Frequently Asked Questions

What payment methods do you accept?
Credit card (VISA, Mastercard, JCB, American Express)
PayPay or Merpay
Google Pay, Apple Pay, Shop Pay

I entered the wrong address, can I change it?
If you notice that your shipping address is incorrect, please contact us as soon as possible before your order is processed. Once the order has been shipped, we’re unable to offer exchanges or replacements for packages sent to the wrong address. Please make sure to double-check your shipping details before placing your order.

Can I change or cancel my order?
If you need to cancel your order, please contact us as soon as possible using the inquiry form, before your order is processed. Once an order has been processed, we may not be able to cancel it. We recommend you double-check your order details carefully before completing your purchase.

Where do you ship from?
All orders are shipped from Tokyo, Japan.

Do you ship internationally?
Yes! We ship worldwide. If your country isn't available at checkout, please contact us through the inquiry form, and we'll help sorting it out.

Shipping Costs
Stickers, Postcards & Art Prints
• Japan: ¥240
• International: ¥500
If your order consists only of stickers, postcards, or art prints, your orders will be mailed out in an untracked stamped letter mail. 

Gentle Entity Mail Club
Shipping is included in your subscription price. Mails are sent via untracked letter mail.

Original Paintings on Canvas
• Japan: ¥1,800 (nationwide)
• China & Korea: ¥3,400
• Other Asia: ¥4,450
• Americas: ¥7,900
• Europe: ¥6,700
Note: International customs fees and taxes are not included.
Original paintings are carefully packed and shipped via tracked express delivery. You'll receive a tracking number by email once your order is shipped out.

How long will my order take to ship?
 Your order (anything except the Entity Post Mail Club) will be shipped within 3–10 days (excluding holidays) after payment is confirmed. Please allow 14–21 days for your order to arrive. 

My order still has not arrived, what do I do?
First, please double-check that your shipping address is correct. If your order has not arrived after the estimated delivery time, please contact us through the inquiry form with your order number and shipping address. We will be happy to assist you.

Schedule
The sign-up period ends on the 25th of every month. Any subscriptions after the 25th of the month will receive the following month's!
For example:

Sign-up March 23- April 25 → receive the April edition (ships April 27th). Sign-up after April 25 → receive the May edition (ships May 27th).

Orders
We recommend to checking out with one Mail Club subscription per order, without other items. Adding other items to the same order may delay processing and shipping times.

Address
Please include any apartment or unit number in Address Line 2 when checking out. Unfortunately, we cannot offer replacements for letters sent to incorrect addresses.

Shipping
Shipping is included in the subscription price, though applicable taxes may apply. Letters are sent with standard stamped letter Japan postage, which means they cannot be tracked. Please understand that sometimes snail mail can be slow or occasionally get lost.

Delivery
Delivery usually takes 2–14 business days within Japan and 7–30 business days internationally. If your letter has not arrived within that timeframe from the shipping date, please contact us through the inquiry form.

Subscription
By signing up, you agree to a recurring monthly subscription. You can modify or cancel your subscription anytime through the customer portal. If you update your shipping address, please also let us know to make sure the system does not default to your previous one.

Do you accept returns or exchanges?
Due to the nature of handmade and small-batch art products, all sales are final. Returns and exchanges are not accepted unless:

If the product you received is different from the product you ordered
If the product arrives damaged

What if my item arrives damaged?
We take every precaution to ensure that our products are of the highest quality. However, if there is unlikely damage in the product you receive, please contact us using the inquiry form within 48 hours of receiving the product. Once we confirm the issue, we will do our best to resolve the issue.

Are your products handmade?
Yes! All artworks are created by me, using digital work or traditional paintings on paper and canvas.

Do you accept custom or commission work?
Please reach out through the inquiry form or DM me on Instagram.

Can I use your artwork for commercial purposes?
Commercial use is not permitted without written permission. All artwork remains the intellectual property of the artist. Buying a piece of product does not grant reproduction or commercial rights.