FAQ

In case your destination address is wrong

contact global@heiando.com to let us know your order number and the correct destination address.
If your order has not been shipped yet, we will update the address prior to shipping your parcel. If your order has already been shipped, we will wait until it is returned and then resend to the correct address. Please note that resending will require extra fees and time.

In case you need to cancel your order

please contact us at global@heiando.com.

When you want to send your compliments or complaints

send them to global@heiando.com.
We will share them with our entire team, store staff, and artisans, so that we can celebrate what is working well and improve what needs to be fixed.

When you want to pay with Credit Cards

we accept Visa and MasterCard.

If you are having trouble placing an order

check here.

In case your parcel is missing

you can search its whereabout with your tracking number here.
We will send you an email upon shipping, but if you do not receive your order after 1 week, inquire your nearest service office that handles DHL.

Please note that we cannot be held liable for your order once it leaves Japan. Any inquiries or troubles concerning parcels in transit should be handled with your local carrier at your own charge.

In case your items arrive damaged or defective

send us pictures of the items at global@heiando.com.
We will contact you to provide further instructions.

In case you received items different to what you ordered

send us pictures of the items at global@heiando.com.
We will contact you to provide further instructions.

In case you need to return your order

contact global@heiando.com and send us your items.
Please note that you will be refunded only if you return your items within 14 days of receipt. For further details, check here.

When you want to specify arrival date

sorry, due to uncertainty of customs clearance, arrival date cannot be specified.
However, we will send you an email to notify that we have shipped your order. Orders will usually be processed within 2 business days after payments are confirmed.

When you want to ship to multiple addresses

place orders separately for each address.
You can choose only one destination address for one order.

When you want to ship to country different to your account address

enter destination address and country in the order process.
The shipping cost will be that to your destination country.

If you want your items to be gift-wrapped

don't worry, all our items are neatly wrapped with our original wrapping paper and ribbons (We do not charge extra for wrapping. It is free.).

If you want to know our recommendations for gifts

check here.

If you want to make a large order

you can place orders from item pages, but if you want more than what we have in stock, you can contact us directly at global@heiando.com. We will be happy to help you.

If you want to learn more about our gifts

visit these pages: Gift Wrapping / Choose by Price / Corporate Orders.

When the item you want is our of stock

contact us at global@heiando.com or from "Inquire About This Product" button on item pages.
We will ask artisans and stores to see if we can find another stock.

If item price is different from the last time you visited the page

that is because of the currency.
All our items are priced originally in Japanese yen, which means that we put much value on customer fairness. We share the same price anywhere in the world.

Item prices are converted to your preferred currency in TTS rate every time you visit the page. You can change the currency by selecting one from the drop-down menu.

If you have an idea for a lacquer item that we should carry

please send your idea to global@heiando.com and we will take a look.
We would love to hear from you.

If you are interested in covering our items in press or media

please contact us at global@heiando.com.

If you are interested in collaborating with us

please contact us at global@heiando.com.

If you want to visit our stores in Japan

find us in the following addresses:

• DAIKANYAMA ( flagship )

  • G-202, Hillside Terrace
    18-12 Sarugaku-cho, Shibuya-ku, Tokyo 150-0033
  • open everyday
  • 10:30am - 7:00pm on Monday - Saturday
    10:30am - 6:30pm on Sunday & holidays
  • +81 3 3464 5541
  • Daikanyama | Ebisu | Shibuya

• GINZA

  • 4th floor, GINZA SIX
    6-10-1 Ginza, Chuo-ku, Tokyo 104-0061
  • open everyday
  • 10:30am - 8:30pm
  • +81 3 6263 9900
  • Ginza | Higashi Ginza | Ginza Iccho-me | Hibiya | Yurakucho | Shinbashi
* Store hours may vary during holiday periods.