FAQ

  • I haven't received an order confirmation email. What should I do?

    It is possible that your order was not completed correctly or that your email address is incorrect. Depending on your email settings, emails from this site may be sorted into your "spam folder." If you do not receive an email, please check your spam folder.

    If you have set up domain-specific reception to protect against spam, you will not be able to use the email services on this website. Please set up domain-specific reception for "@musee-ando.com". When setting up domain-specific reception, please specify the domain "@musee-ando.com".

    If you are unable to check your emails even after configuring the above settings, please contact us via the inquiry form or by phone.

  • How long will it take for my order to arrive?

    Delivery will vary depending on the delivery address, but orders are usually delivered within 5 to 7 business days.

  • How much is the shipping fee?

    If you purchase over 5,500 yen (tax included), shipping will be free nationwide.
    If the total amount is less than 5,500 yen (tax included), you will be charged a shipping fee of 770 yen (tax included).

  • What types of payment methods are available?

    Currently, we accept credit card payments and Shopify payments.

  • Which credit card companies can I use?

    We accept VISA, MASTER, JCB, AMEX and Diners cards.
    Please note that we cannot accept credit cards issued overseas.

  • Can I order without a credit card?

    We currently do not accept orders other than by credit card.

  • Do you ship overseas?

    We do not ship overseas.
    Delivery is only available within Japan.

  • Can I have my item gift wrapped?

    Please note that we are unable to provide gift wrapping or gift tags.

  • Can I return or exchange items?

    ○Please check the product immediately after it arrives.
    Returns will not be accepted unless the product is defective.
    ○Even if there is a defect in the product, we cannot accept returns or exchanges in the following cases.
    - Products that are missing tags, labels, bags, boxes, or other accessories that were included when they were delivered.
    - Products that have been used or show signs of being used.
    In the event of a shipping error, a defective product upon arrival, or an unused product (if the mistake is on our part), we will accept returns.
    However, if there is a defect, please contact us by email within 2 days of receiving the product.
    If we do not receive your contact within this period, we will not be able to accept returns or exchanges.
    In addition, we will cover the return shipping costs incurred when exchanging defective products or products delivered in error.
    In the case of an exchange, after receiving the product from the customer, we will check its condition and ship you a new product.
    If there is no replacement product, we will refund your money. After checking the condition of your product, we will refund the amount to your designated account within 5 to 7 business days.

  • Can I cancel?

    As a general rule, we cannot accept cancellations, returns, or exchanges due to customer reasons after an order has been completed. Please be aware of this in advance.

  • Can I issue a receipt?

    Receipts can be issued. Please indicate that you require a receipt and the recipient's name in the "Order Information" field in the shopping cart.

    Cart screen

  • The product has not arrived.

    Products will be shipped within 5 to 7 business days after your order is confirmed and payment is completed, and it will take an additional 2 days for the product to arrive. Please check if you have received the shipping completion email, and then check the delivery status using the shipping slip number, or contact us using the inquiry form with your order number.

  • Can I combine multiple orders into one?

    Please note that we do not offer a service to combine multiple orders into one.

  • I'd like to confirm the details of my order.

    If your order has been processed successfully, you will receive an order completion email (order confirmation email) after the order is complete. Please check the contents of the email.

  • Can I specify a delivery date and time?

    For products that are in stock, you can select your delivery date from the 7th business day after the order date.

  • Is a carrying bag provided?

    We do not provide free carrier bags.

  • Can I buy the products I see in the online shop at the museum?

    If in stock, they may be purchased at the museum.