have provided evidence that you have sent them back, whichever occurs first.
Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed.
Condition of Returned Products
You may inspect the products as you would in a physical store to confirm their nature, characteristics, and condition.
You may be responsible for any diminished value resulting from handling beyond what is necessary to inspect the products.
Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to certain products, including:
- Products made to your specifications
- Clearly personalized or customized products
- Other products excluded from the right of withdrawal under applicable laws and regulations
Contact Information
MOCAD ONLINE SHOP
Kyoto Museum of Crafts and Design
Email: mocad_onlineshop@miyakomesse.jp