FAQ(English)
- About the brands and artists
Q: Can I purchase unlisted items on the web store?
Yes. As we carry more items of the brands and artists in the gallery, you can send us a request. Please contact the gallery by email.
- About ordering
Q: What are the payment methods?
You can choose a payment method from following:
Credit card (VISA, MASTER, AMEX, JCB) / Paypal / Apple Pay / Amazon Pay / Google Pay
Q: Do you accept orders by phone or fax?
HULS Gallery Online Store can only accept orders online. Any order by phone or fax is not accepted.
Q: Do you wholesale your tableware for professional-use to restaurants?
Yes. HULS Gallery wholesale to restaurants in Japan and overseas. Please contact the gallery for details.
- About delivery
Q: How much is the shipping cost?
The shipping fee is 1,100 yen (tax included), and free shipping for purchases of over 30,000 yen (tax included). This is applied to domesting shipping only. For international shipping, please contact us by email before ordering.
Q: Can you ship overseas?
Purchases on the online store are limited to the customers in Japan. For shipping overseas, we accept mail orders. please contact the gallery before ordering.
Q: How soon will the purchased item be shipped after I place an order?
Items in stock will be shipped within 2-5 business days.
Q: What should I do if the parcel does not arrive or is damaged in shipment ?
If you do not receive your parcel, please contact the shipping company. If you have any other problems such as damage, please contact us by using the inquiry form or by phone "within 5 days" after the item arrives.
- About the products
Q: I would like to know more about the products.
If you have any questions, please contact the gallery.
Q: I would like to order an out-of-stock item.
Please contact the gallery.
- About gift wrappings
Q: Is there any option of gift wrapping?
For products with a box, you can choose ribbon wrapping (free) or mizuhiki wrapping (+200 yen).
Q: Can I put a message card in the purchased item?
We do not provide this service at the moment. We are preparing it now.
- About returns and exchanges of item
Q: How can I return or exchange the item I purchased?
If you wish to return or exchange the item, please contact us within "5 days" after arrival of the item by using the inquiry form or by phone.
We cannot accept returns or exchanges in the following cases.
- More than 5 days have passed since arrival of the item
- Used item
- Item that got damaged after the receipt of the customer
- Custom-made items including name printing and made-to-order items
* Please return all the accessories and enclosed items (warranty card, instruction manual, etc.) together with the item. We may not be able to accept returns if accessories are missing.
*For a set item including multiple products with one item number, you will be required to return all the products included in the set.
* Please keep the copy of the delivery slip when you return the item. It will be a certificate of receipt of the returned goods.
*In case of returns due to customer circumstances, the shipping fee should be paid by the customer.
- Others
Q: I haven't received the confirmation email of order.
If you do not receive the confirmation email, the following are possible reasons.
- The email address you entered was incorrect.
- Confirmation email is in the junk mail folder.
- You are receiving only specified domains.
If you are receiving the specified domain to prevent junk mails, please remove the setting in advance.