What if my product looks slightly different.


We offer many handmade items, hand painted items and items made in kilns all from Japan. Items will vary and oftentimes like a snowflake no 2 are alike. 


What if my item arrives damaged?


We do our best to keep all our items safely packed for delivery to their final homes. However, sometimes things may inevitably get damaged en route. Please contact us within 48 hours of delivery (based on the delivery time stamp), with photos of the items and packaging, so that we may process a replacement for the damaged item. Replacements are not guaranteed, and are subject to claim investigations. Please retain all items and packaging materials until your claim is resolved. We cannot make exceptions to this policy, and this applies to domestic US orders only. If your replacement item is backordered or out of stock, we’ll notify you as soon as we have the estimated arrival date, or we may work with you to suggest a suitable replacement. 


Send photos of broken item(s) and  packaging to: orders@japanesejomestore.com


What if my package was lost in transit or stolen?

Once shipped, an order's tracking information is outside of our control, and as much as we'd like to be there, final delivery is out of our hands. However, please reach out to us as we will definitely assist all buyers in any way we can to work with the delivery services to file insurance claims and aid in their investigations. Refunds or replacements will only be issued if the delivery service issues a reimbursement for insured packages, based on the findings of their investigations. We cannot provide refunds or replacements for stolen packages.


Return Policy

Please contact us should you wish to return an item. Merchandise may be returned for a refund, if notified within 72 hours after receiving your order, based the delivery time stamp. Items must be in their original condition. If the item is not returned in its original condition, the buyer is responsible for any loss in value. Please be careful with your return and make sure it gets to us in such a way that we sent it to you. Once we receive your return, we will inspect it and process the refund through Etsy. The buyer will be responsible for the original delivery charges and return shipping costs, including for any orders that qualified for free shipping. Shipping and handling costs, and items purchased on sale are not refundable.


Undeliverable Packages

The buyer is responsible for ensuring that the shipping address is accurate. Unless notified by the buyer before the shipment is created, we will ship all orders to the address provided. If the shipping address provided cannot be verified by the USPS, we will make our best attempts to reach out to the buyer for address confirmation. No orders will be shipped out to unverified shipping addresses, unless confirmed by the buyer. If a package is returned to us as "Undeliverable" or "Return to Sender" by the delivery service, the buyer will be responsible for all additional shipping costs to resend the item. The original shipping costs will be deducted from any refunds processed due to undeliverable orders