Terms of service

OVERVIEW

 Welcome to www.takaokaya-kyoto.com. Throughout this site, the terms "we," "us," and "our" refer to Takaoka Futon Co., Ltd. (Brand: Takaokaya). Takaoka Futon Co., Ltd. operates this website and online store—including all information, content, features, tools, products, and services available from this site (the "Services")—conditioned upon your acceptance of all terms, conditions, policies, and notices stated here. Our store is hosted on Shopify Inc., which provides the online e-commerce platform that enables us to offer these Services and sell our products to you. By visiting our site or purchasing from us, you engage in our Services and agree to be bound by the following terms and conditions ("Terms of Service", "Terms"), including any additional terms, conditions, and policies referenced herein. Please read these Terms of Service carefully before accessing or using our website. If you have any inquiries or concerns, please contact us directly so we can resolve the matter amicably before taking formal legal action.

SECTION 1 - GENERAL & ACCOUNT CONDITIONS
These Terms govern your access to and use of the Services and constitute a legal agreement between you and Takaoka Futon Co., Ltd. By accessing or using the Services, you agree to be bound by these Terms. If you do not agree to all terms and conditions of this agreement, you may not access the website or use any Services.

  • Eligibility: By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state, province, or country of residence.

  • Account & Information Accuracy: To complete a purchase, you may need to register an account or provide accurate, current, and complete purchase, delivery, and billing details. You are solely responsible for maintaining the confidentiality and security of your account credentials.

  • Privacy Policy: Your use of our Services is also governed by our Privacy Policy. Please review it to understand how we collect, use, and protect your personal information.

SECTION 2 - PRODUCTS & MADE-TO-ORDER POLICY
 All products offered by Takaoka Futon Co., Ltd. are made-to-order and individually handcrafted by skilled artisans. Once your order and full payment are confirmed, we will set the workshop schedule and commence production. Estimated lead times prior to shipment are calculated in business days (excluding weekends, Japanese national holidays, Golden Week, and Summer/Winter factory closures). Please note that additional manufacturing time may be required during peak seasons at the workshop.

  • Standard Handcrafted Production: Approx. 14–21 business days

  • Water-Repellent Processing: Additional 7–10 business days

  • Embroidery Processing: Additional 7–10 business days

  • Hanakomon (Silkscreen Print) Processing: Additional 7–10 business days

  • Production Example: For an Ojami Cushion requiring both Water-Repellent and Hanakomon print processing, total production time before dispatch will take approximately 28–35 business days (14–21 base days + additional 7–10 days + additional 7–10 days).

  • Handcrafted Nature Disclaimer: Because every item is individually handcrafted by artisans, slight individual variations in size, thickness, and finish naturally occur. We appreciate your understanding.

  • Product Information: While we strive to ensure accuracy, we do not guarantee that product descriptions, pricing, images, or availability are completely error-free or current at all times.

  • Color & Texture Representation: We make every effort to display product colors and textures as accurately as possible. However, actual visual representation may vary depending on your display settings and monitor calibration. Please contact us prior to ordering if you have specific color combination questions.

  • Corrections: We reserve the right to correct any errors, inaccuracies, or omissions, and to change or update information or pricing at any time without prior notice.

  • Definition of Lead Time: Stated lead times refer strictly to manufacturing and processing business days. They do not include weekends, national holidays, company closures, or transit times required by international shipping carriers.

SECTION 3 - ORDERS, PAYMENT, & PRICING

  • Ordering Methods: Products may be ordered via our online store (www.takaokaya-kyoto.com) or directly through email.

  • Information & Authority: When placing an order, you agree to provide current, complete, and accurate billing, shipping, and payment details. You represent and warrant that you have the legitimate right to use your selected payment method. By submitting payment details, you grant us permission to share necessary information with third-party payment processors to complete your transaction.

  • Order Confirmation & Production: Upon placing an online order, an automated "Order Confirmation Email" will be sent to your registered email address. Please be sure to review its contents. If you do not receive the email or notice any errors, please contact us immediately. Production begins as soon as full payment is verified.

  • Dispatch & Tracking: Once your handcrafted item is completed and dispatched, a "Shipping Confirmation Email" containing your courier tracking number will be sent to you. If you do not receive the email or notice any errors, please contact us immediately.

  • Email Orders: For orders initiated via email, please contact us directly. We will guide you through the custom ordering process and invoice payment options.

  • Payment Methods: We accept major credit cards—including Visa, MasterCard, and American Express—as well as express checkout options like Shop Pay via our online store. For custom orders placed directly over email, our representative will generate a custom payment link and guide you through your payment options. Registration with third-party payment providers may be required. An order is formally accepted and processed once full payment is completed.

  • Pricing & Taxes: Prices listed on the website do not include shipping fees.

    • Domestic (Japan) Shipping: Japanese consumption tax applies to both product prices and shipping charges.

    • International Shipping: Japanese consumption tax is exempt. Prices and shipping fees calculated at checkout do not include import-related costs in the destination country (such as customs duties, taxes, VAT/GST, courier handling fees, etc.). You assume full responsibility for paying all local customs duties and taxes levied by the destination country and completing customs clearance procedures. As we cannot predict or estimate these fees, all necessary payments are your responsibility.

  • Pricing Errors: If a product is mistakenly listed at an incorrect price, we will notify you via email prior to shipment. We reserve the right to correct the error, update the price, or cancel affected orders.

