FAQs

DO YOU SHIP WORLDWIDE?

Yes we do, we can ship to anywhere in the world subject to the conditions of our carrier. The shipping fee will automatically be updated at the checkout, based on the delivery address information that you enter.


DO YOU TAKE CREDIT OR DEBIT CARDS?

We do take credit and debit cards over the phone, and we're working on taking cards on our online shop but for now we only take paypal payments online.


HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

If you live in the UK, it will take approximately 3-5 working days; if you live in Europe it wil be around 5-8 working days; and if you live anywhere else in the world it will take over 5 working days. We send all our orders with Royal Mail so unfortunately when they have delivery problems, such as in extreme weather, we suffer too.

We will always accomodate earlier delivery requests if we can, just get in touch and we'll do our best.


WHAT SHALL I DO IF AN ITEM ARRIVES DAMAGED OR BROKEN?

We try and package everything very securely but occasionally our fragile ceramics do not survive the post. On the rare occasion this happens, please contact us within 24 hours of receipt and we will be happy to offer a refund or replace the item free of charge.


I'D LIKE TO VISIT A STORE TO SEE AN ITEM BEFORE I BUY IT ONLINE - HOW TO I FIND THE NEAREST STORE TO ME?

Please call us or visit our Stockists page. The link can be found at the bottom right of the page.


WHERE CAN I TRACK MY ORDER?

You can track your order at any time through the 'My Account' link at the bottom right of the page.


CAN I CANCEL MY ORDER?

There is a short time period in which we can cancel the order for you, before it has been dispatched. If it has already been dispatched then if you return the item to us in the condition it arrived we will issue for a full refund for the item.


DOES REIKO KANEKO DO GIFT VOUCHERS?

Currently we don't do gift vouchers, sorry.


IS THE GOLD YOU USE REAL GOLD OR 'GOLD-LIKE' PAINT?

The gold is real gold gilding on bone china. They are screenprinted and applied onto the ware. But since the pieces are gold, they are not microwave-proof and we recommend that you hand-wash them!