Faqs

FREQUENTLY ASKED QUESTIONS

What is THIS IS JAPAN?

THIS IS JAPAN is the Japan’s leading online art gallery, established with the goal of helping people all over the world connect with talented Japanese art and artists and also helping talented Japanese artists to sell their art works worlwide.

We offer an unparalleled selection of paintings, drawings, sculpture, and photography in a wide range of prices, and provide artists worldwide with an expertly curated environment in which to exhibit and sell their work. Based in Osaka, THIS IS JAPAN is redefining the experience of buying and selling art, making it welcoming and accessible for artists and collectors alike.

Original Artwork Returns

From the time you receive your original art piece, you have seven (7) days to decide to decide whether to keep the work or return the artwork in its original condition for a refund. We also require all returned artwork to be shipped out by the buyer within three (3) days after confirming with us that the work will be returned. So, if you receive artwork you’ve purchased from THIS IS JAPAN ONLINE ART GALLERY SHOP and are not fully satisfied, you have seven (7) days to notify us that you’d like to return the work. Then, you’ll have three (3) days from the day you contacted us to ship out the artwork through a traceable method and provide us with the shipment’s tracking number. If you do not notify us of your intent to return the work within 7 days of receipt or you do not ship the work within 3 days of notifying us, you will NOT be eligible for a refund. (Some exceptions will apply.)

Step 1 – Within seven (7) days of your merchandise delivery date, please email inquiry@thisisjapan.asia to give us your order information and the reason for wanting to return the work.

Step 2 – Repackage the artwork using the original packaging materials used by the artist. If you’ve already disposed of the original packaging, you’ll be responsible for purchasing packaging materials to send the artwork back safely to the artist.

Step 3 – Arrange to send the packaged artwork directly back to the artist using a traceable shipping method.

Step 4 – Email all shipping details including tracking number to inquiry@thisisjapan.asia .

Once the piece safely reaches the artist, THIS IS JAPAN will process your return and the amount owed will be refunded to your original source of payment in the same currency as your original order (minus 15% restocking fee, shipping costs and international customs fees, if any) within 7-10 business days of your merchandise return.

Additional information about returning original artwork—PLEASE READ.
THIS IS JAPAN is not responsible for undelivered returns.
Additional shipping fees may apply for international returns. Please note that these fees may possibly be avoided if you inform the courier that the item is a return—though we can’t guarantee this.

Damaged Artwork:

Step 1 – Within seven (7) days of your merchandise delivery date, please email inquiry@thisisjapan.asia to give us your order information.

Step 2 – Save original packaging!

Step 3 – Take photos of damaged artwork and packaging. Please email these photos to inquiry@thisisjapan.asia .
Step 4 – THIS IS JAPAN ONLINE ART GALLERY support representative will contact you to discuss next steps.

Are there any delays of my order?

If you live in an area experiencing severe weather, natural disasters, or any other unforeseen major events, your package may be delayed. Please add an additional 2 – 3 business days to the estimated delivery date of your order.

Also, in some countries, the customs clearing process may take as long as 30 days. Please check your government’s international shipping policies for more detailed information.

Can I have more than one account?

Only one account is permitted per person. Those who have multiple accounts will be given a warning email and informed that any additional accounts will need to be deleted. Creating additional accounts after this warning email can result in being banned from the site.
We do not determine multiple accounts by shipping address, therefore those residing in the same household do not need to worry about being suspected of having multiple accounts.

What should I do if my package is being returned to Japan?

We would be happy to refund your order or reship your package.
Please contact us and include your Order ID and shipping address if possible.

My product arrived damaged. What should I do?

Please contact us right away within 3 days of your package’s arrival. To best assist you, please include photos of the package and broken or damaged product(s).

Can I cancel my order or change the details of an order I’ve already placed, such as a product’s size or color?

We can cancel any or all products of an order if they haven’t shipped yet. Please contact us if you would like to cancel your order. Currently, it is not possible to make any changes to an order already placed. If you need to make a change, please first contact us to cancel your order. You can then place a new order with the desired changes.

Can I use a coupon on a product that has a price less than the value of the coupon?

Yes. However, the remainder of the coupon will be forfeited upon use. Coupons cannot be applied to the shipping charge.

Can I use more than one coupon per transaction?

Only one coupon may be used per transaction.

