Terms and Conditions

Hanko Square and the hanko-square.com website are the property of the company Toyodo, Inc. All transactions on the Hanko Square website are subject to Japanese law.  When making an order, you will be explicitly accepting the general conditions described below. In an effort to be transparent and clearly understood, these terms and conditions have been written in plain, simple English.

I. PRODUCTS & GUARANTEE

We will provide products as long as they are in stock. Our available selection may be modified due to changes made by the suppliers of our stamp materials, and we may not have an opportunity to update the site immediately. If any product is unavailable and we are not able to provide alternative products of similar quality and price, the purchase cost will be refunded in full. If the product is temporarily unavailable, we will let you know about the expected delay by email. If the delivered product doesn’t match the description on our website, the customer has 48 hours from the time of delivery to inform us about it (see Part V of this document for more information on returns).

If we are out of the color ordered for products that have different color options (most notably our Omiyage), we will contact the customer to offer suitable alternatives or give them a chance to cancel that item from their order. If we do not receive a response within two business days, we will do our best to fulfill the order with a suitable color alternative. We appreciate your understanding.

We offer a 10-year guarantee on all of our hanko: if your hanko gets damaged, contact us and we’ll replace it free of charge.

II. ORDER

The checkout process consists of four steps:

  1. shopping cart confirmation
  2. shipping information
  3. payment (with Paypal-hosted form)
  4. final confirmation back on our site

You can easily cancel or modify your order up until the point that you submit your payment. You will receive a confirmation e-mail with your order details once the payment goes through.

When you click on the “confirm” button and submit payment for your order, you agree to fully accept the entirety of these General Conditions of Sale.

III. PRICE AND PAYMENT

All prices are listed in Japanese yen. PayPal will automatically calculate your payment based on current exchange rates. You can check the current exchange rates for Japanese Yen by clicking here. Shipping and handling charges and taxes are not included in the product prices. Shipping charges are clearly indicated during the checkout process.

All credit card transactions are processed securely by PayPal. It is not necessary to have a PayPal account in order to make a payment, but if you have a PayPal account you can use your PayPal balance to pay for your order. We do not keep any record of your credit card or other financial information.

The import of products from Japan may be subject to taxes and to custom fees in the country of delivery. These supplementary charges are the customer’s responsibility. For more information on this, see Part VII of this document. Please refer to your national custom official site for their particular rules.

Discount codes are valid only if they are used at the time of purchase. We cannot apply coupons to orders that have already been processed.

IV. SHIPPING AND DELIVERY

1. Shipment

All orders are dispatched from Japan by Japan Post’s Express Mail Service (EMS). Please check the Shipping and Delivery page for a list of countries we ship to, as well as what to do if your country is not on the list.

Orders consisting solely of non-personalized products will be packaged and shipped immediately. If your order includes a personalized item such as hanko or engraved items, depending on the options you choose when ordering, further clarification may be needed to ensure you are getting the right design. Due to time differences and the speed of your replies, this can add time needed to process your order. However, once your design is finalized and approved, we will carve it and ship it immediately. Once your package is received by EMS, you will receive a shipping confirmation e-mail with a tracking number.

2. Shipping cost

While our actual shipping cost varies according to the parcel’s weight, we offer flat-rate shipping based on the region to which your order is shipped. This cost will be reflected when you enter your shipping address.

We also offer free shipping to most countries if your purchase exceeds a set amount. See our Shipping and Delivery page for more details about that discount.

3. Delivery problems

If a shipped order hasn’t been received, check the EMS online tracking system to confirm the status of your shipment. You might also want to check with your local post-office. Please contact us if you haven’t received your order within 30 days of purchase.

Our shipments are insured through EMS, but Hanko Square will not be responsible of the return of a parcel that could not be delivered.

If you wish to request a different shipping method, expedited shipping, or if your country isn’t on the list in our Shipping and Delivery page, please contact us with your concerns and requests.

V. RETURN AND CANCELATION POLICY

If you are not satisfied with your order, you have seven days to return non-customized items for an exchange, refund or credit. Personalized items that are carved or etched are non-refundable, because they cannot be restocked. We appreciate your understanding of this restriction.

Return inquiry must be sent by email to contact@hanko-square.com, or through our contact page, indicating “Order Return” or “Problem with my Order” in the subject line. In order to process your return, you must include your name, email address and order number. Please indicate what you are returning and why. Return shipping is the customer’s responsibility. If your order qualified for our free shipping discount, the actual cost of shipping your order will also be withheld from the total refund value.

If you receive damaged products, please contact customer service at contact@hanko-square.com or through our contact page and send pictures of the broken item with the order number. We will do our best to resolve the situation.

If you wish to cancel an order you just placed, please contact us as soon as possible. We can cancel non-personalized items before they are shipped but as noted above, once they are carved, personalized items cannot be canceled or returned. Once shipped, our return policy as specified above will apply.

We try to ensure that all product information on this website is accurate and complete, and that the photographs clearly indicate the shape, color and details of each item. Please understand that exchanges cannot be made due to customer error (please see the Shipping and Delivery page regarding insured shipping), so please order carefully! If you are unsure about the characters in your hanko or personalized item order, please select the design consultation and design proof options. This may take a bit more time , but is well worth the effort .

Please be aware that in all cases the customer is responsible for paying import duties and customs fees and for providing any and all documents required by Customs in your country.  If the customer refuses to pay those fees, the package will be sent back to us and there will be no refund issued for any personalized items.

VI. REFUND

Where a refund is allowed for non-personalized items, we will refund your payment in accordance with these policies within two days after having received the items back. The refund will be processed on the same account that was used for the purchase (or as store credit, if the customer prefers).

VII. APPLICABLE DUTY

The principals of Hanko Square are is subject to Japanese law. Within those confines, we will try to satisfy our customers as much as possible. In the event of a complaint or problems, please reach out to customer service for help in finding an amicable resolution.

VIII. INTELLECTUAL PROPERTY

The reproduction, distribution, display or transmission of the content of this site is strictly prohibited, unless already authorized by Hanko Square.

IX. PRIVACY POLICIES

We respect your rights to personal privacy. We will only collect and use information through our web site in the ways described in this policy:

We use PayPal for credit card and payment processing. All financial transactions are handled by PayPal’s secure servers. At no time does Hanko Square have access to your credit card number. In order to resolve possible conflicts and to combat online payment fraud, the data concerning your order may be sent on to secure third parties for verification purposes.

We use the little information we collect about you to process orders and to provide a more satisfactory shopping experience. We will not sell or disclose personal information that identifies you to any third party.

We may send you promotional e-mails about new products and discounts. If you do not wish to receive these emails, you may unsubscribe at any time.

Thank you for your business and support. We look forward to serving you!