Support
Answers about payment, shipping, and returns — and how to reach us.
Payment
Which means of payment are accepted by Artisano?
All major credit and debit cards — and, depending on your device and region, digital wallets such as Apple Pay and Google Pay. Payment is completed on a secure checkout page operated by Stripe, our payment provider.
Is my payment secure?
Yes. Payments are processed by Stripe, a certified PCI DSS Level 1 provider trusted by millions of businesses worldwide. Your card details are entered on Stripe's encrypted checkout page and never reach Artisano's servers.
Which currency will I be charged in?
Our catalog is priced in the local currency indicated at the top of the page. The amount you see at checkout is exactly what is charged; your card issuer applies its own conversion only if your card is denominated in a different currency.
When is my payment taken?
At the moment you complete checkout. Nothing is charged while a piece rests in your cart, and if you leave a checkout unfinished the session simply expires — no payment is taken.
How are refunds handled?
Refunds are always issued to the original payment method, through Stripe. Once processed, the funds typically appear within 5–10 business days, depending on your bank. For when a return or an exchange is possible, see Returns and exchanges below.
Will I receive a confirmation of my payment?
Yes — as soon as your payment completes you are returned to an order confirmation page with your order summary, and if you have an Artisano account the order stays available under "Order history" in your profile.
Shipping
Where do my orders ship from?
Every piece ships from Japan, either from our warehouse or the artisan's own studio. Each order is packed by hand with the care the work deserves.
How much does shipping cost?
Artisano offers free shipping worldwide on all orders.
How long does delivery take?
Shipping is dependent on the destination location. A delivery estimate is provided on the
Will I have to pay customs duties?
Other than orders made to the United States, orders delivered outside Japan may be subject to import duties and taxes levied by your country, charged by the carrier or customs authority on delivery — they are not included in Artisano's prices. Orders made to the United States are inclusive of U.S. tariffs. Every parcel ships with a complete commercial invoice and customs declaration to keep customs clearance smooth.
Returns and exchanges
Can I return or exchange a piece?
All sales on Artisano are final. If a piece arrives damaged, defective, or is not as described, contact us within 14 days of delivery and we will arrange a return or exchange where possible.
What if my order arrives damaged?
Do not dispose of the item and packaging, photograph the damage, and reach us through Contact below. We will provide further instructions regarding a return or exchange.
How does a return proceed?
We will issue you instructions for sending the piece back. Your refund is issued to the original payment method as soon as the return has arrived and has been inspected at our warehouse in Japan.
Contact
How can I reach Artisano?
Through our contact page — we read every message and reply within a few business days. When writing about an order, include your order number; it helps us answer faster.