I made an order but have not received the confirmation email. What do I do?

If you have not received the confirmation email to the address you have registered with, please check your spam mail folder. If you have not received it there either, please check to make sure you have registered with the correct email address. If both of those solutions do not solve your problem, please contact us at shop@piano.tt.

How can I stop receiving the mail magazine?

How can I stop receiving the mail magazine? Please email us with a note that you would like to stop receiving the mail magazine along with your email address to shop@piano.tt

Can I make a cancellation after placing the order?

If you wish to cancel after placing the order, please contact shop@piano.tt with details. If the purchase has been already shipped, we may not be able to respond to the cancellation.

Please tell me about return policy of damaged, contaminated or false ordered products?

We can only exchange the order after we confirm that the damage or contamination happened during the shipping process. Please send back the purchase within 8 days of arrival with ship freight collect shipping, along with the reason written on the packing slip that is enclosed in the order. After receiving the returned purchase, we will ship you a new one as soon as possible.
If you wish to return a purchase due to false order, please write the reason on the packing slip enclosed in the order and return it within 8 days of arrival. In this case, we ask you to pay for the shipping.
For items that have been opened and used, we do not accept any returns or exchanges.

What do I do when I could not receive the order due to being away for a long period of time?

If the purchase is returned to us due to long term absence of recipient or unknown address, we will contact you via email or phone. If we cannot get in touch with you for a month, we will automatically cancel the order.

Is it possible to place an order from overseas?

Yes it is possible.

How long does it take for the order to arrive?

Domestic: within 15 days
Overseas: approximately 15 - 30 days (*depending on the region)
*New years and bank holidays excluded
Please note that these are indications so we cannot guarantee the exact shipping days.

Who do I contact for questions?

Please contact shop@piano.tt for questions.
We respond in both English and Japanese.