How do I input a coupon code?

To input a coupon code, please first make sure you have a THIS IS JAPAN account and are logged in. Next, add art work to your cart and then access the Cart page. On the Cart Page, click “click here” where it says “have a coupon?” to input your coupon code.

I want to purchase a product that is out of stock. How can I know when it will be back in stock?

Please contact us! We’d be happy to check the status of the product for you.
For one of a king art work or limited edition works, we might be able to ask our artist to make a different kind of works.

Can I pay in installments?

No, all payments must be paid in full.

Is my credit card information safe?

Yes. All credit card transactions are proccessed via a reliable third-party payment system (PayPal).
Your information is never stored on THIS IS JAPAN’s servers.

What are your accepted payment methods?

We accept PayPal.
If your billing address does not match your shipping address, the shipment of your package might be delayed or your order might be canceled and refunded. Such orders can be repurchased using a credit card with no mismatched information.

Do you ship within Japan?

Yes. However, some arts and products are not permitted to ship within Japan.
If we are unable to ship a product/art work you ordered within Japan, we will contact you.

Can you send me my package as an individual and not a company?

As previously stated, we greatly appreciate you choosing to purchase from the THIS IS JAPANShop and would like to help you receive your purchases with ease, but we must follow the rules regarding retail companies sending international shipments. Therefore, we are unable to send packages as an individual.

Can you declare my order as a gift or lower the declared value?

We greatly appreciate you choosing to purchase from the THIS IS JAPAN Online Art Gallery Shop and would like to help you receive your purchases with ease, but we must follow the rules regarding retail companies sending international shipments. Therefore, we are unable to declare orders as gifts or lower their declared values.

My package shipped, but my address has changed! What should I do?

We are unable to reroute packages that have already shipped. Please contact your local post office/ DHL/ UPS right away to request the package be rerouted. If they are unable to reroute your package and you cannot obtain it, it will be returned to Japan. Once the tracking information shows it is returning to Japan, we can reship your package with additional shipping fee.

It’s been over a week and my order hasn’t shipped. What is the delay?

Your order might be a THIS IS JAPAN artist product! Such products include art prints, smartphone cases, blankets, and more. These items are specially made once you order them. This process takes about 1-2 weeks. Therefore, please allow 1-2 weeks to pass before shipment for such products. If you are not sure if your product is a THIS IS JAPAN Special Artist product, please contact us.

How long does shipping take?

Shipping usually takes about 1-2 weeks, but varies by location. Shipping to Asia and Australia takes approximately three days to a week. Shipping to North America and Europe takes approximately 1-2 weeks. Shipping to Central and South America takes approximately 2 weeks.

Once I have placed my order, how long does it take for it to be shipped?

Orders are shipped by Japanese each artist.
So shipping day depends on the artists. However, you can check it on each product page about how long it for shipping.
The ordered art works are first shipped to our international shipping department in Osaka. After checking all works condition, we will ship your order with a tracking code by EMS/DHL/UPS.
Please note, the THIS IS JAPAN Shop operates on Japan Standard Time.
Orders placed on Saturday, Sunday, or on a Japanese national holiday are shipped on the following business day.

How much does shipping cost?

The shipping cost varies per product. By adding products to your cart and accessing the Cart page, you can instantly view the shipping charge prior to completing your order. The shipping charge will change if you add or deduct products.

Do you provide tracking information?

Yes, you will receive an email once your order ships that contains tracking information.

Will my entire order ship together in one shipment? How do I avoid multiple shipments?

We will ship your entire order as much as possible.

If you would like to receive all works in one shipment, please let us know about it on checkout page or contact us at inquiry@thisisjapan.asia .

However, for some reason, we might need to ship your orders one by one because of size, weight or structure of the works.

Do you ship worldwide?

Yes! We ship worldwide! However, there are some locations we are unable to ship packages. If we cannot ship to your location, we will promptly contact you. Some products are unable to ship to certain locations due to licensure laws. If a product has such a location restriction, it will be stated on the product’s page.

How do you ship packages?

For all goods at our warehouse, We ship via EMS. However, if the good is one of a kind or limited edition, it will be shipped by each artist to our warehouse. After receiving the works from artist at THIS IS JAPAN’s warehouse, we will ship it via UPS/DHL.

CALL THE CUSTOMER SUPPORT

+39 397 37292