Frequently Asked Questions
Shipping from Japan, gift packaging, returns and the nature of handmade Japanese craft — answered. Anything else, just ask.
Where do NeoiAtelier products ship from?
Every order is checked, packed by hand and shipped from Osaka, Japan, with tracking. Free worldwide shipping is available on most pieces.
Are your products really made in Japan?
Yes. We curate exclusively from Japanese artisan studios: Kutani and Arita porcelain kilns, a Kyoto incense atelier, a 400-year-old Ojiya linen textile studio in Niigata, and a Takaoka bronze foundry in Toyama.
How are orders packaged?
All items come wrapped in minimalist Japanese-style gift packaging. If your order is a gift, we can include a handwritten message card — leave a note at checkout on Etsy.
What is your return policy?
30-day returns, free cancellation before shipment, and Damage Protection: if a piece arrives damaged, send photos for a full refund or replacement — no return shipping needed.
Will I pay customs or import taxes?
Depending on your country, customs or import taxes may apply and are the buyer's responsibility. Many orders to the US and EU arrive without additional charges, but rules vary.
Why do glazes and patterns vary slightly from the photos?
Our ceramics and textiles are made in small batches by hand. Subtle variations in glaze, brushwork and weave are natural marks of Japanese craft — no two pieces are exactly alike.
How do I purchase?
Each product page links directly to the same piece in our Etsy shop, where checkout, payment and buyer protection are handled securely by Etsy.
Do you accept custom or wholesale orders?
Yes — limited custom requests (engraving, finishes) and wholesale collaborations with concept stores, hotels and design boutiques. Contact us via Etsy with details.