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Thank you for choosing Gallery Sentou.
Here you will find information about payment,
international shipping, and returns.
If you have any questions before purchasing,
please contact us. We will be happy to help.
Payment
Currency and Payment Method
All prices are listed in Japanese yen (JPY).
We currently accept international payments through PayPal.
If you pay in another currency, the exchange rate and
any conversion fees will depend on PayPal or your payment provider.
Credit or debit card payment through PayPal may be available
without a PayPal account, depending on your location
and the options offered at checkout.
Please review the payment details before completing your purchase.
Payment Deadline
Please complete payment within 7 days of placing your order.
Orders may be cancelled if payment is not received
within this period.
If you experience any difficulty with payment,
please contact us before the deadline.
International Shipping
Shipping and Packaging
We ship internationally using EMS (Japan Post), UPS or another suitable tracked service.
The carrier is selected according to the destination
and service availability.
Each piece is carefully packed for international delivery.
Tracking information will be provided after dispatch.
A signature may be required upon delivery.
Dispatch Times
Orders are generally dispatched within 3 business days
after payment has been confirmed, unless otherwise stated
on the product page.
Dispatch takes place Monday through Friday,
excluding Japanese public holidays.
Pieces requiring a wooden box to be made after ordering
will take longer to dispatch.
Please refer to the product page or contact us
to confirm the expected timeframe.
Delivery Times
Delivery times vary by destination and carrier.
Please allow approximately 1–2 weeks after dispatch as a guide.
Customs clearance, local delivery conditions,
and service disruptions may cause delays.
Delivery on a specific date cannot be guaranteed.
If you need a piece by a particular date,
please contact us before purchasing so that
we can advise you on the available options.
Shipping Destinations
We accept orders for the destinations listed below,
subject to current shipping availability:
Australia, Austria, Belgium, Brazil, Canada, China,
Costa Rica, Croatia, Czech Republic, Denmark, Finland,
France, Germany, Greece, Hong Kong, Hungary, India,
Indonesia, Ireland, Israel, Italy, Macau, Malaysia,
Mexico, the Netherlands, New Zealand, Norway, Panama,
the Philippines, Poland, Portugal, Puerto Rico, Romania,
Russia, Singapore, South Korea, Spain, Sweden,
Switzerland, Taiwan, Thailand, Turkey,
the United Kingdom, the United States, and Vietnam.
Shipping to some destinations may be temporarily unavailable.
If your destination is not listed, or you would like
to confirm availability, please contact us before purchasing.
Shipping Fees
Unless otherwise stated on the product page,
the listed price includes shipping to:
Australia, Belgium, Canada, China, Costa Rica,
Czech Republic, Denmark, Finland, France, Germany,
Greece, Hong Kong, Hungary, India, Indonesia, Ireland,
Israel, Italy, Macau, Malaysia, Mexico, the Netherlands,
New Zealand, Norway, Panama, the Philippines, Poland,
Portugal, Puerto Rico, Romania, Russia, Singapore,
South Korea, Spain, Sweden, Switzerland, Taiwan,
Thailand, Turkey, the United Kingdom,
the United States, and Vietnam.
Brazil:
An additional shipping fee of JPY 3,000 applies.
For other destinations listed above,
please contact us to confirm the shipping fee before purchasing.
Customs Duties and Import Charges
Shipping-inclusive prices do not include customs duties,
import taxes, or destination-country clearance fees.
These charges, if applicable, are the customer’s responsibility.
Please check with your local customs authority
if you would like to estimate these costs before purchasing.
We cannot guarantee the amount charged by customs.
Returns, Refunds & Exchanges
We do not accept returns or exchanges for a change of mind,
personal preference, or an order placed in error.
However, if your piece arrives damaged or defective,
if we send an incorrect item, or if the piece materially
differs from its description, please contact us
so that we can resolve the issue.
Reporting a Problem
Please email
info@hagiyakiya.com
within 7 days of delivery and include:
- Your order number or the name used for your order.
- A description of the problem.
- Clear photographs of the piece and the affected area.
- For shipping damage, photographs of the outer box
and packing materials.
Please keep the piece, its wooden box if supplied,
and all packaging until we have advised you on the next steps.
Please do not use, wash, repair, or return the piece
before contacting us.
Refunds and Replacements
After reviewing the issue, we will arrange a refund
or, where available and agreed with you, a replacement.
Many of our pieces are one of a kind,
so an identical replacement may not be available.
If a return is required because of shipping damage,
a defect, an incorrect item, or a material discrepancy
in the description, we will provide return instructions
and cover the necessary return shipping costs.
Please contact us before arranging a return shipment.
Refunds will normally be issued through the original
payment method. We will confirm the arrangements
and expected timing with you.
Handmade Characteristics and Photographs
Each piece is handmade and has its own individual character.
Variations in glaze, texture, and form may be part
of the artist’s intended expression.
We aim to represent each piece accurately in our photographs.
However, colours may appear slightly different
depending on lighting and your screen settings.
Please refer to the measurements on the product page.
If you would like further photographs or clarification,
we welcome your enquiries before purchasing.
Custom Orders
Custom-made pieces cannot be returned or exchanged
for a change of mind.
If a custom-made piece arrives damaged, defective,
or does not match the agreed specifications,
please contact us within 7 days of delivery.
Unclaimed or Refused Deliveries
Please follow the tracking information and respond
promptly to delivery or customs notices.
Collection deadlines vary by carrier and destination.
If a parcel is returned to us because it was unclaimed
or delivery was refused, any refund will be assessed
after we receive the parcel and check its condition.
Outbound and return shipping costs will be deducted
from the refund, including for orders whose listed
price includes shipping.
If you would like the parcel sent again,
additional shipping charges will apply.
Please contact us to discuss the arrangements.
Contact Us
For questions about a piece, payment, shipping,
or your order, please email
info@hagiyakiya.com.
We welcome enquiries in English or Japanese.
Gallery Sentou is operated by Hagiyakiya G.K.