Frequently Asked Questions

Thank you for shopping at MOCAD ONLINE SHOP.
Here you can find answers to frequently asked questions about orders, products, shipping, returns, and more.

Orders & Payment

Q. What payment methods do you accept?

We accept major credit cards, as well as Shop Pay, Apple Pay, and Google Pay.

Available payment methods will be displayed at checkout.

Q. Can I change or cancel my order after placing it?

If you would like to change or cancel your order, please contact us as soon as possible.

Depending on the shipping and order status, we will do our best to accommodate your request. However, changes or cancellations may not be possible once an order has been shipped or for made-to-order or special-order items.

For more information, please see our [Refund Policy].

Q. I haven't received my order confirmation email. What should I do?

An order confirmation email is automatically sent after your order has been placed.

If you do not receive it, please check your spam or junk mail folder and your email settings.

If you entered an incorrect email address when placing your order, we may not be able to send you emails. Please contact us if you cannot find your order confirmation.

Products

Q. Why does my item look slightly different from the photos?

Many of our products are handcrafted by artisans or made from natural materials. As a result, there may be slight variations in color, pattern, shape, size, and other details.

We hope you enjoy these individual characteristics as part of the unique beauty of handcrafted items.

Q. Are the products shown online also available at the Kyoto Museum of Crafts and Design?

Some products available on MOCAD ONLINE SHOP are also sold at the museum shop at the Kyoto Museum of Crafts and Design.

Please note that product selection and availability may differ between the online shop and the museum shop.

Q. Will sold-out items be restocked?

Some items may be restocked. However, depending on production schedules and availability, restocking may take time or an item may not become available again.

Please feel free to contact us if you are interested in a particular item.

Shipping

Q. When will my order be shipped?

In-stock items are generally shipped within 3 business days after your order is confirmed.

Some items, including made-to-order and special-order items, may require additional time. Please check the individual product page for details.

Q. Can multiple items be shipped together?

Items purchased in the same order will generally be shipped together.

Depending on the size of the items or their availability, your order may be shipped in multiple packages. If the shipping fee needs to be adjusted, we will contact you by email before shipment.

Q. How much does shipping cost?

Shipping fees vary depending on the destination and the items in your order.

When multiple items are purchased together, the shipping fee calculated automatically at checkout may occasionally differ from the actual shipping cost. If the shipping fee calculated at checkout differs from the actual shipping cost, we will contact you before shipment.

For more information, please see our [International Shipping Fees].

Gifts

Q. Do you offer gift wrapping?

Yes. Gift wrapping is available for JPY 250 per item.

Please select the paid gift-wrapping option on the product page before adding the item to your cart.

Please note that gift wrapping may not be available for some items due to their size or shape.

Q. Can I send an order directly to someone as a gift?

Yes. Please enter the recipient's address as the shipping address when placing your order.

Q. Will prices be included in the package?

Our order statement does not show product prices.

When the purchaser and recipient are different, we generally do not include an order statement in the package.

International Shipping

Q. Do you ship internationally?

Yes. We ship to selected countries and regions.

Please note that some products may not be eligible for international shipping depending on the item or destination.

For more information, please see our [Shipping Policy].

Q. Will I have to pay customs duties, import taxes, or other fees?

Depending on the destination country or region, your order may be subject to customs duties, import taxes, customs clearance fees, carrier handling fees, or other charges.

These charges are not included in the product price or shipping fee and are the responsibility of the recipient.

The amount and method of payment are determined by the destination country's customs authorities or the shipping carrier.

For more information, please see our [Shipping Policy].

Q. How long does international delivery take?

Delivery times vary depending on the destination, customs clearance, and other circumstances.

Please note that delays may occur due to customs clearance or local delivery conditions.

Once your order has been shipped, please use the tracking information provided in your shipping confirmation email to check the delivery status.

Returns & Exchanges

Q. Can I return or exchange an item?

Returns and exchanges due to customer preference are generally not accepted, except where required by applicable laws and regulations.

Customers residing in the European Economic Area (EEA) may have the right to withdraw from their purchase within 14 days of receiving their order, subject to certain exceptions.

For full details, including eligibility, return procedures, shipping costs, and exceptions, please see our [Refund Policy].

Q. My item was damaged or I received an incorrect item. What should I do?

If your item arrives damaged or defective, or if you receive an item different from the one you ordered, please contact us as soon as possible.

Please include your name, order number, product name, and photos showing the condition of the item and packaging where applicable.

For details on returns and exchanges, please see our [Refund Policy].

Other Questions

Q. Can I place a large order?

Depending on the product, we may be able to accommodate large orders.

For corporate gifts, commemorative items, or gifts for companies, organizations, academic societies, conferences, and international events, please contact us. We will connect you with the appropriate staff member.

Q. Do you offer personalization or custom-made products?

For large orders from companies, organizations, academic societies, conferences, and international events, we may be able to offer personalization or custom-made products.

Availability depends on the product, quantity, and required delivery date. Please contact us to discuss your requirements.

Q. How can I ask a question about a product?

Please contact us through the inquiry form on the product page.

We will be happy to assist you with product details, availability, and other questions.