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.
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. Terms are agreed case by case.
Which payment methods do you accept?
Credit and debit cards, PayPal, Apple Pay, Google Pay, Shop Pay, and domestic bank transfer within Japan. 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 confirmed payments or reservation deposits are received, as set out in our returns and refunds policy.
Shipping and duties
How long does delivery take?
Each order has a handling period of 7 to 12 business days, during which the piece is retrieved, checked again, packed and documented for export. International delivery by Japan Post EMS then usually takes a further 4 to 10 days, so most smaller pieces arrive within 11 to 22 days of purchase. Large, heavy or fragile pieces need longer to pack and may travel by courier or freight.
How is my piece packed?
By hand in Japan, for the object: wrapped, cushioned and boxed, and for trunks, sculpture, armor and framed works, braced or crated. You receive packing photographs and a tracking number when the parcel is dispatched.
Is shipping insured and tracked?
Yes. Every shipment travels with tracking and insurance through Japan Post EMS or an equivalent express service.
Will I pay import duties?
Import duties, taxes and customs fees are set by your country and are not included in our prices or shipping fees unless your order states otherwise. They are usually payable to the carrier or customs on arrival. 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. 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?
Photograph the outer packaging and the piece straight away, keep all the packing, file a damage report with your local post office or carrier, then email us. Our shipping policy sets out each step of the insurance claim, and we support you throughout.
Returns and cancellations
Can I return a piece?
Because vintage, antique and collectible pieces are unique, sales are final once a piece has shipped, except where we sent the wrong item or a piece is shown not to be authentic under our authenticity guarantee. Please ask every question you have before purchase.
Can I cancel an order?
Cancellation requests must reach us within 3 days of payment and before packing begins; an administrative fee applies. The full terms are in our returns and refunds policy.
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 sourcing plan before any search 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, question sellers 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?
In Ageo, Saitama, Japan, north of Tokyo. Our business details are published in our legal notice.
How do I contact you?
Through the contact form. Include your order number for questions about an order, or a link to the piece for questions about a specific item.
