About returns and exchanges

We accept returns and exchanges only under the following conditions. We do not accept returns or exchanges for any other reason.

1. 1Ifyou receive a product that is different from your order
2. 2Ifthe product is defective or damaged

How to apply for return/exchange in the case of 1 and 2 above

Please contact us by e-mail or telephone with your name, order number, product name, and reason for return or exchange within 7 days after receiving the product.
The person in charge will contact you regarding the return. After that, please return the item to the address below within 7 days by cash on delivery.
After we receive the returned product, we will contact you via the email address you registered when you placed your order as soon as we have confirmed the details of the return.

• After contacting us from our store, returned goods that have passed 7 days will be invalid. Please note.
• If you wish to exchange a made-to-order product, you may have to wait for a long time depending on the product.
  If it is difficult to wait, we will refund your money. Please note that we may not be able to prepare a replacement product.

[Return contact]

Inside the Kyoto Museum of Crafts and Design
MOCAD ONLINE SHOP
〒606-8343
9-1 Okazaki Seishoji-cho, Sakyo-ku, Kyoto-shi
TEL: +81-75-762-2670
E-mail: mocad_online@miyakomesse.jp

Reception hours: 9:00 to 17:00

• Inquiries received outside business hours will be handled after confirmation on the next business day.

Refund method

After returning the product to our shop, We will refund you in the following way.

 

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 cancel your order and return the products within 14 days of receiving your order, in accordance with EU Consumer Rights Directive 2011/83/EU.

Right of Withdrawal

You may return the products for any reason within 14 days from the date you receive your order. To exercise this right, please contact us by email within the 14-day period.

Return Shipping Costs

If you exercise your right of withdrawal, you will be responsible for the cost of returning the products.

Refunds

After we receive and inspect the returned products, we will issue a full refund within 14 days. Refunds will be made using the same payment method used for the original transaction.

Exceptions

The right of withdrawal does not apply to:

• Used products
• Customized or made-to-order products prepared according to your specifications

Contact Information

Email: mocad_onlineshop@miyakomesse.jp
Business Hours: 10:00 AM – 6:00 PM (Japan Standard Time)