Shopping Guide
1. Order Changes & Cancellations
As all of our products are one-of-a-kind items, we are unable to accept changes or cancellations once payment has been completed.
If you have a preferred delivery date, please be sure to specify it in the notes section at the time of ordering.
2. Shipping
(1) Shipping Schedule
For domestic orders within Japan, items will be shipped within 7–10 business days after payment confirmation.
Please note that shipping may be delayed during peak seasons, year-end and New Year holidays, or due to weather conditions.
Once your order has been shipped, we will send you an email containing the tracking number.
At present, we do not offer international shipping through our online store.
For overseas orders, please contact us separately.
(2) Shipping Delays
Delays may occur due to peak delivery periods, holidays, or adverse weather conditions.
Returns or refunds due to shipping delays cannot be accepted.
(3) Shipping Fees
Domestic shipping within Japan is free of charge.
At present, we do not offer international shipping through our online store.
For overseas orders, please contact us separately.
(4) Delivery Areas
Delivery may not be available in certain areas depending on the carrier.
Please note that we do not ship to remote islands.
(5) Delivery & Installation
Returns due to inability to carry the item into your space cannot be accepted.
Please be sure to check product dimensions and delivery access routes before purchasing.
3. If Your Item Has Not Arrived
(1) Order Confirmation Email Not Received
After completing your order, an automatic confirmation email will be sent.
If you use spam filters or security software, please check that our emails have not been routed to your spam or junk folder.
If you are using a mobile email address, please ensure that domain restrictions are not blocking emails from us.
If you still cannot find the email after checking your settings, your order may not have been successfully received.
Please contact us at info@ro-prj.com
(2) Confirmation Email Received but Item Has Not Arrived
Once your order has shipped, we will send an email with the shipping carrier and tracking number.
Please check the delivery status using the information provided.
If your item has not arrived, please contact us at info@ro-prj.com
with your order number and name.
4. Payment Methods
We accept credit cards and other payment methods designated by our store.
5. Returns & Exchanges
We take every precaution to ensure product quality.
If you receive a defective item or an item different from what you ordered, please return the product and we will issue a refund.
To verify the condition upon arrival, we may request photographs of the packaging materials.
Please retain all packaging materials for a period after delivery.
Returns and refunds are accepted only if you contact us within 5 business days of delivery, following our designated procedure.
Exclusions / Non-Returnable Cases
The following cases are not considered defects and are therefore not eligible for return or exchange:
Natural characteristics of wood
To preserve the natural texture of the material, variations such as gaps, scratches, knots, cracks, and color differences may occur. These are inherent characteristics of natural wood.
Knots, color variations, grain differences, dents
These are unique qualities of natural wood and do not constitute defects.
Differences between images and actual products
While we strive to accurately represent colors and textures, differences may occur due to monitor settings, lighting conditions, or device displays.
Minor scratches or dents during shipping
Minor surface imperfections that do not affect use are not considered defects.
Damage after unpacking or use
Damage or stains caused after delivery, including changes due to environment or aging, are not eligible for return or exchange.
Please follow our recommended care instructions.
(1) In the Case of a Defective Item
Please email info@ro-prj.com
with the following information:
Customer name
Order number
Product name
Description of the defect
Photos of the affected area
If the defect is determined to be caused by shipping damage, we may ask you to communicate directly with the shipping carrier.
Please note:
We cannot assist with repacking or disassembly; customers are responsible for repackaging returned items.
Please retain all packaging materials.
If return shipment is not feasible, we may request disposal by the customer.
(2) If You Receive an Incorrect Item
Please email info@ro-prj.com
with:
Customer name
Order number
Product name originally ordered
Refund Method
If the billing cutoff date has not passed, the charge will be canceled.
If it has passed, a refund will be issued via bank transfer.
Effective Date: January 2026