“JTB USA ONLINE STORE ARTISAN” is operated by JTB USA, Inc. and KAZAANA Co., Ltd. in Japan and provides products and services. All customers are a purchase contract with KAZAANA Co., Ltd. JTB USA, Inc. is a sales agent with KAZAANA Co., Ltd.

KAZAANA Co., Ltd. accepts refunds, returns, exchanges, and inquiries.

- Contact Us

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at the contact us form or artisan@kazaana.co.jp. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at the contact us form or artisan@kazaana.co.jp.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

In the following cases, we will exchange the product. Please contact artisan@kazaana.co.jp within 7 days of receiving the product.

  • - The product is not what you ordered.
  • - The product was damaged during shipping.

When you send us an email, please attach a picture so that we can understand the problem. If there is no damage or problem with the product, we will not be able to exchange the product.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Depending on the country and credit card company, Foreign exchange gain or loss and/or foreign transaction fee may be charged, and therefore, you may not receive a full refund.

You can always contact us for any refund question at the contact us form or artisan@kazaana.co.jp.