FAQ

Questions & Answers

Before ordering

Do you have a question before ordering?

Where do you deliver?

We ship your orders as soon as possible throughout the European Union and almost anywhere in the world. The shipping costs are free of charge, regardless of the destination of the package. Here is the exhaustive list of countries served:

Europe: All European countries.

Greater Europe : Albania, Armenia, Azerbaijan, Belarus, Bosnia, Bulgaria, Denmark, Georgia, Hungary, Iceland, Ireland, Latvia, Lithuania, Macedonia, Moldova, Montenegro, Norway, Poland, Romania, San Marino, Serbia, Slovenia, Slovakia, Sweden, Switzerland, Ukraine, United Kingdom.

Africa: Algeria, Morocco, Tunisia. Middle East: Israel, Turkey.

Asia: Australia, China, India, Japan, Hong Kong, Russia, Singapore, South Korea, Taiwan, Thailand, Vietnam.

Overseas: Guadeloupe, French Guiana, Reunion, Martinique, Mayotte, Saint Barthélemy, Saint Martin, Saint Pierre et Miquelon, New Caledonia, French Polynesia, Southern Territories, Wallis & Futuna.

America: Canada, United States, Greenland.

Latin America: Antigua and Barbuda, Bahamas, Barbados, Bermuda, British Virgin Islands, Mexico, Samoa.

What are the shipping costs for my order?

As seen in the paragraph above, the shipping costs are free of charge regardless of the destination of the package.

What are the delivery times?

Once payment is confirmed, your orders are shipped as soon as possible. If there is stock on the ordered products, they usually leave the same day or the next day. However, some products may still be drying. In this case, we will contact you to inform you about the shipment of your order.

We decline any responsibility as for the lengthening of the delivery periods because of the conveyor, in particular in the event of loss of the products, strike, war, attack, natural disaster or pandemic.

What are the accepted payment methods?

The following payment methods are available:

  • Paypal
  • Credit cards
  • Stripe

Delivery

Do you have a question about the delivery of your order?

My package is taking a long time to arrive, what should I do?

In case the delivery of your order is longer than expected, do not hesitate to contact us directly via the contact form.  You can also contact the carrier directly via your tracking link if the package has been delivered.

My order has been returned to the sender, what should I do?

In this case also, do not hesitate to contact us directly via the contact form, do not forget to indicate your order reference and your coordinates.

After your order

Do you have a question following your order?

How do I track my order?

When your order is shipped, you will receive an e-mail with the tracking number of your package. Remember to keep an eye on your spam folder in case you haven’t received it.

If you have any questions about your order, please feel free to contact us via our contact form.

I want to modify my order, add or delete a product, how do I do?

You can send your order modification request by specifying the product and the quantity via our contact form. Since orders are processed quickly, it is possible that the order has already been sent when we read your message. Therefore, we cannot guarantee that the change will be taken into account but we will do our best to satisfy your request.

I have accepted a package with one or more damaged products, what should I do?

Write us via the contact form and send us the following elements:

  • Photo of the box.
  • Photo of the shipping label affixed to the box of the package.
  • Photo of the damaged products.
My order arrived incomplete, what should I do?

Write to us via the contact form indicating the missing product and send us the following items:

  • Photo of the carton.
  • Photo of the shipping label affixed to the box of the package.
  • Photo of the order received.
  • Photo of an ID (license, passport, ID card).
How do I return a product?

In accordance with article L.121-20 of the French Consumer Code:

The consumer has a period of 14 days from the day after he takes possession of the goods or accepts the offer for a service without justification or payment of penalties on his part, except, where appropriate, the cost of return. The consumer can derogate from this deadline in case he could not move and where he would need to call upon an immediate and necessary service for his living conditions. In this case, he would continue to exercise his right of withdrawal.

The product must be returned in its original packaging, unopened, sealed, accompanied by all original accessories to the following address

Japanese linocut (returns)
163 chemin de Rollion
01800 Saint-Jean de Niost

Any opened, damaged or unsealed package will not be refunded!

It is advisable to keep all proofs provided by the carrier for the return of your package and to indicate your order number. In case of exercising the right of withdrawal, the customer will have the choice to ask for the refund of his order except for the shipping costs, the return remains at his expense.

If the order was paid by credit card, the customer will be refunded directly to his credit card, the account associated with the credit card is re-credited, if the customer has paid by Paypal, it will be refunded by Paypal.

The refund period is 14 days maximum from the date of the withdrawal request.

In case of abusive or unjustified returns, the company Japanese linocut reserves the right to refuse the refund as well as any subsequent order.

How do I get an invoice for my order?

Log in to your Customer Account in the “Order History” section, just click on PDF in the “Invoice” column to download it.

Customer Account

Would you like more information about your customer account?

I can’t connect to my customer account, what can I do?

Do not hesitate to check that there are no typing errors in the information you have entered. You can reset your password directly on our site in the login area. You will then receive the instructions by email, remember to check your spam if necessary.

If you still have problems to connect, do not hesitate to come back to us directly via the contact form available on the site.

I want to delete my customer account

Send us your deletion request via the contact form. Once your account is deleted, you will be able to create a new account at any time.

free shipping

Free shipping

numbered artisanal creations

numbered artisanal creations

Secure payment

Secure payment
Payment 3x free of charge

Careful packaging

Careful packaging

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