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 ships from Osaka, Japan. Free standard shipping is available to the European Union, the United Kingdom, Switzerland, Norway, the United States, Canada, and Australia.
How long does shipping take?
Standard products require 1–3 business days for processing, while made-to-order products require 7–10 business days. Estimated transit after dispatch is 7–15 business days.
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 — just leave a note at checkout.
Can you send an order as a gift?
Yes. Every order arrives in minimalist Japanese-style gift packaging, and a handwritten message card can be added at no charge — just leave a note at checkout. We can also ship directly to the recipient, with no prices or invoices in the parcel.
What is your return policy?
Returns are accepted within 30 days of delivery. For an ordinary change-of-mind return, mail the item to Japan and arrange and pay for return shipping and the return label. For a damaged, defective, or incorrectly shipped product, send photos for verification; you qualify for a full refund or replacement and do not need to return the item.
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 care for my piece?
Hand-painted Kutani porcelain (koro and yunomi): wipe with a dry or barely damp cloth, and avoid dishwashers and abrasives, as the overglaze enamels and gold sit on top of the glaze. Linen noren, cushions and textiles: spot-clean or hand-wash cold and hang to dry out of direct sun. Linen softens with age.
How do I purchase?
Each product page has a secure on-site checkout, with card payment handled by Stripe and free standard shipping to the European Union, the United Kingdom, Switzerland, Norway, the United States, Canada, and Australia. Prefer Etsy? Every piece is also listed in our Etsy shop, where checkout and buyer protection are handled by Etsy.
Do you accept custom, trade or wholesale orders?
Yes. We welcome custom commissions — sizes, colorways, engraving and finishes — and trade and wholesale enquiries from interior designers, drapery workrooms, hotels, concept stores and other professional buyers, including a trade line sheet and pricing. Tell us about your project through our Contact page and we will reply within one business day.