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FAQ
About ordering and shipping
- I didn't receive an order confirmation. What do I do?
- What should I do if I accidentally enter the wrong address or wrong shipping information?
- Can I change the delivery address?
- When will I receive my order?
- How long will it take for me to receive my order?
- How can I find out the status of my order?
- Can I cancel an order?
*Also please refer to Shipping Information about shipping, shipping charges, payment, exchange and returns.
About our products
- Is it possible to buy some parts of hina dolls set such as display stand, folding screen or accessories?
- Are there any attachments to hina dolls?
- How can I repair and maintain of my dolls?
- Can I get face repairs?
- The costume has eaten by moth!
- How long dose it take to repair?
- I have a Japanese doll. Can you tell me some information of the doll?
About ordering and shipping
I didn't receive an order confirmation. What do I do?
You will receive an order confirmation via e-mail shortly after you submit your order. If you do not receive this e-mail within 24 hours, please contact us from our inquiry form to ensure that your order is being processed.
What should I do if I accidentally enter the wrong address or wrong shipping information?
We can correct any order or shipping information as long as you let us know before we process the order. Please e-mail us with the order confirmation number and the correct information. We'll do our best to correct the information before the order is processed.
Can I change the delivery address?
We will be happy to change the delivery address but it should be before the shipment. To request a change of your order's delivery address, please e-mail us the new address information along with your order confirmation number.
When will I receive my order?
It depends on the country you are in. When you receive an order confirmation, it should show the approximate delivery time for your order. You will also receive an e-mail when the package ships. For further information, please contact us from our inquiry form.
How long will it take for me to receive my order?
Most order are processed and shipped within 7 business days after they are placed. However, for some reasons, such as backordered, vendor availability or delivery delay, we occasionally may not be able to ship an order within these time frames. We will notify you promptly if there is a delay.
How can I find out the status of my order?
You can check order status by EMS web site.
Can I cancel an order?
If your order is not already been shipped or delivered, we can easily cancel it. To do so, please contact us from our inquiry form immediately. If your order has already been sent out for delivery, we won't be able to cancel it.
About our products
Is it possible to buy some parts of hina dolls set such as display stand, folding screen or accessories?
Yes. You can also buy flowers like plum, cherry or mandarin orange blossoms, palanquin ox-drawn carriage, folding screen and lanterns. Please request our catalog first, and then ask us about the parts you would like to purchase.
Are there any attachments to hina dolls?
Our hina dolls set include duster, groves, cloth, moth repellent and a red felt carpet.
How can I repair and maintain of my dolls?
Almost all of Mataro dolls can be repaired and we also maintain dolls with years.
Please send your doll to our show room with clear notification of the parts
that need to be repaired and necessity of calculation. And please notice
that it might take time depending on season (for example; just before the
doll's festival.)
Meanwhile, repairing of a face will be exchanged to new one for
most of the cases. In case if we do not make the same face, your doll's
face will be slightly changed.
Can I get face repairs?
Basically we do not repair doll faces. Instead of repairing, we exchange those faces needed to be repaired and new ones. If you have our doll made in long time ago, we might not make the same ones now. Therefore the appearance of the doll may be different. In that case we show you the substitutes first, and with the agreements we make an exchange.
Stains on the face
In the case of breakage, we exchange doll faces instead of repairing. For the rare occasion, light stains might disappear when it's dried for 1 week or more.
Peeling off of the face painting
Likewise in other circumstances, we do not repair the face in this case.
The costume has eaten by moth!
It is possible to change costume of the dolls, but perhaps the eggs of moth still remain in the costume or inside of the doll. In that case we will examin the doll. Please send us the doll with notification of estimete. We will tell you the estimate.
How long dose it take to repair?
Please pack your dolls not to bump into each other when you send us for repair. Also please put the "fragile" sticker on the box.
I have a Japanese doll.Can you tell me some information of the doll?
Please be forewarned that we do not apprise your doll, neither take your doll as a trade-in. However, if you are curious to know your doll is a doll of Mataro or not, we can give you the answer. If your doll has a name plate or original container, those should have a name of the doll or doll maker, therefore please include the information when you send inquiries. Also, please send some photos of your doll by e-mail to the e-mail address, which we will reply to your inquiries.
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