SECTION 4 - SHIPPING, DELIVERY, & CUSTOMS DUTIES
 Once manufacturing is complete, orders are generally prepared for shipment within 1–3 business days, and a notification email with tracking information will be issued.

  • Carriers & Shipping Charges: Our primary international carriers are EMS, UPS, and DHL, but we reserve the right to use alternative services (or accommodate requests). Shipping charges are calculated automatically at checkout prior to payment. If unexpected carrier fees apply—such as peak-season fees or remote delivery surcharges—we will contact you for confirmation and payment before dispatching your order.

  • Transfer of Risk & Loss: Once an order is handed over to the shipping carrier, all risk of loss, damage, and responsibility regarding delivery transfers to the carrier. Takaoka Futon Co., Ltd. cannot assume liability for carrier delays, lost packages, misdeliveries, or damage during transit. Please check tracking information and contact the shipping carrier directly to resolve delivery issues.

  • International Customs Duties & Import Fees: Orders shipped outside Japan may be subject to import duties, taxes, and customs clearance fees levied by the destination country. You assume full responsibility for paying all applicable import charges and fulfilling local customs requirements. We have no control over these fees and do not collect or pay them on your behalf.

SECTION 5 - CANCELLATIONS, RETURNS, & REFUNDS
 Because all products are custom-made (made-to-order) specifically for you, strict return conditions apply.

  • Cancellations: Orders cannot be canceled once placed, unless a written request (via email) is received within 24 to 48 hours of purchase under special circumstances. For approved cancellations, the refunded amount will be calculated after deducting non-refundable third-party payment processing fees (such as credit card processing or currency conversion fees); we cannot refund the full original purchase price. Once fabric cutting or manufacturing has commenced, orders can no longer be canceled.

  • Returns & Exchanges: Due to the custom, handcrafted nature of our products, we do not accept returns, exchanges, or refunds for customer preference, personal taste, or ordering errors. Returns and exchanges are strictly limited to cases where we shipped an incorrect product, or where we acknowledge that the product arrived with severe manufacturing defects.

  • Wrong Shipments or Defective Items: We take extreme pride in our quality control. Please unpack your products immediately upon arrival. In the event that you receive an incorrect product or a product with severe manufacturing defects, please follow these steps:

    1. Contact Us: Email intl@takaoka-kyoto.jp within 3 days of delivery.

    2. Provide Documentation: Include your order number, a detailed description of the issue, and clear photographs showing the product, tags, and packaging materials.

    3. Item Condition: Products must be unused, unwashed, with all original tags attached, and in their original packaging.

  • Please do not return products without prior written authorization from us. If verified by us as a manufacturing defect or shipping error, we will arrange a replacement or resolution at no additional cost to you.

SECTION 6 - THIRD-PARTY TOOLS & SHOPIFY RELATIONSHIP
 Our store is hosted on Shopify Inc., which provides the technical platform for our e-commerce operations. However, the contract of sale is strictly between you and Takaoka Futon Co., Ltd. You agree that Shopify is not liable for any claims, losses, or issues arising from your purchase or use of this site. We may also provide access to third-party tools or links to third-party websites over which we have no control. These are provided "as is" and "as available" without warranties of any kind. Your use of third-party tools is entirely at your own risk.

SECTION 7 - INTELLECTUAL PROPERTY & COPYRIGHT
All content on www.takaokaya-kyoto.com—including text, graphics, logos, images, digital downloads, and visual designs—is the property of Takaoka Futon Co., Ltd. or its content suppliers and is protected by international copyright, trademark, and intellectual property laws. No portion of this site may be reproduced, duplicated, copied, modified, distributed, or transmitted without our express written permission.

SECTION 8 - DISCLAIMER OF WARRANTIES & LIMITATION OF LIABILITY
 This site, its content, and all products provided through the site are delivered on an "as is" and "as available" basis without warranties of any kind, either express or implied, including title, merchantability, or fitness for a particular purpose. Notwithstanding any other provisions of these Terms, in the event that Takaoka Futon Co., Ltd. is found liable to you for damages, unless caused by intentional misconduct or gross negligence on the part of Takaoka Futon Co., Ltd., such damages shall be limited to actual, direct, and ordinary damages incurred, and the total compensation amount shall not exceed the purchase price of the product you purchased. All purchases are made at your own risk. In the event of damage or loss incurred during transit, please first liaise directly with the shipping carrier.

SECTION 9 - INDEMNIFICATION
Except in cases attributable to the fault of Takaoka Futon Co., Ltd., you agree to indemnify, defend, and hold harmless Takaoka Futon Co., Ltd., its officers, directors, employees, agents, and affiliates from and against any claims, liabilities, damages, losses, costs, or expenses (including reasonable attorneys' fees) arising out of or related to your use of the site or your breach of these Terms of Service.

SECTION 10 - GOVERNING LAW, LANGUAGE, & DISPUTE RESOLUTION
These Terms of Service shall be governed by and construed in accordance with the laws of Japan, without regard to its conflict of law principles. Any and all disputes arising from or in connection with matters specified or not specified in these Terms shall be subject to the exclusive jurisdiction of the Kyoto District Court of Japan as the court of first instance. The official legal version of these Terms is executed in Japanese. In the event of any conflict or discrepancy between a translated version and the Japanese original, the Japanese version shall prevail. Any disputes regarding matters not provided for in these Terms shall first be resolved through direct, good-faith consultation between Takaoka Futon Co., Ltd. and the customer.

SECTION 11 - CONTACT INFORMATION
Questions about the Terms of Service or your order should be sent to us at intl@takaoka-kyoto.jp.