Questions & Answers

The questions collectors ask us most often, answered in one place. If yours is not here, write to the curator desk; we usually reply within one to three business days from Japan (GMT+9).

Buying a piece

Are your pieces authentic?
Yes. Every piece is examined and documented in Japan before it is offered, and pieces sold as the work of a named maker, house or artist carry our authenticity guarantee. Our authenticity and condition page explains how we examine pieces, how to read our descriptions, and how the guarantee works.

How do I know the condition?
Each piece is described as it is and photographed from every side, including marks, labels and wear; the photographs are part of the description. If you would like more photographs or a measurement, ask before you buy. Every sale is final, so we would always rather answer a question first.

Can I make an offer?
Yes. Considered offers are welcome through Send an Offer, and each one is reviewed personally.

Can I reserve a piece and pay over time?
For selected pieces, usually above $1,000, our Layaway Privilege™ lets you secure the piece through scheduled payments while we hold it for you in Japan. The commitment deposit is credited in full against the purchase and is non-refundable if the purchase is not completed. Terms are agreed case by case.

Which payment methods do you accept?
Credit and debit cards, PayPal, Apple Pay, Google Pay and Shop Pay at checkout, and bank transfer by arrangement, with 3% off the price of the piece. Bank details are sent personally by the curator desk once your order has been reviewed. We never publish them, and we will never ask you by email to pay into a different account; if you receive such a message, write to us before paying. For very high-value purchases, see payments and shipping for high-value pieces.

Someone else is asking about the same piece. Who has priority?
Pieces are held in the order in which full payments or reservation deposits are received, as set out in our refund policy.

Designer bags, watches and jewellery

Why do so many fine designer pieces come from Japan?
Japan has been one of the largest markets for Louis Vuitton, Hermès, Chanel and the other great houses since the 1980s, and Japanese owners are known for keeping their pieces carefully, often with boxes and dust bags. Resale here is a licensed, regulated trade, which is why so many well-kept examples surface in Japan.

How do you check a designer piece?
Every piece is examined in Japan before it is offered: date codes or serial tags, heat stamps, stitching, hardware engravings, materials and construction are compared against known references for the model and year. What we found is written into the description, and the piece is covered by our authenticity guarantee.

What do the condition grades mean?
We use the Japanese resale scale. N or S is new or unused; SA is near unused; A is very good with light signs of use; AB is good with visible but modest wear; B shows clear wear. Each description also lists the specific marks, and the photographs show them. Read Japanese condition ranks, explained.

Does the piece come with its box, dust bag or receipt?
Everything included is listed under Details on each page. If nothing is listed, the piece comes on its own. Original store receipts are rarely available for pre-owned pieces in Japan.

Can you tell me the year a piece was made?
Where a date code, season stamp or serial allows it, the year or season is in the title and in Details, for example a Louis Vuitton date code or a Chanel season such as 94P. If you need more, ask and we will photograph the code for you.

Can I see more photographs or a video?
Yes. Ask through chat or the contact form with a link to the piece and we will send extra photographs, close-ups of any area you name, or a short video.

Are watches serviced or under warranty?
Watches are checked and described as found, including whether they were running when examined. Unless the description says so, a watch has not been serviced, and any maker's warranty has normally expired. We can recommend a service before or after delivery.

How do I know the size?
Measurements are in Details on every page: bag width, height and depth; chain lengths; ring and bracelet sizes; shoe sizes as marked, with a note where Japanese sizing differs. If you need another measurement, ask before you buy.

Do you ship pieces in crocodile, ostrich or other exotic leathers?
Such materials may require CITES documentation or may be restricted for export or import. Please ask us before purchasing: eligibility, permits, carrier acceptance and handling time must be confirmed for the actual item and destination.

Which currency will I pay in?
Prices are set in US dollars and shown in your local currency where it is available at checkout.

Can you find a specific model, colour or year for me?
Yes. Tell the Hunting Salon™ the model, size, colour and budget, and we will search Japan's private collector circles for it.

Shipping and duties

How does my piece travel?
By one of three routes, chosen for its size, fragility and value.

• Parcel: watches, jewellery, garments, bags, footwear, ceramics, toys, prints and most objects travel by Japan Post EMS, insured and tracked. The shipping shown at checkout is the full shipping cost.
• Crated: sculpture, armour, large ceramics and other pieces that need a crate but still travel within postal limits. Checkout shows an estimate that includes crating, and the final cost is confirmed when the piece is prepared.
• Cargo: pieces over 30 kg or beyond postal size limits, such as trunks, furniture and life-size figures, travel as air or sea cargo. You pay for the piece at checkout, and the cargo shipment is invoiced separately once we have reviewed the order and the delivery address.

Crated and cargo pieces carry a notice on their page. We advise asking for a delivery quote before purchase; if you order without one, please allow a suitable budget for the shipping invoice.

How long does delivery take?
Parcel pieces are dispatched within 7 to 12 business days of payment, while the piece is checked again, packed and documented for export. EMS then usually takes a further 4 to 10 days. Crated pieces are dispatched within 10 to 15 business days. Cargo pieces are prepared within 2 to 4 weeks and then handed to our export broker and the air or sea carrier. Customs inspection, peak seasons and carrier delays can add time.

Where is cargo delivered?
To the destination airport or seaport. Customs clearance there and delivery to your door can be arranged at additional cost on request. Destination terminal handling, brokerage and import charges are payable by the recipient unless we confirm otherwise in writing.

How is my piece packed?
By hand in Japan, for the object: wrapped, cushioned and boxed, and for sculpture, armour, trunks and framed works, braced or crated. You receive photographs of the packed piece and a tracking number by email on the day of dispatch.

