How does it begin? Is applying free?
Yes. You begin with a free application — there is no cost and no obligation. If your idea and one of our makers are a fit, we invite you to a Private Design Consultation.
What does the Private Design Consultation include?
A 60–90 minute private online consultation; a hearing of your background and what you want the piece to hold; direction for the words and design; proposals for colour, materials, and natural stone; a size proposal; a concept sheet; a detailed quote; and a proposed delivery timeline. The consultation fee will be fully credited toward your commissioned artwork if you choose to proceed — it is not an extra fee.
Can I book the consultation only?
Yes. You keep the concept sheet whether or not you proceed to production. If you go ahead, the fee is credited in full toward your piece.
What if I want to cancel?
Before your consultation takes place, you may cancel for a full refund of the fee, less any payment processing fees. Once the consultation has taken place, the fee is non-refundable — the concept sheet and proposal are yours to keep. After production begins, the commission can no longer be cancelled. If your piece is damaged in transit, contact us within 7 days of arrival and we will repair or remake it at no charge.
Will I pay customs or import duties?
It depends on your country. Import duties and taxes are set by your local customs and are the buyer's responsibility — the United States and many other countries apply them. We declare shipments accurately and can provide the documents your customs office needs.
How long does a kintsugi piece take?
Two to four months. The lacquer cures in layers, and each layer needs time. We share the timeline with you during your consultation, before you approve the final quote.
Can I eat and drink from it?
Yes. Each piece is finished in hon-urushi — genuine lacquer — and once fully cured, it is safe to use as tableware. Treat it as you would fine lacquerware: wash gently by hand, and keep it away from dishwashers and microwaves.
How long does a Gemgraphy piece take?
Six to ten weeks. Calligraphy, then the composition of stone and light, then framing — each stage unhurried. We share the timeline during your consultation, before you approve the final quote.
Can I choose my own word?
Yes. Bring a word in any language, or let the conversation and the consultation guide the choice. We work with you on an authentic Japanese character before Moe brushes it.
How do I buy a Collection piece?
Collection pieces are ready to ship. Choose a piece, pay in full at purchase, and we ship it once payment is confirmed. There is no consultation or deposit — that process is only for commissioned works.
Can I return a Collection piece?
As one-of-a-kind secondhand goods, Collection pieces cannot be returned or cancelled for customer reasons. Each item's condition is described in detail on its product page, and you are welcome to ask us anything before you buy. If a piece is damaged in transit, contact us within 7 days of arrival and we will remedy it at no charge.
Will I pay customs on a Collection piece?
Yes, the same as for commissioned works: shipping is included, but import duties and taxes are set by your local customs and are the buyer's responsibility (DDU).