FAQ
Before you buy
What are the shipping fees?
What are the shipping fees?
Same-day shipping and pre-orders: flat rate of ¥600 nationwide (*Hokkaido and Okinawa +¥700)
Except Hokkaido, Okinawa and remote islands, free shipping nationwide on purchases of ¥6,000 or more.
Large items delivered to Hokkaido and Okinawa cost ¥3,000 per item.
How long does delivery take after I order?
How long does delivery take after I order?
Items with different delivery times on their product pages are shipped separately.
Regular items: orders paid by 9 a.m. ship the same day.
Art posters: delivered within 5-7 business days.
Pre-orders: shipped within 1-2 business days of arrival. The expected arrival date is given on each product page.
Made to order: see each product page.
The item I want is out of stock. Will it be restocked?
The item I want is out of stock. Will it be restocked?
We plan restocks so that as many customers as possible can get the items they want, but popular items may sell out soon after restocking. Thank you for your understanding.
To be notified of restocks, please sign up for our Newsletter.
Can I choose the delivery date and time?
Can I choose the delivery date and time?
Yes. If you have a preferred delivery date and time, enter it in the notes field on the cart page.
Yamato Transport’s delivery time slots (hours) are as follows.
[Morning] [14-16] [16-18] [18-20] [19-21]
Please note that we may not always be able to meet your preferred delivery date and time.
Can I contact you by phone?
Can I contact you by phone?
誠に恐れ入りますが、弊社では現在お電話でのお問合せ窓口を休止しており、メールのみ対応しております。
公式サイトの《お問合せ》ページ、または、hello@officialbauhaus.jp からお問い合わせが可能です。
カスタマーサポートセンター営業時間：
平日 9：00～17：00 土日祝、年末年始を除く
通常24時間以内（土日祝を除く）に、メールにてご回答しております。
Where do I enter a coupon?
Where do I enter a coupon?
You can enter a coupon code on the final payment page at checkout. *During sales, some items cannot be combined with coupons.
Is a delivery note or receipt included?
Is a delivery note or receipt included?
To lighten the shipping workload and protect the environment, Bauhaus Japan does not include delivery notes or receipts with products. If you need a receipt, we’ll issue an electronic one: just say so in the notes field on the cart page.
After you buy
Can I cancel after ordering?
Can I cancel after ordering?
Yes. Contact us from the order confirmation email by 9 a.m. on the day of the order.
We cannot accept cancellations after the order has been processed. Thank you for your understanding.
I ordered by mistake. Can I change my order?
I ordered by mistake. Can I change my order?
We accept changes to orders (delivery date and time, color, etc.).
Please contact us via the contact form by 9 a.m. on the day of the order.
I’m not sure my order went through.
I’m not sure my order went through.
After you order, we automatically send an order confirmation email.
Automatic emails are sent from the “@officialbauhaus.jp” domain.
If you don’t receive our email, please check your email settings and spam folder.
*Automatic emails may take from a few minutes to a few hours to arrive.
Can I return or exchange an item?
Can I return or exchange an item?
Returns and exchanges are possible only if the item you received is damaged or soiled beyond repair, or is different from what you ordered.
*We cannot accept returns or exchanges for reasons of customer preference, such as a change of size or color, or the item looking different from what you imagined.
For defective items, we will exchange the item for a replacement or give a full refund.
Please contact us within 7 days of receiving the item.
Including the following helps us respond smoothly:
• Order number
• Name on the order
• The defect (please attach photos or a video)
About payment
What payment options are available?
What payment options are available?
Payment options are as follows.
• Major credit cards
American Express, MasterCard, Visa, JCB
• Amazon pay, Applepay, Googlepay
• Paypay
• Paidy (pay later)
• Rakuten Pay
• Convenience store (prepayment)
• Bank transfer (prepayment)
Cash on delivery
[Convenience store prepayment / bank transfer]
After your purchase, in addition to the order confirmation email, you’ll receive an email about “Payment to Bauhaus Japan” from “no-reply@komoju.com.” It contains the payment number and other details needed to pay at a convenience store; please check it and then complete payment at the store.
You can pay at Lawson, FamilyMart, Daily Yamazaki, Seicomart and Ministop.
[Cash on delivery]
If you choose cash on delivery, pay the driver the price of the item plus a fee when you receive it.
You can pay in cash, by credit/debit card or by e-money.
Cash on delivery fee (tax included)
Up to ¥9,999: ¥330
Up to ¥29,999: ¥440
Up to ¥99,999: ¥660
Up to ¥300,000: ¥1,100
My payment didn’t go through.
My payment didn’t go through.
There are 3 possible reasons.
- Insufficient balance in your account
- The card was used in a different country from the one where it was issued
- The card issuer stopped the payment for security reasons
For details, please contact your card issuer.
I couldn’t pay with Paidy.
I couldn’t pay with Paidy.
If nothing happens when you press the “Pay with Paidy” button
When you press “Pay with Paidy,” a screen for entering your Paidy details appears.
If it doesn’t, try the following.
Check for another window
→The Paidy screen may open in a separate window,
for example if your device or browser blocks pop-ups.
Use another browser
→If it still doesn’t appear in another browser, contact Paidy customer support.
□If the payment is not approved
If you see “This payment was not approved,” the error is on Paidy’s side.
Possible reasons include:
Your total purchases this month exceed the limit set by Paidy→You can use it again next month.
*Limits vary by user, based on individual usage.
An unpaid Paidy bill→For questions about unpaid bills, contact Paidy customer support.
How do I use store credit?
How do I use store credit?
1. Press “Check out” to go to the order page
2. Press the “Log in” button at the top right of the email address field and log in.
3. Once logged in, “Apply store credit” appears above the credit card section; use it and complete your order.
*Always order with the email address at which you received the store credit.
*If you lose access to that email address, the store credit cannot be reissued.
Contact
If the FAQ doesn’t solve your problem, contact us via the Contact page or at hello@officialbauhaus.jp.
Customer support hours:
Weekdays 9:00–17:00, excluding weekends, public holidays and the New Year period
We usually reply by email within 24 hours (excluding weekends and public holidays).