FAQ

We have posted frequently asked questions from our customers.
Please check before contacting us.

About purchase

Can I cancel my order

We do not accept cancellation of orders for works.

We can replace or repair the product after you receive it.

However, if there is an error in the name or address, or if there is a need to change or correct the details related to the delivery, if it is possible to change or correct it at the online boutique, please contact us. Please contact the Fauna Hepburn Client Desk.

In addition, if there is no contact or prior to contact, if delivery is not achieved due to incorrect information and redelivery is required, the redelivery cost will be borne by the customer. In this case, you will be required to pay the shipping fee for the cash on delivery delivery.

Is there anything I should keep in mind when ordering?

Please note that it may take up to 5 weeks from your order to ship due to availability of Fauna Hepburn.

Fauna Hepburn treats all of its creations and wrappings as living things, and operates with a minimum inventory in order to deliver the best freshness to our customers.
If the work is not in stock, it will be shipped in about 4-5 weeks as it will be made from scratch at the atelier after receiving the customer's order.
If in stock, it will be shipped in 2-5 business days.

After placing an order, we will check the stock status and inform you of the shipping time by e-mail confirming your order.

Please tell me the flow after ordering

The order is completed when the customer presses "confirm order" on the online boutique.
After placing an order, an order confirmation email will be automatically sent to the email address you registered.
When this e-mail is sent, the customer's order is confirmed, and if the product is in stock, we will prepare to ship it, and if not, we will start producing the product.
After confirming the stock, we will inform you of the estimated delivery time by e-mail.

What is the actual rate of returns and cancellations?

We offer a cancellation, return, and exchange policy to alleviate any concerns you may have before purchasing. However, in the two years since the brand launched, only one such incident has occurred, representing less than 1% of all purchases.

We are confident that our customers are satisfied with the balance between quality and price.
Please shop with peace of mind.

Isn't 1 carat too big or difficult for everyday wear?

While 1 carat is certainly a significant size,
it's not "flashy" but rather a size where "beauty stands out."

It's designed to naturally blend into everyday life,
so many people wear it not just for special occasions, but also for daily use.

In fact, we often hear feedback that it's "easier to wear than imagined."

Can I specify multiple shipping addresses for one order?

One delivery address for each order. If you wish to ship to multiple addresses, please place an order for each address.

Do you accept orders from overseas?

Regarding orders from overseas and delivery to overseas, it is possible to receive it depending on the region. Please contact the Fauna Hepburn Customer Desk. In the case of delivery to overseas, the shipping fee will be charged.

Can I purchase without registering as a member?

It is possible to purchase as a guest without opening a My Fauna account.

What are the benefits of registering as a member?

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What happens if a stone falls out or the chain breaks after I receive it?

Repairs are possible if the damage is within the scope of normal use.

Jewelry is meant to be worn for a long time, so we place importance on post-purchase support.

Even if an unexpected problem occurs, we will ensure it can continue to be used.

I don't want to make a mistake with a gift. What if it doesn't suit the recipient?

At our shop, we address concerns related to gifting, such as:

・Consultations on size and design
・Unique gift wrapping
・Exchange options in case of an issue

We provide as much support as possible beforehand so that there are no problems after the gift is given.

Can I really rest assured while waiting for my order to arrive?

Items in stock are usually shipped within 2-5 business days.
If an item is out of stock, it will take approximately 4-5 weeks for production.

In either case, we will keep you informed of the progress at all times.

We strive to provide attentive service so that you never have to worry about "when will it arrive?"

Can I consult with you before making a purchase via LINE or inquiry form?

Yes, you can.
If you are unsure about the size, design, or how to choose, you can consult us via LINE or our inquiry form.

We will never pressure you to make a purchase.
We hope you will choose only if you are completely satisfied.

Are there any cases where returns or exchanges are not possible?

In some cases, personalized items (e.g., those with specific sizes or engravings), items returned more than 30 days after arrival, or used items (provided the original wrapping can be reused) may be excluded from returns.

However, for items not yet used,
we offer flexible solutions for size or image discrepancies.

To avoid uncertainty about returns,
please inquire beforehand if you have any concerns.

I'm also considering other brands and natural diamonds. Why should I choose FAUNA?

We aim to be chosen for the "satisfaction" we provide, not just the price.

Top-grade diamonds,
Craftsmanship by domestic artisans,
And a pricing structure that eliminates excessive costs.

It's not about just one of these,
But optimizing the balance of all of them.

As a result, we create a situation where you feel "this is the right place to choose." We look forward to seeing you.

About your purchase

Can I cancel my order?

To ensure you can purchase with confidence, we generally accept order cancellations.
*This does not apply to limited-time, limited-quantity, or first-come, first-served pre-order items.

Are there any points to keep in mind when ordering?

Please note that due to Fauna Hepburn's stock status, it may take approximately 6 weeks from your order to shipment.

Fauna Hepburn treats all her creations and even their packaging as living things, operating with minimal stock to deliver them to customers at their freshest.

If an item is not in stock, we will create it from scratch in the atelier upon receiving your order, which is why it takes time. If an item is in stock, it will be shipped within 2-5 business days.

Please tell me about the process after placing an order.

Your order will be confirmed once payment is completed on the online boutique.
After your order is confirmed, an order confirmation email will be automatically sent to the email address you registered.
After your order is confirmed, we will notify you by email as soon as the estimated delivery time is known.

