Frequently asked Questions

Where we answer (almost) all your doubts.

1. before placing your order
(about daikukai)
Who are you? What is this?
How do I contact you?
Can I call you on the phone?
Where are you?
Can I go visit you?
(about products)
How do you make them?
Can I ask for something bespoke?
(about the store)
Do you sell and ship to my country?
Do your prices include taxes?
How do I know how much the shipping costs?
Prices have changed after creating my account!
Don't I have to pay taxes? What about Customs?

2. When placing your order
Why do I have to create an account at DAIKUKAI?
Do I have to have a PayPal account to pay for my order?
Why do you only use PayPal for payments?

3. After placing your order
How can I confirm that I have completed my purchase?
Why have I not received the confirmation email?
How will you proceed with my order?
Where is my invoice?
What do I do if I want to modify my order?
How is my order going?
How long will I have to wait?
Can I track the shipment?
Can't you give me a more specific delivery date?
Could my order be advanced if it is for a gift?

4. Upon receiving your order
How do I assemble it? How do I mount it on a wall?
It has arrived and I love it!
Why does a Review matter?
It has arrived, but damaged! What do I do?
I changed my mind and don't want it. Can i return it?
How do I return a product?

5. Legal links (toc)
Terms and Conditions of Sale
Terms and Conditions of Use of the website

6. Help!
Write us at info@daikukai.com

1. before placing your order

(about DAIKUKAI)

Who are you? What is this?

We're Almudena and Helder! You can get to know is at the about us page. 
You can also know more about how we work
Or even see us on Instagram, Facebook, and YouTube.

How can I contact you?

You can contact us by email at info@daikukai.com

Can I call you on the phone?

No. We are very sorry.

We prefer contact by email as it helps us keep everything better organized, in addition to being an easy way of having a reliable record of everything we discuss with our customers. It is the best way for both parties to always have access to all the information, at any time.

Where are you?

We live and work in Güéjar Sierra, a small town in Sierra Nevada, in Granada (Spain). You can see more at the about us page.

Can I go visit you?

Yes please! Send us an email so we can schedule to meet: info@daikukai.com

(about our products)

How do you make them?

We make everything, between the two of us, as you can see on the how we work page. 
You can also find more specific information, for each of our designs, at their own product page.

Can I order something bespoke?

Yes. You can ask us to modify an existing product from our catalog (easier), or to make a new product for you (a little more difficult). Keep in mind that we will always work in our own style, similar to the other products that we have designed.

Ask us for anything you want, without hesitation, we are truly interested in knowing what our customers need.

(about the store)

Do you sell and ship to my country?

Most likely, yes.

If our store says there are no carriers for your address, or tells you that the order weighs / measures too much, please write us an email.

Do your prices include taxes?

Yes. For customers from the European Union, they include 21% taxes (VAT)

From outside the EU you will still see prices with “tax. incl.” (taxes included) label, but set to 0% since they do not apply to your order.

Keep in mind that, if you haven't created an account yet, at our website, you may be getting prices with 21% taxes, especially if you do not accept cookies, by default, in your browser (and our store cannot determine your aproximate location).

The easiest solution is to create a new account, or log in to yours if you already have it. On having an address set to your account, the product prices and shipping costs shown will be correct.

How do I know how much the shipping costs?

The best way is to create an account, at our store, and add the shipping address you want (see previous).

Prices have changed when I opened my account!

It is possible that, before creating an account in our store, the prices shown didn't show the correct taxes for your Country (see previous points). Now that you have created an account, and added a billing/shipping address, our store can display the correct prices and shipping costs for your location.

Don't I have to pay taxes? And what about Customs?

Only buyers residing in the European Union will see a 21% Tax (VAT) added to their order.

For orders from the rest of the World, the relevant taxes will not be charged until the package goes through Customs. Be advised that any taxes, fees and/or customs duties for countries outside the EU will be settled at destination by you/the recipient.

Each country has different taxes, fees and tariffs. Please inform yourself, before placing an order, to avoid surprises. Or ask us... we may already know, from previous orders.

(U.S.) United States:

“Packages whose declared value is under $ 800 ($ 100 if being sent as a gift to someone other than the purchaser) will generally be cleared without any additional paperwork prepared by CBP.”

https://www.cbp.gov/trade/basic-import-export/internet-purchases

(Au.) Australia:

"For goods with a value of AUD1000 or less, there are generally no duties, taxes or charges to pay at the border."

https://www.abf.gov.au/buying-online/buying-online

2. when placing an order

Why do I have to create an account?

After creating an account and setting up your shipping address, our store will be able to show you the correct prices (with or without taxes) and shipping costs.

In addition, once you have placed your order, you will have easy access to your invoices, order preparation status, shipping tracking data, and order history.

This also allows us to modify an order, join several orders in one shipment (something very common if you forgot something on ordering the first time), and generally provide a better customer service.

