Kokuin is taking a summer vacation until August 23, 2021.

Customer Service

Shipping policy

Free Shipping within the US

We will use the safest and most reliable means possible for the free shipping option, usually USPS First Class. The free shipping option is available only for shipping that is considered domestic by the USPS.

Shipping & Handling Time

Items will be shipped soon after payment is received, typically within 2 to 3 days of payment receipt. However, depending upon logistical delays, additional time may be needed and we will keep you updated to the extent possible.

Expedited Shipping

If you are eager to see your purchase sooner than the time taken for the free shipping, you may opt to purchase faster shipping for a fee. Currently, we provide USPS Priority[1] and USPS Priority Express[1].All orders will be shipped out only after payment is received. Note that it may take an additional 1-3 days for preparation to ship once the payment is received.

Insurance

Whatever your shipping method, free or expedited, the purchase price of your item is always insured. However, filing and claiming insurance for lost or damaged items is the buyer’s sole responsibility.

International Orders (shipping to outside the US)

Customs duties and local taxes are the sole responsibility of the buyer when shipping to destinations outside the United States. You have may have to visit the local Customs office in order to pay duties and taxes, and the details vary from country to country.


1. USPS Priority includes insurance up to the amount of $50, and USPS Priority Express insures up to $100. If your total purchase exceeds that amount, the extra insurance charges are on us!


Return Policy

30-day policy

We gladly accept returns of unused items in their original condition within 30 days of delivery.

If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

But consider using our courtesy touch-up service instead of discarding older Kokuin products, whose paint may be starting to wear.

You will be charged a 10% restocking fee unless the return is because of a defective product.

Please do not return any item before writing to us at sales@thekokuin.com so that we may issue a return merchandise authorization (RMA).

  • To be eligible for a return, your item must be unused and in a new condition.
  • To complete your return, we require a receipt or proof of purchase. This is simple if you maintain an online account with our store and your purchase is saved to your account. Otherwise, you need to show us proof of purchase.
  • There are certain situations where only partial refunds may be granted: (if applicable)
    • Any item that is not in its original condition, is damaged, or missing parts for reasons not due to our error.
    • Any item that is returned more than 30 days after delivery.

Return shipping

Please do not return any item before writing to us at sales@thekokuin.com so that we may issue a return merchandise authorization (RMA).

Unless the product is defective, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

You should always consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee against losses in shipping for items being returned.

Refunds (when applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

You will be charged a 10% restocking fee unless the return is because of a defective product. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a reasonable of days, depending upon your bank or card company’s policies.

Refund of defective items (if applicable)

Handmade products, like ours, show variation from piece to piece. Such variation is not a defect. Every item is inspected carefully before shipping out to ensure that there are no defects beyond the normal variability of handmade products. However, if you find substantial defects, please send us an email at sales@thekokuin.com.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your online statement once more. Then contact your bank or credit card company. It may take some time before your refund is officially posted. Remember, there is often some processing time at your bank or card company before a refund is posted.If you’ve done all of this and you still have not received your refund yet, please do contact us at sales@thekokuin.com and we will do our utmost to help you.

Sale items (sorry, but you know what’s coming below)

Only regular priced items may be refunded. Unfortunately, sale items are sold as-is and cannot be refunded.But we do stand behind our products and would like to hear from you if the sale item had manufacturing defects. Remember, handmade items are all one-of-a-kind and include variations that reflect the fact that it was made especially for you. But if there are defects, please contact us at sales@thekouin.com or using WhatsApp.

Gifts

We currently do not issue gift receipts but we offer gift-wrapping services upon request. Whether you are purchasing a gift or for yourself, rest assured that we take care in packaging all shipments. We are always looking to expand the features that we offer and may include other gift-related features at a future date.


Courtesy Touch-up Service

I am happy to provide touch-up services in the unlikely event that some painted prints (not dyed)[2] may erode after prolonged use.

This courtesy service is subject to the following conditions:

  • This service is contingent upon my initial assessment.
  • Irregularities are an integral feature of woodblocks and contribute to the unique look of the print. Those variations do not qualify for the touch-up service. For example, vintage woodblocks have cuts, nicks, and gaps, which are a signature of its life in the hands of many artisans.
  • If for some reason, parts of the print erode over time, I will try to touch up and color-match those portions alone. Exact matching to the original is not guaranteed.
  • If the request for a touch-up is accepted, it is the customer’s responsibility to ship the piece, but I will pay for shipping it back to you.
  • This service is provided as a courtesy at my discretion and may be withdrawn at any time.

2. Dyes are permanent and much hardier than paints. This comes down to fundamental differences in their chemistry.