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.
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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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.
Is there a cash on delivery fee?
In principle, Fauna Hepburn will bear the cash on delivery fee.
However, in the case of Reservation & Repair, if the repair is due to the customer's responsibility such as improper use, the customer will be responsible for the cash on delivery fee when returning the work after repair.
Is there a bank transfer fee?
Bank transfer fees are the responsibility of the customer. Fees vary depending on your bank.
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.
About initial treatment
There is a problem with the item I received. Can I return/exchange/repair it?
We do not accept returns.
Exchanges or repairs are possible within 30 days from the date of purchase of the work (the date of purchase stated on the guarantee card enclosed with the work), if the initial treatment conditions described below are met.
<Initial treatment conditions> ・The work must be in a new and unused condition. ・Each Art of Wrapping item in the shipping box must be in a new condition. ・The shipping box must be reusable and clean. All items must be in like-new condition.・No personalization has been done.
If you would like an initial treatment, please contact the Fauna Hepburn Client Desk via Inquiries.
Can I return/exchange/repair the work I received as a gift?
We do not accept returns, but exchanges and repairs are possible. Please contact Fauna Hepburn if you are interested.
If the recipient of the gift requests a replacement or repair, please note the following. ・The email regarding the exchange will be sent to the email address registered in the original order. If the email address of the gift purchaser is registered, an email will be sent to the purchaser. ・In order for the email regarding the delivery of the exchanged item to be delivered to the gift recipient, it is necessary for the recipient to register as a customer.
Is there a delivery charge for replacement/repair?
In principle, Fauna Hepburn will bear the cost.
However, if it is judged that the defect of the work is caused by the customer, the delivery fee will be charged.
In addition, if Fauna Hepburn determines that the work does not meet the initial treatment conditions after receiving the work from the customer and rigorously examining it, the customer will be responsible for the return shipping fee.
How long will it take to receive the replacement item?
If the item to be exchanged is in stock, we will ship the replacement item about a week after the returned item arrives. If there is no stock, it may take about 4-5 weeks for delivery as it takes time to create the work.
How many times can I exchange
There is no particular limit on the number of times within 30 days of purchase. However, we will check the status of the work by e-mail, and only if Fauna Hepburn judges that the initial treatment conditions are met and that the exchange is optimal, the exchange will be carried out.
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.