Do I have to have a PayPal account to pay for my order?

No. No account needed.

On the same PayPal payment page there is the option to pay by card, without opening an account or even logging in to your existing one.

Why do you only use PayPal for payments?

We are online shoppers too. We think you'd like to have the same security that we'd want ourselves when shopping on our website.

PayPal is one of the safest ways to pay online. Not only that, but it means that we never have access to your bank or card details, and can use it from anywhere in the world.

But what really matters is that PayPal will act as an intermediary, if you are not satisfied with your order, and even be responsible for the refund of your payment. If you have any questions about how they solve any type of situation, you can visit the PayPal information page itself.

3. after placing your order

How can I be sure that I have completed my purchase?

Once the order process is completed you will receive, in a few minutes, an email with the receipt and the order confirmation.

Why haven't I received the confirmation email?

Sometimes the confirmation email can be directed to your SPAM folder. Please check for this, and if so, add our address to your contact list. From that moment on, all our emails will arrive at your inbox.

Still, I can't find it!

Please make sure that the order process has been completed correctly or completely. The easiest way will be to confirm that the PayPal payment has been made (if you have received the PayPal confirmation email then the order should be confirmed).

In any case, please let us know so we can verify that we have received it.

How do you proceed with my order?

The first thing we do is to review your order and make sure everything is correct, and that there are no errors left by the computer system.

If we think there may be an error, or there is missing shipping/billing information, we will contact you by email to inform you and solve it.

Then we'll set the order as confirmed, and take one of two actions:

- for products in stock, we separate them and prepare them for the final finishing (if not already finished) and last details such as knottings.

- for products made to order, we'll add them to our workshop schedule, so they will be “queued” for manufacturing.

Where is my bill?

We'll send you the invoice by email as soon as we have reviewed and confirmed your order. This may take a couple of days from placing an order.

From that moment on you'll be able to download it, whenever you need, from your customer account on our page.

What do I do if I want to modify my order?

As each case is different, it is best to contact us, and we will make the changes to your current order.

In general we accept any modification to your order, whether to add or remove a given product, or change the delivery/billing information.

The exception are those products that have been already manufactured, or being manufactured, according to your order. That is to say, any product that we do not stock, regardless of whether or not there is any change to the original design.

This is why it is important that you let us know, as soon as possible, of the change you want. In time to remove or add that product to our manufacturing schedule.

Keep in mind that some of these changes will involve a revision of the invoice, either resulting in a lower cost (in which case we will make a refund) or higher cost (in which case we will ask you to pay the difference, always via PayPal).

This can also mean a shortening or postponement of the delivery date, which we will always inform you of before making the change.

How is my order going? 

You can track the current status of your order directly from your customer account. Look for it in the "Order History" section. If you prefer, write us an email, and we will inform you of the current status of your order.

How much do I have to wait?

PREPARATION TIME

For products "in stock" the normal period of preparation until shipment is 1 to 2 weeks. This happens because in many cases we will only make the finishing of some products according to the option you ordered. In some cases, in which we can have the object already completely finished, it will only take a couple of days to package it and prepare it for shipping.

For products that are not yet manufactured, the waiting period depends on the amount of work we have at that time. Since we are only two people, it is normal to have to wait "in line" for a little while. In general,we promise to have it ready for shipment in 4 to 8 weeks.

For custom products, once we have your design approval, we will let you know how much time it will take to make your order.

ORDERS WITH PRODUCTS "IN STOCK" AND "TO BE MANUFACTURED"

Please keep in mind that any order that includes at least one product "still to be manufactured" will be shipped, as a whole, within the promised date of that product. This occurs because the shipping costs are calculated based on a single shipment.

If you prefer that we send those products that we already have in stock first, while you wait for us to manufacture the rest, please consider placing two different orders so that the shipping costs are calculated separately.

In any case you can write us an email, to make any changes, even after placing your order.

DELIVERY TIME

Shipping times can be seen for each carrier, during the process of placing your order. Please keep in mind that these deadlines do not include the preparation time (which is shown on each product page), and are quite broad in order to ensure that the delivery is fulfilled within what is promised.

In general, from the moment we send the package until you receive it, it may take:

  • Mainland Spain: 3 to 5 days
  • Canarias, Baleares, Ceuta, Melilla: 5 to 8 days 
  • European Union: between 5 and 8 days
  • USA / Rest of the world: between 15 and 30 days

These deadlines are merely informative and there may be variations.

Can I track my shipment?

We have sought to make shipments in the most reliable but also affordable way, choosing the right carrier for each area of ​​the world. This implies, however, that we do not always have access to a tracking number. 

From experience, we know that some carriers do not update the shipping status correctly. So, even having a tracking number available we can never promise full order traceability while in transit.

