Changing & Adding & Cancelation
Changing your custom order
● Changing the custom options
If it is before confirming the draft or during the confirmation, you are able to change options. Please choose the options you would like. If there would be any price differences, you will need to proceed as below.
・If you would like to add the paid options, we'll issue you a free shipping coupon. Please contact us and get the coupon code, then make a purchase using it.
・If you would like to cancel your paid options, we will give a partial refund via original payment method, PayPal or Stripe. The refund process may take some time depends on your credit card company’s refund policies. Please note that may take maximum 30days.
Please note...
・Once you confirm the draft, you are not able to change or cancel your order.
・If you have ordered without options or any stamps ordered refer from Instagram or sample images, we will not provide the drafts. After you placed the order and only if your order has not produced yet, you would be able to add the options so please contact us as soon as possible from “Contact” page.
・Please note that we are not able to add any options once your order has produced.
● To change the main design
You can change the main designs within 24hours after you placed your order. We will cancel your whole order and you will need to re-place a new order. We will refund the money via original payment method which is PayPal or Stripe. Once it’s over 24hours, we are not able to change the main designs. The refund process may take some time depends on your credit card company’s refund policies. It may take maximum 30days.
Cancelation
You can cancel your order within 24hours after you placed your order.
We will refund the money via original payment method which is PayPal or Stripe. The refund process may take some time depends on your credit card company’s refund policies. It may take maximum 30days.
Additional Order
We will combine with the previous order so please contact us from “Contact” page. We will issue a free shipping coupon for you and tell you the coupon code. Please make the additional purchase using it.
Changing payment method
We can only accept one credit card for an order.
After you placed your order, we can not change the payment method.
If you would like to change your payment method, you need to cancel your order and re-place a new order with the payment method you would like to proceed with.
We will refund the money via original payment method which is PayPal or Stripe. The refund process may take some time depends on your credit card company’s refund policies. It may take maximum 30days.
Changing “Ship To” information
Please contact us from “Contact” page if you would like to change the “Ship To” information.
Exchange & Return
We are not accepting any returns except defective items.
If you received defective items, we will exchange or refund them.
Please contact us with the following information in 7days after receiving the items.
For refund process, only original payment method to your account is available.
・Order confirmation number
・Product name
・Defective items’ details
・Pictures of defective parts
→Please send us close up pictures as well as the pictures that show the entire product
Once we confirm your email, we will tell you how to proceed with details. We'll pay the shipping fee for the defective item's exchange.
Please note...
We are not able to exchange or refund if it’s anything as below,
・Over 7days after receiving the items
・Used items
・Damaged by customers
・Exchange to a different item
Wholesale & Resell
Wholesale
We produce and sell our original products directly to customers all over the world. If you are willing for wholesale, please contact us from “Contact” page with your store’s information in detail. We will go over and respond to you. Please see “Other Product” for items that are available for wholesale.
Please note that...
*We don't wholesale the handmade stamps because they aren't for mass production.
*We can't deal with stores that are not independent, such as Etcy, Taobao and so on.
Resell
We do not accept any orders & bulk purchase for the resell purposes due to production limitation and cause the longer wait for other customers. If we find you reselling our products, we may refuse your next order.
Copyright & Custom-Ordered Designs
All the stamps including semi-customized stamps are under Hana Rakui’s copyright. Using any of stamps for business purposes such as logo and packages of your commercial products are not allowed at any time. We may produce exactly the same designs for other customers if they requested the same customization as you did. If we found you do that, we would refuse your next order.
Privacy Policy
When you provide us your personal information to complete a transaction, verify your credit card, place an order or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only as below.
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
Purposes
The personal information we collect is as below,
a) Name
b) E-mail address
c) Address
d) Phone number
e) Order information
f) Credit card information
While you put the personal information, we use SSL (Secure Sockets Layer) to avoid any interception, interference and/or falsification.
※SSL ensures that all data transmitted between the web server and browser remains encrypted for security purposes.
We use your personal information as above, only for sales, shipping and customer support.
Subcontractor
Our subcontractors manage orders, shipping and online payments.
They are not allowed to use any personal information other than for their tasks.
There are no other contractors except lists below.
● E-commerce – online store platform
Contractor: WiX.com
Our online store is constructed by WiX.com. Therefor, except the payment, all the personal information such as a)〜e) will be managed and inquired by using functions of WiX.com.
● Shipping
Contractor: Japan Post Co., Ltd.
They will use all the information such as a)〜e) for international shipping purposes. Regarding e), for your country’s custom and duty, we are required to state the details of the products as well as their prices.
● Online payments
Contractor: PayPal and Stripe
For international online payments, they will use the credit card information, name and expiration date. Your credit card information remains encrypted and we are not able to access.
Social media (@rakuihana)
● Posting pictures of custom-ordered stamps
We use Instagram to provide information for stamp orders to give better ideas for our customers. We may post your custom-ordered stamps as examples.
● Instagram Direct Message
We usually contact you via email but if customers contact us via Instagram Direct Message and/or email does not work properly, we will contact the customer via Instagram Direct Message. We may use this to ask you your personal information if needed.