Shipping & Delivery

At Maison Mousefarm, we strive to provide you with an exceptional shipping and delivery experience.

Upon acceptance of an order, we will confirm the estimated shipping or delivery time, which may vary depending on the destination as we ship worldwide.

Please note that Maison Mousefarm and our shipping partners are not responsible for any loss or damage if you authorize the courier to leave the shipment with a third party or unattended at the location of your choice.

We reserve the right to charge an additional fee in the event of unforeseen access requirements or if the designated location is not ready to receive the goods on the agreed date. Failure to provide us with the necessary instructions, documents, licenses or authorizations may result in additional invoice charges.

For international deliveries, any taxes incurred after the goods have left our hands are the responsibility of the consignee. Our shipping and delivery service is available from 9am to 5pm (JST) Monday to Friday, excluding public holidays.

We currently only offer a white glove service and door to door delivery in Japan, but please note that this service can increase costs significantly.

Lead Times

All Maison Mousefarm products are made to order by master Japanese craftsmen. Our current estimated delivery times are as follows:

Japan: 8-12 weeks

Rest of the World: 12-16 weeks

We endeavour to deliver your product as quickly as possible. Once you have purchased your product, we will contact you with an estimated delivery date.

Please note that Maison Mousefarm will not be liable for any claims for delays or delivery failures due to circumstances beyond our reasonable control such as uncontrollable factors or accidents.

For more information, please feel free to contact us at “maisonmousefarm@gmail.com”“@maison.mousefarm”.

Product Care

To ensure that your Maison Mousefarm products perform at their best, you need to maintain and care for them. Our products are carefully crafted by master Japanese craftsmen with many years of experience and can be passed on to the next generation. Please note the following care instructions related to your product.

Please note that the advice in this document is for guidance only and Maison Mousefarm accepts no responsibility or liability as results may vary.

All Products

Do not place the product in direct sunlight, humidity and temperature fluctuations. This will affect the surface quality and structural integrity of the product. Failure to observe this will invalidate any warranty claims. Maison Mousefarm products are for indoor use only. The warranty is void if the product is used outdoors. Avoid all abrasive cleaning products, oils and other polishes unless specifically recommended in this guide.

WOOD

Natural wood

Treat spills and stains as soon as possible. Remove dust and dirt regularly with a soft cloth. For stubborn marks, wipe with a soft damp cloth dampened with water - rub in the direction of the natural grain of the wood to prevent cross-scoring. Do not place hot items or unglazed ceramics directly on the top as these may scratch the products and cause permanent marks. If polishing is required to restore the wood's lustre, use a polish such as natural wood wax.

Wood: Slight Dents

Coloured wax sticks can be used to repair minor dents in natural wood finishes. Heat the wax closest to the colour of the wood and apply to the dent. For painted and stained wood, please contact Maison Mousefarm for colour codes and application advice.

Metal:

This is because our metal parts are specialised parts handled by traditional Japanese techniques. Please remove dust and dirt regularly with a soft damp cloth. Avoid excessive rubbing as this may cause the colour to darken in certain areas.

Fabric:

Maison Mousefarm prides itself on using materials that are exclusively customised from the highest end suppliers. Our fabrics are carefully selected for their millennia of history and tradition. Avoid direct sunlight and strong reflections to avoid fading of colours. Do not rub stains, professional cleaners are recommended. Remove dust from the fabric regularly with a low suction hoover.

For more information, please feel free to contact us at maisonmousefarm@gmail.com.

Terms and Conditions

Corresponds to the description:

By purchasing a Mousefarm product, the purchaser accepts that Maison Mousefarm products are handmade from natural materials. While Mousefarm makes every effort to match the description, minor variations in size, finish and material properties (including bending) may occur. Irregularities in colour, grain, veining or texture of products such as metal, wood, or fabric cannot be controlled. Sales literature such as material samples, photographs, drawings and any other details relating to or involved in the sale of the goods are for information purposes only. We cannot be held responsible for any such discrepancies or inconsistencies. We are constantly developing and improving our products. As a result, some design changes may differ from the photographs and specifications provided.

Cancellations, Returns and Refunds:

Orders are final upon payment of invoice. Please choose carefully as all our products are handmade to order. We do not offer refunds under any circumstances.

