Support & FAQs - PIGMENT TOKYO

Payment Method

Shipping and Delivery

We provide domestic and international shipping, including Asia, Oceania, North America, Central America, the Middle East, Europe, South America and Africa (only for areas and countries that can be delivered by DHL, EMS, or FedEx).
We may take some time to ship items during long holidays (summer break, Golden Week, year-end and New Year holidays, etc.), due to the temporary closure of some art material manufacturers. Please be aware of those holidays when you need to receive items early.

-Japan
Your items will arrive in 3-5 business days.
Shipping costs: JPY 1,000 Flat Rate Shipping
Free shipping to Japan for orders of JPY 20,000 excluding tax or more.

*Please note that an additional shipping charge (¥5,500) may apply for oversized items after placing your order. (i.e. canvases, fabrics, panels).
*Orders placed during the promotion period may take some time to be shipped if there is a large volume of orders. We apologize in advance for any inconvenience this may cause. Thank you for understanding.

-International
Your items will be shipped in 5-7 business days with DHL.

*Please note that additional shipping charges may apply depending on the shipping address (Remote Area), package size and quantity/weight of the order.
*Some parcels may be unpacked and checked by the delivery company or customs for safety purposes.
*We kindly ask you for your understanding that you may not choose the delivery company.
*There will be additional charges for customs clearance or import duty depending on the country in which you're receiving the product.
The package will only be delivered to you after paying the duties and taxes to the delivery company (DHL, EMS or FedEx). Customs policy varies widely from country to country, therefore, please contact your local customs office or delivery company directly in which you're receiving the products for further information.

DHL Express Delivery Services & International Shipping： https://mydhl.express.dhl/jp/en/help-and-support/faqs/duties-and-taxes.html

FedEx Duties and taxes： https://www.fedex.com/en-jp/customer-support/faq/duties-taxes-imported-goods.html

International Delivery		Weight (Including Packing Materials)
International Delivery		~2kg	2~5kg	5~6kg	6~7kg	7~8kg	8~9kg	9~10kg
Region	Asia	¥4,600	¥7,100	¥10,000	¥13,000	¥15,900	¥18,800	¥21,800
	India, Australia etc.	¥10,200	¥12,900	¥17,300	¥21,600	¥25,900	¥30,300	¥34,600
	U.S.A, Canada etc.	¥6,600	¥10,300	¥15,200	¥20,100	¥25,000	¥29,900	¥34,800
	Europe etc.	¥5,900	¥11,400	¥18,300	¥25,300	¥32,200	¥39,200	¥46,100
	UAE,Israel etc.	¥8,400	¥18,200	¥26,300	¥34,400	¥42,400	¥50,500	¥58,600
	South Africa etc.	¥8,800	¥18,600	¥27,600	¥36,700	¥45,800	¥54,900	¥64,000

International Delivery		Weight (Including Packing Materials)
International Delivery		10~11kg	11~12kg	12~13kg	13~14kg	14~15kg	15~16kg	16~17kg
Region	Asia	¥22,400	¥23,100	¥23,700	¥24,400	¥25,000	¥25,700	¥26,300
	India, Australia etc.	¥35,700	¥36,700	¥37,800	¥38,900	¥40,000	¥41,000	¥42,100
	U.S.A, Canada etc.	¥36,200	¥37,500	¥38,900	¥40,300	¥41,600	¥43,000	¥44,300
	Europe etc.	¥47,600	¥49,000	¥50,400	¥51,900	¥53,300	¥54,700	¥56,100
	UAE,Israel etc.	¥63,000	¥67,400	¥71,900	¥76,300	¥80,700	¥85,100	¥89,500
	South Africa etc.	¥68,100	¥72,200	¥76,300	¥80,400	¥84,600	¥88,700	¥92,800

