FAQ

Once your order is complete, we will send you an automated email.
If you do not receive the automated email, please check that you entered the correct address and that the email has not gone into your spam folder, then contact us here .

[Examples of email errors]
There is a mistake in the email address
If there is a typo in the email address you entered during membership registration or purchase, you will not receive the email.

- You have registered a free email address
If you register a free e-mail address, there are many cases where reception is restricted on the server and the e-mail may not reach you.
*Please make sure that the email from Kameya Honpo is not sorted into your spam folder or trash folder.

- Domain-specific reception is set
特定ドメインからのメールのみ受信できる設定にしている場合は「@kabegamiyahonpo.shop」が含まれるメールの受信を許可してください。

・You have set up spam filters
If you have set up spam mail, please make sure that emails from Kameya Honpo are not sorted into your spam folder.

·others
If your email server is over capacity, or if your provider is experiencing trouble or maintenance, you may not be able to receive emails.

If you are a member: You can check your purchase history from your My Page .

If you are not a member: We will need your previous order information, so please contact us using the inquiry form and provide the following details.
-Order number of previous order (not necessary if unknown)
・Name of the person placing the order
・Telephone number used when ordering (if there are multiple options, please fill in all of them)
- Order date (approximate date if unknown)

Shipped from Japan via DHL.
Once your item has been shipped, we will email you the tracking number.

Products will be shipped within 1 to 2 weeks after the order is confirmed.

Please check the shipping status of the product via email etc. and then contact our store or the delivery company.
Please note that we may not be able to comply with your request depending on the timing of the contact and the delivery area.

Before the product is shipped
Please contact us using the inquiry form , specifying the "order number" of the relevant order and the "delivery address you wish to change."
*Additional shipping charges may apply due to changes in shipping area.

After the product has been shipped
If you wish to make any changes after shipping has been completed, please check the "package slip number (invoice number)" included in the shipping completion email and contact the delivery company/responsible office directly.

If you order multiple items, our system will not allow you to combine shipping costs.
If you would like to combine shipping costs and items, you will need to cancel your order and place a new combined order.
*Please note that depending on the progress of your order, you may not be able to cancel it.

As a general rule, we cannot accept changes after an order has been completed, but if you would like to make a change, we will check with you to see if it is possible, taking into account your circumstances and requests.
*If production or shipping procedures have already begun, we cannot accept any changes.
If you wish to make any changes, please contact us by phone if possible.
If you contact us by email, please be sure to include your order number.

Our products are made to order (made to order) or ordered from the manufacturer, and as a general rule, we cannot accept cancellations, returns, or exchanges after an order has been placed.

We apologize for the inconvenience, but if you receive a defective product or a product different from the one you ordered, please contact our store within 7 days including the delivery date.
Once we have confirmed your order and any defects, we will replace it with a new or equivalent item at our shipping cost.

*If the product is defective, it will be replaced, so please wait for us to contact you and keep it instead of throwing it away.
*If you find any defects during installation, please stop installation immediately and contact our store.
Please note that if you continue construction without contacting us, we will not be able to accept returns or exchanges.


If any of the following conditions apply, we will not accept returns of the product regardless of the reason.
If there is no defect in the product
- If more than 8 days have passed since the product arrived
・When the product is installed
・If we are unable to confirm the problem

The amount required will vary depending on the size of your room and the design of the product.
Please check the size and pattern repeat listed in "Product Standards" on the product page, and then refer to the page below.

If you would like to consult with us, please check the following information in advance and contact us here .
・Product you want to use (product name, product number, etc.)
・Dimensions of the area you want to install (e.g. 240cm x 300cm)
*Please note that it is not possible to accurately calculate the required amount based on information such as 6 tatami mats or 10 square meters.

For products for which samples can be ordered, a link to the sample purchase page is provided on each product page.
Please note that you will not be able to order samples for products that do not have a sample description or link.

Although we do not sell or rent product catalogs, you can order paid samples of many products.

The product price does not include customs duties. Customs duties may apply depending on the type of product and destination.
If additional customs duties are required, you will receive an email from DHL with payment instructions, so please pay.

We are not currently selling wholesale, but we do have some products available.
Please check the product you want and contact us here .

You can cancel your membership from your My Page while logged in to the online shop.