FAQ
About the works we handle
Do the colors in the photos accurately represent the actual product?
The images shown are as close to the actual colors as possible,
The actual color may differ depending on your monitor environment and settings.
Please be aware of this in advance.
Can I actually see the artwork?
Yes, it is possible.
If you would like to see a particular piece, please make a reservation in advance and view it at our gallery or exhibition venue. Please note that the piece may not be in stock at the store depending on the timing, so please contact us in advance if you have decided on the piece you want.
Please contact us for more information and reservations.
Does the size of the artwork include framing?
The size listed on the product page is the size of the item itself.
For framed works, the size includes the frame.
If you would like the item framed, please feel free to contact us and we will provide you with the dimensions after framing.
Does it come with a certificate (certificate of authenticity)?
The response will vary depending on the work.
Whether or not a certificate of authenticity is provided varies from piece to piece, but for prints and reproductions, we certify their authenticity with an issue number or the artist's signature.
If a certificate of authenticity issued by the artist or gallery is included, the details will be clearly stated on the product page, so please check before purchasing.
How should I store my artwork?
To preserve the artwork,
We recommend storing the product in an environment away from direct sunlight, high temperatures and humidity.
Please check framed artworks regularly for moisture and dust.
Can I ask for advice on how to appreciate the artworks or regarding exhibitions?
Yes, it is possible.
We also offer advice on the exhibition environment, lighting, etc. to help you best appreciate the artworks. Please feel free to contact us with any questions you may have.
Can I request repair or maintenance of a work after purchasing it?
Depending on the artwork, we may offer restoration and maintenance services by specialized staff. Please contact us for details.
As a general rule, we do not provide maintenance services. However, depending on the situation, we may be able to provide you with a solution, so please feel free to contact us if you have any problems.
Order
Can I change the delivery address after placing an order?
As a general rule, once an order has been placed, we cannot accept any changes to the artwork, customer information, or shipping address, even if the artwork has not yet been shipped. Once your order is ready for delivery, we will send you a shipping notification email with a tracking number, so we ask that you please contact the shipping company directly to inquire about changing the shipping address.
I placed an order, but I haven't received an order confirmation email.
If you have not received your order confirmation email, please check for the following possibilities:
- The email address entered was incorrect.
- The email was filtered into your spam or junk folder.
- Your reception settings are blocking emails from our store.
Please first check your spam folder and settings. If the issue persists, please contact us with your name, order number, and registered email address.
I put an artwork in my shopping bag (cart) but couldn't purchase it.
Please ensure that JavaScript is enabled.
■ Google Chrome (PC \u0026 Android)
- Click the three-dot menu icon (⋮) in the top-right corner and select Settings.
- Click Privacy and security, then select Site Settings.
- Scroll down and click JavaScript.
- Select Sites can use JavaScript.
■ Safari (iPhone \u0026 iPad)
- Open the Settings app on your home screen.
- Select Safari and tap Advanced at the very bottom.
- Toggle the JavaScript switch to On (Green).
■ Safari (Mac)
- Click Safari in the menu bar at the top of the screen and select Settings (or Preferences).
- Click the Security tab.
- Check the box for Enable JavaScript.
■ Microsoft Edge (PC)
- Click the three-dot menu icon (...) in the top-right corner and select Settings.
- Click Cookies and site permissions in the left menu.
- Select JavaScript and toggle the Allowed (recommended) switch to On (Blue).
Please try again using a private (incognito) window.
■ Google Chrome (PC \u0026 Android)
- Open Chrome and tap/click the three-dot menu (⋮) in the top-right corner.
- Select New Incognito tab (or New Incognito window).
- A You’ve gone Incognito message and the hat-and-glasses icon will appear.
■ Safari (iPhone \u0026 iPad)
- Open Safari and long-press the Tabs icon (overlapping squares) in the bottom-right corner.
- Tap Private or New Private Tab from the menu.
- The browser frame will turn black or dark, indicating you are in Private mode.
■ Safari (Mac)
- With Safari open, click File in the menu bar at the top of the screen.
- Select New Private Window.
- The address bar (where the URL is displayed) will appear dark or black.
■ Microsoft Edge (PC)
- Open Edge and click the three-dot menu (...) in the top-right corner.
- Select New InPrivate window.
- The screen will turn dark, and InPrivate will appear in the top-right corner.
If the issue persists after trying the above, please contact our support team with the following information:
- Your browser name and version
- Date and time the issue occurred
- The URL of the product page (or the product name)
- A screenshot of the issue (if possible)
We are here to assist you to ensure your order is completed smoothly.
Do you offer gift wrapping?
We offer complimentary gift box wrapping for items up to a certain size. Please note that for large-scale artworks, gift wrapping is not available due to the nature of the items. Instead, all artworks are shipped in specialized, secure packaging free of charge to ensure safe delivery.
Is it possible to reserve a piece?
Yes, we do accept item holds. However, please note that some pieces may not be eligible for reservation depending on the item. If you wish to put a piece on hold, please contact us via the inquiry form. We will provide specific details regarding availability and the maximum hold period individually.
Can I cancel my order after purchase?
Cancellations are accepted after an order is confirmed, provided the item has not yet been shipped. If you wish to cancel, please contact us promptly via email. Please note that we cannot accept cancellations once the shipping process has begun.
Except in the following cases, we generally do not accept cancellations or returns after an order is placed:
- ・The product is defective.
- ・The product is damaged during transit.
- ・The item received is different from what was ordered.
Do you provide framing services for artworks acquired outside of "AND COLLECTION"?
Yes, we do.
You can also use our high-quality framing service to frame any artwork you bring in.
We will suggest the best frame for your artwork based on its size and material, so please contact us in advance to discuss your options.
Please note that if you choose to have your order delivered, you will be responsible for the shipping costs.
Payment
What types of payment methods are available?
We accept credit cards for payment. > You may also visit our gallery in Omotesando Hills to complete your payment in person.
When is the card payment due?
Card payment will be taken when your order is confirmed.
Please note that payment will be processed as soon as your order is completed.
Can you issue a receipt?
Yes, it is possible.
If you would like a receipt issued, please specify the recipient's name and any notes in the comments section when placing your order or by email.
Returns and Exchanges
Can I return or exchange the product?
We accept returns and exchanges only if the product is defective or if you received an incorrect item. In such cases, please contact us via email within 7 days of receiving your order. We will review the situation and respond as promptly as possible.
Please note that we do not accept returns or exchanges for customer convenience (e.g., the item is different from what you imagined, or the size does not fit). We appreciate your kind understanding.
Delivery
How much is the shipping fee?
Shipping costs vary depending on the destination and the size of the artwork.You can find the shipping fee for each item on its respective product page.
How long will it take to ship?
For regular products, we plan to ship within 2 to 5 days after your order is confirmed.
For some made-to-order or special order items, it may take 4 to 6 weeks.
Detailed delivery times will be provided on each product page or when you confirm your order.
Can I check the delivery status?
Yes, we will include a tracking number in the email we send you when your order is shipped.
You can check the delivery status on the website of each delivery company using the tracking number provided.
About this site
What is Shopify?
Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right.