International Delivery		Weight (Including Packing Materials)
International Delivery		17~18kg	18~19kg	19~20kg	20~25kg	25~30kg
Region	Asia	¥26,900	¥27,600	¥28,200	¥34,300	¥44,800
	India, Australia etc.	¥43,200	¥44,200	¥45,300	¥53,100	¥65,300
	U.S.A, Canada etc.	¥45,700	¥47,100	¥48,400	¥57,200	¥70,300
	Europe etc.	¥57,600	¥59,000	¥60,400	¥72,600	¥89,200
	UAE,Israel etc.	¥93,900	¥98,300	¥102,800	¥120,000	¥141,700
	South Africa etc.	¥96,900	¥101,000	¥105,100	¥124,800	¥148,800

* Please note that an additional elevated-risk surcharge of JPY 4,500 will apply to shipments to Israel.

International Delivery
Region	Asia
Weight	~2kg	2~5kg	5~6kg	6~7kg
	¥4,600	¥7,100	¥10,000	¥13,000
	7~8kg	8~9kg	9~10kg	10~11kg
	¥15,900	¥18,800	¥21,800	¥22,400
	11~12kg	12~13kg	13~14kg	14~15kg
	¥23,100	¥23,700	¥24,400	¥25,000
	15~16kg	16~17kg	17~18kg	18~19kg
	¥25,700	¥26,300	¥26,900	¥27,600
	19~20kg	20~25kg	25~30kg
	¥28,200	¥34,300	¥44,800
Region	India, Australia etc.
Weight	~2kg	2~5kg	5~6kg	6~7kg
	¥10,200	¥12,900	¥17,300	¥21,600
	7~8kg	8~9kg	9~10kg	10~11kg
	¥25,900	¥30,300	¥34,600	¥35,700
	11~12kg	12~13kg	13~14kg	14~15kg
	¥36,700	¥37,800	¥38,900	¥40,000
	15~16kg	16~17kg	17~18kg	18~19kg
	¥41,000	¥42,100	¥43,200	¥44,200
	19~20kg	20~25kg	25~30kg
	¥45,300	¥53,100	¥65,300
Region	U.S.A, Canada etc.
Weight	~2kg	2~5kg	5~6kg	6~7kg
	¥6,600	¥10,300	¥15,200	¥20,100
	7~8kg	8~9kg	9~10kg	10~11kg
	¥25,000	¥29,900	¥34,800	¥36,200
	11~12kg	12~13kg	13~14kg	14~15kg
	¥37,500	¥38,900	¥40,300	¥41,600
	15~16kg	16~17kg	17~18kg	18~19kg
	¥43,000	¥44,300	¥45,700	¥47,100
	19~20kg	20~25kg	25~30kg
	¥48,400	¥57,200	¥70,300
Region	Europe etc.
Weight	~2kg	2~5kg	5~6kg	6~7kg
	¥5,900	¥11,400	¥18,300	¥25,300
	7~8kg	8~9kg	9~10kg	10~11kg
	¥32,200	¥39,200	¥46,100	¥47,600
	11~12kg	12~13kg	13~14kg	14~15kg
	¥49,000	¥50,400	¥51,900	¥53,300
	15~16kg	16~17kg	17~18kg	18~19kg
	¥54,700	¥56,100	¥57,600	¥59,000
	19~20kg	20~25kg	25~30kg
	¥60,400	¥72,600	¥89,200
Region	UAE,Israel etc.
Weight	~2kg	2~5kg	5~6kg	6~7kg
	¥8,400	¥18,200	¥26,300	¥34,400
	7~8kg	8~9kg	9~10kg	10~11kg
	¥42,400	¥50,500	¥58,600	¥63,000
	11~12kg	12~13kg	13~14kg	14~15kg
	¥67,400	¥71,900	¥76,300	¥80,700
	15~16kg	16~17kg	17~18kg	18~19kg
	¥85,100	¥89,500	¥93,900	¥98,300
	19~20kg	20~25kg	25~30kg
	¥102,800	¥120,000	¥141,700
Region	South Africa etc.
Weight	~2kg	2~5kg	5~6kg	6~7kg
	¥8,800	¥18,600	¥27,600	¥36,700
	7~8kg	8~9kg	9~10kg	10~11kg
	¥45,800	¥54,900	¥64,000	¥68,100
	11~12kg	12~13kg	13~14kg	14~15kg
	¥72,200	¥76,300	¥80,400	¥84,600
	15~16kg	16~17kg	17~18kg	18~19kg
	¥88,700	¥92,800	¥96,900	¥101,000
	19~20kg	20~25kg	25~30kg
	¥105,100	¥124,800	¥148,800
Region	Africa, Middle East
Weight	~2kg	2~5kg	5~6kg	6~7kg
	¥8,100	¥17,600	¥26,400	¥35,200
	7~8kg	8~9kg	9~10kg	10~11kg
	¥44,000	¥52,800	¥61,700	¥65,600
	11~12kg	12~13kg	13~14kg	14~15kg
	¥69,600	¥73,600	¥77,600	¥81,600
	15~16kg	16~17kg	17~18kg	18~19kg
	¥85,600	¥89,500	¥93,500	¥97,500
	19~20kg	20~25kg	25~30kg
	¥101,500	¥120,500	¥139,500