Is shipping insured and tracked?
Yes. Every parcel travels insured and tracked. Orders above $1,000 need a signature on delivery, and for security, pieces above $2,500 are not sent to parcel lockers or forwarding addresses.

Will I pay import duties?
That depends on where you live.

• United States: Import procedures, tariffs and payment timing depend on the goods, carrier and current rules. Duties clearly marked as prepaid at checkout are collected there; otherwise taxes, customs or brokerage charges may be assessed separately.
• High-value imports: A customs broker or additional documentation may be required. We review the actual item, declared value and destination before confirming arrangements and estimated third-party charges.
• Everywhere else: import duties, VAT and local fees are set by your country and are payable to the carrier or customs on delivery. They are not included in our prices or shipping charges.

Our export documents carry the correct tariff classification and country of origin to help your piece clear customs smoothly.

Can you ship furniture, trunks or very large objects?
Yes, as cargo. Read our guide to importing large and high-value items from Japan, or ask about the Museum-Grade Logistics Suite™.

What if my parcel arrives damaged?
Please record an unbroken unboxing video from the sealed parcel onwards; it is required for any claim. Photograph the packaging and the piece, keep all the packing, file a damage report with your local post office or carrier, and tell us within 48 hours of delivery. We open and follow the insurance claim on your behalf, as our shipping policy sets out.

Returns and cancellations

Can I return a piece?
Every sale is final, and returns for a change of mind are not accepted. Where the fault is ours, because we sent the wrong piece or a piece differs materially from its description in a way we did not disclose, we cover every cost and put it right; please write to us within 3 days of delivery. Our authenticity guarantee applies to every piece.

Can I cancel an order?
Please contact our curator desk promptly if you need to cancel. Requests made within three days of payment may be considered only if packing or processing has not yet started, and approved cancellations may incur the fees described in our refund policy. After dispatch, cancellations are generally unavailable, subject to applicable consumer rights.

Finding pieces that are not on the site

Can you find something specific for me?
Yes. Describe the piece, your budget and your timeline to the Hunting Salon™, and we will propose a search plan before any work begins.

I have already found a piece on a Japanese website. Can you buy it for me?
Yes. The Deputy Vault™ buys, inspects, stores and ships pieces you have found yourself.

How is Japonista different from a forwarding service?
A forwarding service moves boxes. We read the object before it is bought, ask the right questions in Japanese, document every piece on arrival, pack it for its form, and prepare the export paperwork properly, with one small team following your purchase from first message to delivery. Read more in our story.

About Japonista

Where are you based?
For international collectors, Japonista uses Tokyo, Japan as its public-facing location. We operate online; our registered business details remain available in our legal notice.

How do I contact you?
Through the chat button on any page, or the contact form. Include your order number for questions about an order, or a link to the piece for questions about a specific item.

Practical questions about visiting, payments, deliveries and specialist shipping

Answers to questions asked by international collectors. Individual product information, confirmed quotations and published policies take precedence where they provide more specific terms.

Do you have a physical retail store or showroom?
Japonista is an online curatorial store serving collectors worldwide, with Tokyo, Japan as our public-facing location. We do not operate a public walk-in retail shop or offer in-store pickup. Please contact our curator desk for assistance.

Do you offer local pickup in Japan?
No retail pickup location is currently enabled for online orders. Delivery options are shown at checkout or agreed separately for specialist freight.

Can I get an individual sourcing or wholesale quotation?
Yes, our curator desk reviews collector, retailer, bulk and specialist sourcing inquiries case by case. Please send links or specifications, quantity, budget, destination and timing; availability, pricing and any consultation fees are confirmed before work begins.

Do you have active promotional codes or wholesale discounts?
Only promotions displayed on Japonista or verified at checkout are available; a sitewide discount code is not guaranteed. Eligible pieces may be considered through our Send an Offer service, and wholesale terms are quoted individually.

Does Japonista accept personal checks?
Personal checks are not among our published payment methods. Checkout supports eligible cards and digital payments; bank transfer may be arranged directly with our curator desk for qualifying orders.

Can I use Shopify store credit or gift cards?
Existing eligible store credit may be offered in checkout when available in your customer account. For any credit or gift-card questions, contact our curator desk before ordering; issuance is not guaranteed.

Can I request a return or refund in my customer account?
You can contact the curator desk about a return or refund, and an eligible self-service request may appear in your account. Any approval depends on the published policy, the circumstances and applicable consumer rights; do not return a piece without instructions.

What countries can you ship to?
Available destinations depend on the item, carrier and applicable customs or export restrictions. Enter your delivery destination at checkout; for cargo or an unavailable destination, send your country, postal code and item link for review.

Do you offer free shipping?
Free shipping is not a universal store policy. For ordinary parcels, applicable shipping charges are shown at checkout; crating and cargo may need a separate confirmed quotation and invoice.

Can you arrange a pallet or freight shipment from Japan to the Philippines?
We can review a palletized or cargo shipment to the Philippines case by case. Please provide the contents, quantity, approximate packed size and weight, destination city/postcode and whether port or door delivery is required; freight, export handling and import charges are quoted separately.

What information and documents are needed for a cargo shipment?
Please provide an item description or link, quantity, packed measurements and weight, destination, consignee details and preferred delivery arrangements. The shipment may require an invoice, packing list, customs classification and item-specific permits, which we will confirm for the particular route.

How would you ship a life-size Astro Boy statue?
A life-size statue would normally require a verified measurement and weight assessment, protective crating and a cargo quotation rather than a standard parcel estimate. Send the exact item link and destination so we can confirm the safe packing method, shipping route and costs.