All products must be inspected at the time of delivery, or in the case of pickup, on the same day. Please notify us within 48 hours of any damage or lack of performance. Damages and shortages will be handled on a case-by-case basis.

For all online orders, please send notification directly to maisonmousefarm@gmail.com.

If a return is agreed, you agree to return the goods to our nominated warehouse in their original condition and in their original sealed packaging. If this is not done and damage occurs during transit to Maison Mousefarm, all costs will be borne by you and payment must be made within 48 hours of notification.

Due to natural variations beyond Maison Mousefarm's control, refunds will not be accepted for dissatisfaction with the colour, grain, veining or texture of wood, marble and leather. Maison M ousefarm only selects the top 1% of these materials. The presence of these irregularities and minor imperfections is evidence of handmade craftsmanship. This must be accepted before processing the sale.

General terms:

These terms apply between Maison Mousefarm and the person named on the quotation, sales order or invoice who is required to enter into an agreement for goods purchased from us. Orders placed by telephone, e-mail or by our representatives are subject to these terms. These terms must be accepted in order for the order to be processed. No other terms and conditions apply to this agreement.

Definitions:

Agreement: means the contract for the sale and purchase of Goods between us and you.

Goods: means the physical goods agreed to be supplied by us to you.

Quotation: means the form, tender or quotation which we submit to you for the Goods.

Invoice: means the sales invoice issued by us to you, subject to these terms and conditions.

Quotations and invoices

A quotation is valid for 30 days or such other period as stated on the quotation.

A quotation is not an obligation to sell the specified goods.

Invoices are only valid for 14 days. If your invoice is no longer valid, please contact your salesperson to discuss. (Decide on a date to be used by everyone)

Invoices contain a full expectation of payment. The amount of payment will be stated on the invoice.

For international orders, freight charges will be stated on the quotation and invoice, but will not include any duties or taxes incurred after the goods have been shipped. Please refer to the Terms of Delivery for further details.

Order Confirmation and Amendments:

Once the agreed payment has been received on the Maison Mousefarm account, your order will be deemed accepted and we will process the order against the appropriate invoice. Any subsequent change requests must be submitted in writing to maisonmousefarm@gmail.com. Please note that we cannot guarantee that we will be able to fulfil your change request.

Prices:

Prices for all items are dependent on the location of purchase.

For all international orders, invoices do not include TAX.

Unless we state otherwise in writing, prices in quotations or invoices do not include delivery charges, installation charges, transport insurance, handling charges or any other charges relating to the Goods.

Warranty

Maison Mousefarm guarantees the quality of its products and offers the following warranty terms and conditions that apply to all Maison Mousefarm products. The warranty covers products manufactured exclusively by Maison Mousefarm and any partner products.

To make a warranty claim, proof of purchase must be provided to ensure that the claim is made by the original purchaser. Occasionally, pictures and evidence of manufacturing faults or defects may be required. To ensure your warranty claim is valid, please read the following guidelines carefully before starting the process.

To make a claim, please email maisonmousefarm@gmail.com or contact the representative from whom you originally purchased the product. Our team will be happy to assist you with any warranty related matters.

All Products:

Maison Mousefarm warrants all products sold to be free from manufacturing faults and defects for a period of 24 months from the original delivery date.

We offer a 3 year warranty on all our products.

If you live in Japan, we offer a lifetime warranty.

Please note that the warranty does not cover

- Any damage caused by negligence and/or misuse.

- Changes caused by normal wear and tear.

- Damage caused by lack of maintenance and/or improper maintenance. Detailed maintenance instructions.

- Damage caused by accidents or external forces.

- Surface deterioration due to environmental factors.

ADDITIONAL TERMS:

If there are any faults with your purchase upon receipt of the goods, please contact us within 48 hours of receiving the order. Failure to do so may risk voiding your warranty.

For any further inquiries, please email maisonmousefarm@gmail.com.

Requests & Modifications

Maison Mousefarm offers custom/bespoke modifications to existing product collections subject to Maison Mousefarm approval.

Requests for custom/bespoke pieces outside our existing ranges prompt a more comprehensive submission and approval.

All requests must be submitted and approved in writing.

Maison Mousefarm has the right to decline all submissions.