* Please note that an additional elevated-risk surcharge of JPY 4,500 will apply to shipments to Israel.

Returns and Replacements

Return time and policies: If the item was damaged or defective, or if you received an item different from your order, please let us know within seven days of receipt of the delivery via Contact Us. In case of shipping damage, please let us know immediately.
You will not be able to exchange your item if it is no longer in stock, such as a limited product. Please note that we will not accept returns or exchanges in the following cases:

・returns and exchanges due to the customer (The color is different from the customer expected, etc.)
・returns and exchanges due to errors by the customer (Different paper size, etc.)
・over eight days from delivery
・items have been used
・damaged or stained by customer
・box or instructions are damaged, lost, stained or discarded
・processed or repaired by customer
・sale item
・ordered for customer

Returning cost: Customer will pay the return cost if the customer wishes to return the item. However, we will bear the return cost for the exchange of a defective item or wrong delivery.

Defective item: If you received wrong item or defective item, please let us know within seven days of receipt of delivery. We will bear the return cost for it and send a replacement or exchange immediately. Please note that you cannot request replacement or exchange after seven days from receipt of delivery.

Damages due to a Delivery Accident Risk of accidental damage to the product after we dispatch will be borne by the customer.

We take great care to manage, store, and deliver our products. But in the event a package is damaged or dirty when you receive it, please open the box and check the item condition before signature as the recipient.
If you are satisfied with the condition then you can receive your item.
If the item is damaged, you'll be able to indicate "Refused by addressee."
At the same time, you should request the local delivery post office to prepare a "Damage report."
The "Refused by addressee" item will be returned to the sender in Japan, unconditionally.
The "Damage report" will be used when querying the claim after the item has been returned to Japan.
Please inform us about the shipping damage via the Contact Us form.
Replacement product will be sent after checking and accepting the returned item.
However, in China, if the exterior suffers any damage, it will not be delivered.
The delivery post office keeps the item temporarily and notice of the damage will be sent to the addressee.
The recipient should visit the post office to check the condition of the item. The post office will create the "Damage report."

If there are no abnormalities on the exterior, but obviously the item was damaged during shipping, visit the local post office and ask it to prepare a "Damage report."
Then return the item to the sender (to us).
The "Damage report" will be used when querying the claim after the item has been returned to Japan.
Please inform us about the shipping damage via the Contact Us form.
Replacement product will be sent after checking and accepting the returned item.
However, the post office in China often does not prepare the "Damage report," but please keep asking until they prepare the report.

Inquiries

Membership Benefits


Membership Discount^* (Online Shop)	1%	2%	3%
Membership Discount^* (In Store)	1%	2%	3%
Membership Levels^**	Sign up for membership	Annual purchase amountJPY 30,000 or more	Annual purchase amountJPY 300,000 or more

Gift Wrapping Services

Make your gift extra special. Gift wrapping is available as a paid option for items purchased at the PIGMENT TOKYO online store.