In any case, keep in mind that there are some shipping options that do not include tracking of any kind, which will always be clearly indicated in the carrier option, at the time of ordering.

Can't you give me a more specific delivery date?

No. We are very sorry. We do everything ourselves and that makes it very difficult to make a good preliminary estimate of the time it will take for the entire order fulfilling process.

This, in addition to the added variable of transit times during transport, explains why we can only promise to have it manufactured and shipped within the deadline indicated on the page of each product.

It is for a gift. Could my order be advanced?

No. But we have 2 solutions:

Product Card: if you know exactly what you want to give.

Gift Card: a good option if you can't decide on something.

4. once you've received it

How do I assemble it? How do I hang it on the wall?

You will find the assembly instructions, or a link to an explanatory video, on each product page (we're still working on printed instructions for some products).

Please note that it is important to follow them correctly, and even required by our Terms and Conditions.

Right now we are also working on adding installation information to each product sheet (eg. how to hang a kamidana on the wall).

It has arrived and I love it!

We're so glad you like it!!!

If it seems good to you… how about leaving us an opinion?

You can find a section dedicated to opinions, on each product page, a little below the description area. You can also leave your opinion on Facebook

And if you would like to keep an eye for what we are working on , you can also find us on 
Instagram and  YouTube .

Why will my Review matter?

With your opinion and review, you are becomning a part of our Quality Control team, and helping us to improve. In addition, you help others to decide, and you will contribute to the existence of more and better products for people with your same tastes and needs. 

A better and bigger Daikukai Community.

I got it, but it's damaged! What do I do?

We're so sorry... we try to make our packaging as strong as possible, but sometimes unforeseen events occur along the way. Don't worry, we will solve it:

1. Write us an email and explain what you see. Please attach several photos of the area so we can see the extent of the damage. If you can also send us photos of the packaging, we appreciate it.

2. Depending on the extent of the damage we can decide on how to proceed. Most of the time we can send you a replacement part, but it may happen that we ask you to return the item in its entirety.

3. In this case, the return shipping costs and those to get it back to your hands will be our responsibility, so we will not ask you for any additional payment for it.

4. It will be your responsibility, however, to package any product using, as far as possible, the original materials (especially the box), even adding some protection if necessary, so that the returned product does not suffer further damage on the way back.

But what if I prefer a return?

Our policy will always be, in the case of transportation damage or manufacturing defects, the replacement of the damaged product/part, and never a refund for the product.

Even so, depending on each case, we can offer you other alternatives to those written here, never losing the right to revert to these as a definitive solution.

I changed my mind, can I return it?

We completely understand. We would love that everyone could see each product, before buying it, to make sure that it is what they need. We try to design each product page to be as clear as possible so that it presents a faithful picture of what will end up in your hands. If you think we haven't achieved this for any product, please let us know so we can improve it.

You can return your order without problem. Please keep in mind that:

1. If you have already assembled it, you will have to be able to disassemble it without damage. If it has been damaged when assembling, then you will not be able to return it (unless it has occurred due to our manufacturing error, in which case we would proceed to replace the damaged part/product -> see previous).

2. You can not return orders whose original design has been altered for you. This includes: any modification in the measurements, finishes, materials, or other details that are irreversibly integrated into the product. The exception are those details that can be easily replaced (in this case, the cost of adding/modifying said detail will not be returned, whether or not it was invoiced as a separate item from the product itself).

3. You must notify us of your intention to return it within 15 days of delivery. And then have it shipped within 30 days from delivery (counting only up to the date of shipping).

These deadlines may be extended, according to each case and within common sense, but always depending on our express consent by email.

How do I Return a product?

1. First you must let us know of your intention. We can give you specific instructions to your order, and help make it as uncomplicated as possible.

(please go back to the previous point of this document to determine if you can return it)

We remind you that you must notify us of your intention to return it within 15 days of delivery. And then have it shipped within 30 days from delivery (counting only up to the date of shipping).

2. You must always return the products with the original packaging: transport box, inner “fillings” (cardboard or others). Keep in mind that, for the return to be effective, the products must arrive without damage due to improper packaging.

If you don't remember how the product was originally packaged, or just want to make sure everything is well protected, please let us know so we can help you with it.

3. The return shipping costs will always be at your expense. We may (in some cases) offer to organize the pick-up service, so that the cost is lower, but we will always ask you to make the corresponding payment beforehand.

4. The return will only be considered as done after it reaches our hands, and we confirm that the products are complete (a piece is not missing), and in its original condition. Then we will proceed to refund the invoiced amount corresponding to the product/products returned (shipping costs will not be refunded).

Please count on us to help you at any point in the process.

5. the legal part

We're glad you ask. It is never wrong to read the legal information: 

Terms and conditions of sale 

Wow... nobody has ever read those!

Terms and conditions of use

HELP!

You can get it. Anytime.
Write us at  info@daikukai.com