FAQ
I am thinking of buying a hand-knotted carpet. Can I see the actual product?
You can actually see the carpets at our stores in Yokohama, Karuizawa, or Tosu. You can check online which store has the product you want. Also, if you contact us in advance via LINE or phone, we will give you detailed information on stock availability and how to check at the store. You can also use the AR function to see how it will look in your home, so please make use of it.
Can I order online?
You can order from anywhere in the country through our online store. Purchasing is easy; just add the item to your cart and enter the necessary information to complete the process. If you have any questions or concerns, please feel free to contact us via LINE. We also have a support system in place so that you can use our service with peace of mind.
How do I maintain my carpet?
Proper maintenance will keep your handmade carpets beautiful for a long time. We recommend vacuuming them regularly and dealing with any dirt or stains as soon as they appear. Your carpet will also last longer if you have it professionally cleaned once every few years. For more information on how to care for your carpet and professional cleaning, please see the home care page on our cleaning site. If you have any questions, please feel free to contact us via LINE.
What are the store opening hours?
The opening hours of each store are as follows:
- Yokohama store: 11:00-18:00
- Karuizawa store: 10:00-19:00
- Tosu store: 10:00-20:00
Please see the store access page on our website for details.
The product is different from what I expected. Can I return it?
We will accept returns or exchanges for unused products only if you contact us within 7 days of receiving the product.
For more information, please see our Returns and Refunds page. If you have any questions, please feel free to contact us via LINE.
What is the price range for carpets?
Our hand-knotted carpets vary in price depending on the size, material, and the effort required to make them. We offer a wide range of prices, from small rugs to luxury Persian carpets, from tens of thousands to millions of yen. Prices for each product are displayed online and in our stores, so please take a look. For more information, please see our pricing page.
Could you tell me about the raw materials used in carpets?
Our hand-knotted carpets are made from high-quality natural materials such as wool, silk, cotton, etc. For more information on the raw materials, please refer to the description page of each product.
What payment methods are available in stores?
The store accepts cash, credit cards and debit cards.
Please check the payment methods page for details.
Can I pay in installments when purchasing a carpet?
Yes, in addition to installment payments by credit card, you can also use Paidy to make up to 12 installments. The number of installments and terms vary depending on the payment method you use. When you check out, select the installment payment option and check the details. If you have any questions, please feel free to contact us via LINE.
How do I use LINE coupons?
Coupons distributed via LINE can be used when making purchases at the online store. When placing an order, enter the code you received via LINE in the "Coupon Code" field on the cart screen. If you are using the coupon at a store, simply show the coupon screen to the staff and the coupon will be applied.
Please tell me the shipping method and shipping fees.
- For purchases of 10,000 yen or more: Free shipping
- For purchases under 10,000 yen: Shipping costs are 600 yen.
Our shop mainly uses Yamato Transport, but we may use other logistics companies depending on the region and size of the product. Please note that we cannot accept requests to specify a logistics company.
Please check the delivery method page for details.
Can I do corporate transactions?
We will provide you with an individual quote based on payment terms, quantity, and amount. Please contact us by email.