Q: I'm unable to login.
Login with your registered e-mail address and password. If you've forgotten your password, please go to the login page and select "Forgot my password." to change your password. For privacy reasons, we are unable to check your password. Please note that we are also unable to provide any questions you may have in regards to your password.
Q: I forgot my password.
To change your password, you'll need to know your registered email address. If you don't know your email address, please register again here.
Q: I signed up, but didn't recieve a confirmation email.
In the case of membership registration completion, order completion, etc., you will receive a confirmation email as soon as the process has been completed. If you do not receive an email, it may be due to a delay in the delivery or a possible mistake in your registered email address.
※ We kindly ask you to also check your spam filter and to deactivate the domain, "@whitestonegallery.co.jp"(If you don't, you may not receive any further news from Whitestone Online Gallery).
If there still seems to be an issue, please contact us using the "Contact Us" form.
Q: I want to unsubscribe from the newsletter.
You can unsubscribe by selecting the unsubscribe link located on the newsletter you've received, or by logging in to the store and changing your newsletter preferences on the Customer Information page.
Q: I want to edit my personal information (e-mail, password, address, etc.)
If you wish to change, add, or remove information from your account, please log in to the store and make the changes on your Customer Information page. Click here to change your registration details.
To change your password, click here. If you would like to change your first and last name, please contact us using the 'Contact Us' form.
Q: Can I change my registered delivery address to a different one?
You sure can! Please contact your gallerist or use the "Contact Us" form.
Q: Is it mandatory to sign up?
Yes, you must be a registered member to purchase artworks or make inquiries about the artworks.
Q: What is a "Membership Rank"?
At Whitestone Online Gallery, we determine the membership rank based on past purchases.
As you move up the membership rank, the number of artworks available for purchase online will gradually increase to further enrich your collection.
Find out more about the membership rank here..
Q: I'd like to know/confirm my Membership Rank.
You can check your membership rank on "My Page". You'll also receive an email to be informed of your rank renewal. ※ Cancelling or returning your order will not be credited to your purchase price.
Q: I'd like to withdraw my membership.
Please use the "Contact Us" form if you wish to withdraw your membership and we will process your request. Please note that once you've canceled your membership, your membership rank will no longer be valid. Thank you in for understanding.
Buying Art with Whitestone Online Gallery
Q: How do I buy art on Whitestone Online Gallery?
For more information on how to place an order, please refer to the "Buying Guide" at the bottom of the page.
Q: I'd like to know more about the artwork.
If you have any questions, contact us via "Contact Us" or use our chat service.
Q: Can I cancel my order?
As a rule, we do not accept cancellations after the purchase has been completed for the convenience of the customer. Thank you for understanding.
Q: I made an order but I didn't receive a confirmation.
If you do not receive a confirmation email, your order may not have been successfully sent. Please confirm your 'Order History' in 'My Page'. If you have any questions, please use the 'Contact Us' form.
Q: How do I check my order?
You can see your orders and the amount you have paid for them under the "Order History" section of "My Page"
Q: Are there any additional costs apart from the price of the artwork?
In addition to the cost of the artwork, shipping fees will be charged before the artwork is shipped. When you receive the artwork, you may be subject to customs duties, import taxes, and consumption taxes in accordance with the laws and regulations of the destination country.
Q: How do I return or refund an artwork that I've received?
As a general rule, we do not accept returns after the artwork(s) has been delivered for the reasons of customer convenience.
Q: I've added an artwork to my cart, but I can't seem to make a purchase.
If another customer completes the order before you, the artwork will be unavailable for purchase.
Q: What are the acceptable methods of payment?
We accept payments through bank transfers, credit card, and Paypal.
Q: Which credit card companies do you accept?
We accept VISA, Mastercard, and American Express.
Q: Do you issue reciepts?
Please use the delivery note sent with the goods as your receipt. If you would like a separate receipt, please ask your gallerist.
Q: The artwork color depicted on the site is different to the one I received.
Depending on your monitor or computer, there may be differences in the way the colors are displayed. If you have any questions regarding the conditions of the artwork, you can contact our team before placing your order and we'll provide additional images on request.
Delivery and Shipping
Q: When will I receive my artwork?
The time required for delivery varies depending on the nature of the artwork. Once the payment has been processed, we will start the packing and delivery process, which may take 2-3 months.
Q: Can I choose a shipping carrier?
As a general rule, we deliver by international home delivery. If you decide to arrange your own shipping carrier, please notify us when you place your order.
Q: Which countries do you deliver to?
We ship worldwide.
Q: Where are the works shipped from?
Works are shipped from the warehouses in Hong Kong or Japan.
Q: Who pays for the customs duties and sales tax?
Local taxes (customs duties, import taxes, and consumption taxes) that occur in the artwork delivery are the responsibility of the customer. The artwork price displayed does not reflect the consumption taxes of each country.