IMPERIAL LACQUERWARE
Made in Japan
Trusted since 1919

[OFFICIAL ONLINE] HAND-CRAFTED LUXURY BOX FOR JAPANESE EMPEROR

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FAQ

FAQ on Orders

In case your destination address is wrong

contact global@heiando.com to let us know your order number and the correct destination address.
If your order has not been shipped yet, we will update the address prior to shipping your parcel. If your order has already been shipped, we will wait until it is returned and then resend to the correct address. Please note that resending will require extra fees and time.

In case you need to cancel your order

please contact us at global@heiando.com.

When you want to send your compliments or complaints

send them to global@heiando.com.
We will share them with our entire team, store staff, and artisans, so that we can celebrate what is working well and improve what needs to be fixed.

When you want to pay with Credit Cards

we accept Visa and MasterCard.

If you are having trouble placing an order

check here.

FAQ on Delivery

In case your parcel is missing

you can search its whereabout with your tracking number here.
Please note that we cannot be held liable for your order once we ship it.

In case your items arrive damaged or defective

send us pictures of the items at global@heiando.com.
We will contact you to provide further instructions.

In case you received items different to what you ordered

send us pictures of the items at global@heiando.com.
We will contact you to provide further instructions.

In case you need to return your order

contact global@heiando.com and send us your items.
Please note that you will be refunded only if you return your items within 14 days of receipt. For further details, check here.

FAQ on Shipping

When you want to specify arrival date

sorry, due to uncertainty of customs clearance, arrival date cannot be specified.
However, we will send you an email to notify that we have shipped your order. Orders will usually be processed within 2 business days after payments are confirmed.

When you want to ship to multiple addresses

place orders separately for each address.
You can choose only one destination address for one order.

When you want to ship to country different to your account address

enter destination address and country in the order process.
The shipping cost will be that to your destination country.

FAQ on Gifts

If you want your items to be gift-wrapped

don't worry, all our items are neatly wrapped with our original wrapping paper and ribbons (We do not charge extra for wrapping. It is free.).

If you want to know our recommendations for gifts

check here.

If you want to make a large order

you can place orders from item pages, but if you want more than what we have in stock, you can contact us directly at global@heiando.com. We will be happy to help you.

If you want to learn more about our gifts

visit these pages: Gift Wrapping / Choose by Price / Corporate Orders.

FAQ on Item Lineup & Stocks

When the item you want is our of stock

contact us at global@heiando.com or from "Inquire About This Product" button on item pages.
We will ask artisans and stores to see if we can find another stock.

If item price is different from the last time you visited the page

that is because of the currency.
All our items are priced originally in Japanese yen, which means that we put much value on customer fairness. We share the same price anywhere in the world.

Item prices are converted to your preferred currency in TTS rate every time you visit the page. You can change the currency by selecting one from the drop-down menu.

If you have an idea for a lacquer item that we should carry

please send your idea to global@heiando.com and we will take a look.
We would love to hear from you.

FAQ on Press, Media, & Collaborations

If you are interested in covering our items in press or media

please contact us at global@heiando.com.

If you are interested in collaborating with us

please contact us at global@heiando.com.

FAQ on Stores

If you want to visit our stores in Japan

find us in the following addresses:

  • DAIKANYAMA ( flagship )

    • G-202, Hillside Terrace
      18-12 Sarugaku-cho, Shibuya-ku, Tokyo 150-0033
    • YAMADA HEIANDO Lacquerware: Hand-Crafted Imperial Luxury for Japanese Emperor open everyday
    • 10:30am - 7:00pm on Monday - Saturday
      10:30am - 6:30pm on Sunday & holidays
    • YAMADA HEIANDO Lacquerware: Hand-Crafted Imperial Luxury for Japanese Emperor +81 3 3464 5541
    • YAMADA HEIANDO Lacquerware: Hand-Crafted Imperial Luxury for Japanese Emperor Daikanyama | Ebisu | Shibuya
  • NIHONBASHI

    • 2nd floor, COREDO Muromachi 3
      2-2-1 Nihonbashi Muromachi, Chuo-ku, Tokyo 103-0022
    • YAMADA HEIANDO Lacquerware: Hand-Crafted Imperial Luxury for Japanese Emperor open everyday
    • 10:00am - 9:00pm
    • YAMADA HEIANDO Lacquerware: Hand-Crafted Imperial Luxury for Japanese Emperor +81 3 6262 3121
    • YAMADA HEIANDO Lacquerware: Hand-Crafted Imperial Luxury for Japanese Emperor Nihonbashi | Shin Nihonbashi | Mitsukoshi-mae
  • GINZA

    • 4th floor, GINZA SIX
      6-10-1 Ginza, Chuo-ku, Tokyo 104-0061
    • YAMADA HEIANDO Lacquerware: Hand-Crafted Imperial Luxury for Japanese Emperor open everyday
    • 10:30am - 8:30pm
    • YAMADA HEIANDO Lacquerware: Hand-Crafted Imperial Luxury for Japanese Emperor +81 3 6263 9900
    • YAMADA HEIANDO Lacquerware: Hand-Crafted Imperial Luxury for Japanese Emperor Ginza | Higashi Ginza | Ginza Iccho-me | Hibiya | Yurakucho | Shinbashi
  • * Store hours may vary during holiday periods.