Frequently Asked Questions

A: ROKUYA is a curated Japanese tableware and artwork brand
that connects independent artisans across Japan with discerning clients seeking
genuine beauties in Thailand and Southeast Asia. Every piece in our collection
is handcrafted by a named artist — never mass-produced. We work directly with
makers to bring you works that carry genuine craft heritage, not just aesthetic
beauty.

A: Yes. Every item is handcrafted by the artist, which means
no two pieces are ever identical. Variations in glaze, colour, texture, and
form are not imperfections — they are the fingerprints of the maker's hand. The
piece you receive may differ slightly from the product photographs. This is
inherent to the craft, and we consider it part of the value.

A: ROKUYA's eye is built on two foundations that are
difficult to separate: long-term relationships with independent Japanese
artisans, and active, real-world testing of the pieces we select.

Our principal curator works directly with Live Studio, a
Kyoto-based fine dining establishment that plates high-end cuisine exclusively
on artist-made tableware. The selection is rotated regularly — pieces are
evaluated not in isolation, but across a full service, in the hands of guests.
A piece that does not perform in practice does not enter our collection.

This ongoing feedback loop, combined with years of
direct engagement with makers across Japan, is what keeps our curation both
deeply rooted and continuously current. For the full story, see [Why ROKUYA →]

A: Each product page features the artist's name, region, and
craft tradition. Our collection currently focuses on ceramicists and glass
artists based primarily in Kyoto, with select pieces from other major kilns
across Japan. Artist profiles are available on each product listing.

A: Orders are placed through direct communication with
ROKUYA via Instagram DM (@_rokuya_official) or our contact page. Once your
order is confirmed, we will issue a secure payment link for you to complete your
purchase. About bespoke procurement　(Curation Service), business
customers seeking direct orders from our selected collections in Japan, or who
seeking gifting service (for wedding, cooperate gifting etc.), please contact
us to begin a consultation.

A: We accept major credit and debit cards (Visa, Mastercard,
American Express, JCB) processed securely through Shopify Payment. Payment in
full is required at the time of order. We do not accept bank transfers for
standard inventory purchases.

A: All prices are denominated in Thai Baht (THB). The listed
price is the final amount ROKUYA charges — no fees are added by us at checkout.
Please note that your card issuer may apply a foreign transaction fee or
currency conversion charge depending on your card and bank. These charges are
set independently by your financial institution and are beyond ROKUYA's
knowledge or control.

For Curation Service orders, certain items sourced from
Japan may be subject to import duties upon entry into Thailand, depending on
product classification. Where this applies, ROKUYA will notify you in advance
and proceed with procurement only after your explicit written agreement on the
applicable charges.

A: Yes. If you are looking for a specific artist, region,
style, or a curated set of pieces for a particular purpose, our Curation
Service allows us to source works on your behalf directly from artisans in
Japan. Popular use cases include corporate gifting, wedding gifts, and interior
curation — we are experienced in assembling selections that reflect your brief,
budget, and recipient.

We are able to source from a wide range of artists to match
your budget. Whether you are looking for an accessible introductory piece or a
significant collector-grade work, we will propose options accordingly.

This is a bespoke, consultation-based engagement with a
structured payment schedule (Usually 50% deposit / 30% on dispatch / 20% on
delivery). Lead times vary depending on availability: where items are held in
our Japan-side inventory or sourced from our Kyoto-based artists, delivery can
typically be arranged within one month or less. For other procurement, lead
times are generally 2–4 months depending on artist availability. Please
[contact us] to begin.

A: We ship internationally from Japan. Our primary market is
Thailand, but we welcome inquiries from clients across Southeast Asia and
beyond. Please [contact us] if you are unsure whether we ship
to your location.

A: Estimated delivery times are communicated at the time of
order confirmation. As a general guide, international shipments to Thailand
typically take 5–14 business days from dispatch in Japan, subject to customs
clearance and carrier conditions. ROKUYA is not liable for delays caused by
customs processing, carrier disruptions, or force majeure events.

A: For items shipped from Japan, every piece is individually
inspected and carefully packaged in Japan before dispatch, using protective
materials designed to withstand the demands of international transit. We
confirm that all products leave Japan in undamaged condition.

For items held in ROKUYA's Thailand inventory, condition is
verified prior to domestic dispatch. Tracking information will be provided once
your order has been shipped.

A: For standard orders to Thailand, ROKUYA arranges and
covers the cost of import duties, customs fees, and applicable taxes on your
behalf. You are not required to pay any import charges at the time of delivery
under normal circumstances. In rare cases, Thai customs authorities may issue
additional assessments after delivery; ROKUYA is not responsible for such post-delivery
charges, but will provide all available documentation to assist you. For full
details, please see our [Import & Export Disclaimer].

A: Due to the one-of-a-kind nature of our handcrafted
products, all sales are final. We do not accept returns or exchanges
based on personal preference, change of mind, or minor differences from product
photographs, as these variations are inherent to handcrafted work.

Claims are accepted only in the following cases:

• A
  clear manufacturing defect is identified (e.g., structural cracks present
  before shipment)
• The
  item was damaged during transit (reported within 48 hours of
  delivery with photographic evidence)

Please note: risk of loss and damage transfers to the buyer
upon handover to the shipping carrier in Japan. For transit damage, please also
file a claim directly with the carrier. For our complete policy, please see the
[Return & Replacement Policy].

A: Please contact us at official@rokuya-jp.com within 48
hours of delivery with clear photographs of the damage and the packaging.
We will assess the situation and, where a valid claim is confirmed, discuss
available remedies. Due to the one-of-a-kind nature of each piece, identical
replacements are not possible; however, alternative arrangements may be offered
on a case-by-case basis. Please also file a claim with the shipping carrier.
For full details, see our [Return & Replacement Policy].

A: Orders are binding once payment has been processed. Cancellations
are not accepted after this point. For Curation Service orders, the
cancellation terms set out in the signed Order Form apply. Please review all
product details carefully before completing your purchase.

A: Your personal data is collected and used solely for the
purpose of processing your order and communicating with you. We do not sell or
share your data with third parties for marketing purposes. Our practices comply
with Thailand's Personal Data Protection Act (PDPA) and Japan's Act on the
Protection of Personal Information (APPI). For full details, please see our
[Privacy Policy].

A: All content on the ROKUYA website and social channels —
including photographs, text, logos, and artwork — is the property of tmz Co.,
Ltd. or the respective artisan. Reproduction, redistribution, or use without
prior written permission is not permitted. If you wish to feature our products
on your own platform, please [contact us].

A: All transactions are governed by the laws of Japan. By
completing a purchase, you agree to our [Terms of Service]([TERMS LINK]) in
full.

A: We're happy to help. Please reach out via:

• Email:
  official@rokuya-jp.com
• Instagram:
  @rokuyajp_official
• LINE
  Official Account: [available at checkout / via link on contact page]
• Or use
  our [Contact Form]

We aim to respond within 2 business days (Japan
Standard Time).