Thank you for choosing Hagiyakiya.
Below you will find information about payment, international
shipping, and our returns policy.
If you have any questions before placing an order,
please contact us. We will be happy to help.
Payment
Currency
All prices are listed in Japanese yen (JPY).
If you pay in another currency, the exchange rate and any
conversion fees will depend on PayPal or your payment provider.
Please check the payment details before completing your purchase.
Payment Method
We currently accept international payments through PayPal.
Credit or debit card payment through PayPal may also be available
without a PayPal account, depending on your location and
the options offered at checkout.
Payment Deadline
Please complete payment within 7 days of placing your order.
Orders may be cancelled if payment has not been received
within this period.
If you experience any difficulty with payment,
please contact us before the deadline.
International Shipping
Shipping Method
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 and Delivery 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.
Delivery times vary by destination and carrier.
Please allow approximately 2–3 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 placing your order.
We will advise you on the available shipping options.
Shipping Destinations
We accept orders for the destinations listed below,
subject to current shipping availability.
If your destination is not listed, please contact us
before purchasing.
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.
Please contact us if you would like to confirm availability.
Shipping Fees
Unless otherwise stated on the product page,
the listed price includes shipping to the following destinations:
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, 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 in our shipping destinations,
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.
If There Is a Problem with Your Order
Please email
info@hagiyakiya.com
within 7 days of delivery, including:
- 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.
How We Will Resolve the Issue
After reviewing the issue, we will arrange a refund
or, where available and agreed with you, a replacement.
As many of our pieces are one of a kind,
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.
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
and contact us before purchasing if you would like
further photographs or clarification.
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 any 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 the parcel has been received and its condition checked.
Outbound and return shipping costs will be deducted
from the refund.
Outbound shipping costs also apply to 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
If you have questions about a piece, payment,
shipping, or your order, please email us at
info@hagiyakiya.com.
We welcome enquiries in English or Japanese.