Can I specify multiple shipping addresses for one order?

Each order is limited to one shipping address. If you wish to ship to multiple addresses, please place a separate order for each shipping destination.

Do you ship internationally?

For international orders and deliveries, we may be able to accommodate depending on the region. Please contact the Fauna Hepburn Client Desk. For international deliveries, shipping fees will apply.

Can I make a purchase without registering as a member?

You can also make a purchase as a guest without creating a My Fauna account.

What are the benefits of registering as a member?

We can offer exclusive discounts to those with a My Fauna account.
You will also be able to check your order history and skip entering personal information when placing an order.

About payment

How can I pay?

We accept three payment methods:

・Credit card payment
Visa, Master Card, JCB, American Express and Diners are accepted.

・You can select this option if the delivery address for the COD product is your home. COD fee is free. However, it is limited to orders within 300,000 yen including tax.

・We will ship the work after confirming the payment by bank transfer. The transfer fee will be borne by the customer. Please note that we cannot accept requests for delivery dates.

Please tell me about safety

Fauna Hepburn's online boutique uses a payment system developed and operated by Shopify, the world's largest EC construction SAAS.
For this reason, we ensure the highest level of security in terms of security, including the encryption of payment information and the robustness of servers that store customer and payment information.
Due to this extremely high security aspect, Fauna Hepburn has selected and introduced the Shopify payment system.

Please tell me about the payment system

We use a payment service provided by Shopify for speedy payment.
Once you save your shipping address and credit card information in Shop Pay, you can save the trouble of entering information when you shop at stores that accept Shop Pay payment from the next time.

Regarding delivery

where is the shipping company

We use Yamato Transport and Sagawa Express for domestic deliveries.

Please tell me about the shipping fee

In principle, Fauna Hepburn will bear the shipping fee within Japan.
However, shipping fees will be charged for orders from Hokkaido, some areas of Okinawa, remote islands, and overseas, and for overseas deliveries.

Please tell me about the delivery time

The delivery time varies depending on the stock status.

Fauna Hepburn treats all of its creations and wrappings as living things, and operates with a minimum inventory in order to deliver the best freshness to our customers.

If the work is not in stock, it will be shipped in about 4-5 weeks as it will be made from scratch at the atelier after receiving the customer's order.
If in stock, it will be shipped in 2-5 business days.

After placing an order, we will check the stock status and inform you of the shipping time by e-mail confirming your order.
Please be aware that the delivery time is not fixed before ordering.

Can I specify the delivery date and time?

If you have any requests regarding the delivery date and time, please contact the delivery company directly based on the Yamato Transport package number, which is included in the e-mail sent by Fauna Hepburn when the shipment is completed.

Can you ship overseas?

Regarding orders from overseas and delivery to overseas, it is possible to receive it depending on the region. Please contact the Fauna Hepburn Customer Desk. In the case of delivery to overseas, the shipping fee will be charged.

Can I ship to an address other than my home?

As a general rule, we do not accept deliveries to addresses other than your home.
For security reasons, we do not accept deliveries to hotels, PO boxes, or delivery boxes.

Are there any precautions when sending a work directly to a recipient as a gift?

When purchasing a work as a gift, please be sure to enter the purchaser's information in the "Billing Address" field. We may not be able to meet your request if we are unable to verify your identity when modifying an order or making an inquiry.
Also, when sending a gift directly, we recommend that you enter the recipient's information in the "delivery address" field and let the giver know in advance that the gift has arrived.

Can I check the delivery status?

If you would like to check the delivery status, please contact the delivery company directly based on the package number that is included in the order confirmation email sent from Fauna Hepburn.

About wrapping

Do you have wrapping

All of Fauna Hepburn's works will be delivered with art of wrapping that expresses the concept of Life is Beautiful.

Wrapping is art and magic, and we are committed to making it the best wrapping in the world.
Therefore, whether it is a gift for a loved one or a gift for yourself, the wrapping is suitable for any occasion.

Care, Preservation & Repair

Please tell me how to take care of it

Please check the maintenance page for maintenance instructions.

Can you clean my jewelry?

We offer a variety of services including cleaning. See Services for details.

can you repair

Fauna Hepburn accepts repairs.
Details regarding repairs will vary depending on the work and condition, so please contact the Fauna Hepburn Client Desk from the inquiry form. We will also answer the cost and delivery time required for repair.

I lost one side of my piercing, can I purchase only one side?

If you lose one of your earrings, basically we can make a new one for you. Please contact the Fauna Hepburn Client Desk via Contact Us.
In addition, if the work is out of stock and a new work is produced, it may take about 4-5 weeks to deliver.
Also, please note that we may not be able to make it depending on the type, design and material of the work.

I lost my earring catch

Please contact us so that we can check the shape of your pierced earrings and prepare an appropriate catch. However, please note that we may not be able to respond depending on the design and material.

The clasp on my necklace is broken, can you fix it?

We will provide a repair service.
Please contact the Fauna Hepburn Client Desk via Contact Us.

About the work

Please tell me the size of the work

The size of the work is described on the detail page of each work.
If you want to check all at once, please check the size guide .

I lost the product warranty

All works come with a certificate of authenticity by Fauna Hepburn, so please keep it in a safe place. Please contact us if you need a reissue.