FAQ

Frequently Asked Questions

Kawa Atelier

1. Orders & Payments

What payment methods do you accept? We accept all major credit and debit cards (Visa, Mastercard, American Express, JCB), as well as Apple Pay, Google Pay and Shop Pay, through our fully encrypted and secure payment gateway. Your personal and financial information is always protected.

Is my personal information secure? Absolutely. We use industry-standard SSL encryption to protect your details during the checkout process. We do not store your credit card information on our servers.

Can I cancel or change my order? If you need to cancel or modify your order, please email us at info@kawa-atelier.com as soon as possible. If your order has not been shipped yet, we will gladly take care of it. If it has already been dispatched, you can initiate a return once the package arrives.

2. Shipping & Delivery

How much does shipping cost? We are pleased to offer free shipping on all orders, with no minimum purchase value required.

How long will it take to receive my order? We process and pack orders within 1–3 business days (Monday to Friday). Once dispatched, delivery typically takes 3–5 business days within Japan.

Will I receive a tracking number? Yes. As soon as your order is dispatched, we will send you a confirmation email containing your tracking number so you can follow your package's journey in real time.

Which carriers do you use? We partner with trusted Japanese carriers including Yamato Transport (クロネコヤマト), Japan Post, and Sagawa Express to ensure safe and timely delivery.

What should I do if my order is delayed? While we strive to deliver on time, unforeseen carrier delays can occasionally happen — especially during public holidays (New Year, Golden Week, Obon, Christmas), or peak shopping seasons. If your order is taking longer than expected, please reach out to us at info@kawa-atelier.com and we will investigate it for you.

3. Returns & Refunds

What is your return policy? We accept returns within 30 days of you receiving your order. To be eligible, items must be in new, unused condition, and in their original packaging with all included accessories.

Do I have to pay for return shipping? Yes, customers are responsible for covering the return postage costs — unless the item arrived damaged, defective, or incorrect, in which case Kawa Atelier covers the return shipping. We do not charge any restocking fees.

How do I start a return or exchange? Simply send us an email at info@kawa-atelier.com with your order number, and our team will provide you with the necessary instructions and the return address. Please do not send items back without contacting us first — returns sent without prior approval cannot be processed.

How long does it take to get my refund? Once we receive and inspect your returned item, we will process your refund back to your original payment method. Processing on our side takes 5–10 business days after approval. Depending on your bank or credit card issuer, the funds typically appear on your statement within an additional 3–7 business days.

What if my item arrives damaged or incorrect? If you receive a damaged or wrong item, please contact us immediately at info@kawa-atelier.com within 7 days of delivery with:

Your order number
Clear photos of the damaged item and packaging
A brief description of the issue

We will promptly arrange a replacement or issue a full refund at no extra cost to you.

4. Products

Are your products genuinely handcrafted? Yes. Every accessory at Kawa Atelier is carefully crafted using traditional leatherworking techniques. Due to the artisanal nature of our items, slight variations between pieces are normal and considered a unique feature of handcrafted work, not a defect.

Will my product look exactly like the photos? We do our best to display product colors and details as accurately as possible, but actual appearance may vary slightly depending on your screen settings, lighting conditions, and the natural variations inherent to leather goods.

How should I care for my leather products? Leather is a natural material that benefits from occasional care. We recommend keeping your items away from prolonged exposure to direct sunlight, heat, and moisture. For routine care, gently wipe with a soft, dry cloth. For deeper cleaning, use a leather-specific cleaner or conditioner.

5. Contact Us

Still have questions? We're here to help.

Email: info@kawa-atelier.com
Response time: Within 24–48 hours on business days
Customer service hours: Monday to Friday, 9:00 AM – 6:00 PM (JST)