Please select from the following three options:

・Shopping Bag (Paper Bag): ¥165 (tax inc.)
・Wrapping Bag: ¥165 (tax inc.)
・Gift Set (Shopping Bag & Wrapping Bag): ¥330 (tax inc.)

【How to Add Gift Wrapping】

After adding items to your cart, please select your preferred option from the “Add Gift Wrapping” button.
You may specify the required quantity after selecting the option.

●How to Add Gift Wrapping

1) Select the "Add gift wrapping" button in your cart.

2) A popup will appear. Check the box to the left of the gift wrapping option you wish to add.

3) Select the "Add" button in the bottom right corner.

4) Gift wrapping has been added to your cart.

If I request a gift wrapping service, will my items arrive already wrapped or will the bags be included separately?

Our staff will carefully wrap the items for you before shipping.
If you would like multiple items to be wrapped separately, please provide the details in the “Notes” before checking out. Please refer to the example below for how to format your instructions.

【Example】
Please prepare the gift wrapping as the follow instructions:
Bag 1: Gansai Tambi 12 Colors ×1, Tokusei Saishiki (Medium) ×1
Bag 2: Harmonia 12 Colors Set ×1, Bamboo Washi for Watercolor Art Card (Postcard Size) ×2

Can I specify the size of the shopping bag or wrapping bag?

Although we do not offer size selection, our staff will carefully choose the most suitable size based on the dimensions and shape of your selected items.

What should I do if I would like to have multiple items wrapped separately?

Please adjust the “Quantity” option on the cart page.
Once you add gift wrapping to your cart, you can change the quantity to your preferred number.
For example, if you would like multiple items to be divided into two separate gifts, please set the quantity to “2” and provide instructions in the “Notes” section, indicating which items should be placed in each bag.

Why does the message “This item is not eligible” appear on the cart page?.

Large or long-shaped items are not eligible for our gift wrapping service. To ensure all products are packaged securely for transit, items that exceed our standard wrapping sizes are automatically marked as “not eligible” by the system. Our priority is to ensure all your purchased items are delivered in perfect condition, and we appreciate your understanding.

Is it possible to purchase wrapping materials on their own?

Only shopping bags (paper bags) are available for individual purchase.
Wrapping bags are not sold separately.
If you would like to purchase a shopping bag, please place your order through the product page below.
Click here to purchase a shopping bag

Size	F	P	M	S
0	18.0×14.0	18.0×12.0	18.0×10.0	18.0×18.0
1	22.0×16.0	22.0×14.0	22.0×12.0	-
S.M	22.7×15.8	-	-	22.7×22.7
2	24.0×19.0	24.0×16.0	24.0×14.0	-
3	27.3×22.0	27.3×19.0	27.3×16.0	27.3×27.3
4	33.3×24.2	33.3×22.0	33.3×19.0	33.3×33.3
5	35.0×27.0	35.0×24.0	35.0×22.0	-
6	41.0×31.8	41.0×27.3	41.0×24.2	41.0×41.0
8	45.5×38.0	45.5×33.3	45.5×27.3	45.5×45.5
10	53.0×45.5	53.0×41.0	53.0×33.3	53.0×53.0
12	60.6×50.0	60.6×45.5	60.6×41.0	60.6×60.6
15	65.2×53.0	65.2×500	65.2×455	65.2×65.2
20	72.7×60.6	72.7×53.0	72.7×50.0	72.7×72.7
25	80.3×65.2	80.3×60.6	80.3×53.0	80.3×80.3
30	91.0×72.7	91.0×65.2	91.0×60.6	91.0×91.0
40	100.0×80.3	100.0×72.7	100.0×65.2	100.0×100.0
50	116.7×91.0	116.7×80.3	116.7×72.7	116.7×116.7

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