Tomoko Maeda Atelier KELEN FAQ

Frequently asked questions

If this does not resolve the issue, please contact us via LINE.

  • About this site

Please tell us about Maeda Tomoko.

Custom orders take 3 to 5 days to process, depending on the item purchased. We do provide express processing with next-day delivery for an additional fee.

Please tell us about KELEN.

 Yes, you can check the quality of the goods before proceeding to payment.

Do you only sell custom-made jewelry?

We sincerely apologize if the Merchandise you received different from what you ordered. Please contact our customer service to arrange for the item to be returned for a free replacement.

I would like to see it in person and buy it.

Shipping takes between 2 and 3 business days for standard delivery. We do offer next-day delivery if your need is urgent.

  • order

How long will it take to ship after you place your order?

Custom orders take 3 to 5 days to process, depending on the item purchased. We do provide express processing with next-day delivery for an additional fee.

What payment methods are available?

 Yes, you can check the quality of the goods before proceeding to payment.

Can I purchase all of the jewelry on the site?

We sincerely apologize if the Merchandise you received different from what you ordered. Please contact our customer service to arrange for the item to be returned for a free replacement.

Can I cancel my order?

Shipping takes between 2 and 3 business days for standard delivery. We do offer next-day delivery if your need is urgent.

  • About delivery

Please tell me about the shipping fee.

Custom orders take 3 to 5 days to process, depending on the item purchased. We do provide express processing with next-day delivery for an additional fee.

I'm worried about mailing my precious jewelry.

 Yes, you can check the quality of the goods before proceeding to payment.

Can you send me a message so that I don't know what's inside is jewelry?

We sincerely apologize if the Merchandise you received different from what you ordered. Please contact our customer service to arrange for the item to be returned for a free replacement.

Can you send it overseas?

Shipping takes between 2 and 3 business days for standard delivery. We do offer next-day delivery if your need is urgent.

  • About works featured on the website

I don't know how to view Gallery.

Custom orders take 3 to 5 days to process, depending on the item purchased. We do provide express processing with next-day delivery for an additional fee.

Can I purchase a sold out piece?

 Yes, you can check the quality of the goods before proceeding to payment.

Can I buy the items for sale immediately?

We sincerely apologize if the Merchandise you received different from what you ordered. Please contact our customer service to arrange for the item to be returned for a free replacement.

What should I do if I want to inquire about the currently published works?

Shipping takes between 2 and 3 business days for standard delivery. We do offer next-day delivery if your need is urgent.

  • About custom-made items

I don't know how to proceed with custom-made items.

Custom orders take 3 to 5 days to process, depending on the item purchased. We do provide express processing with next-day delivery for an additional fee.

I'm worried because I don't know the price.

 Yes, you can check the quality of the goods before proceeding to payment.

I'm worried because I don't know the quality of the gems.

We sincerely apologize if the Merchandise you received different from what you ordered. Please contact our customer service to arrange for the item to be returned for a free replacement.

How long will it take to complete?

We sincerely apologize if the Merchandise you received different from what you ordered. Please contact our customer service to arrange for the item to be returned for a free replacement.

Can you make it with the jewels I have?

We sincerely apologize if the Merchandise you received different from what you ordered. Please contact our customer service to arrange for the item to be returned for a free replacement.

I don't know the size of the ring.

We sincerely apologize if the Merchandise you received different from what you ordered. Please contact our customer service to arrange for the item to be returned for a free replacement.

  • About renovations and custom orders

Can I renovate the jewelry I have?

Custom orders take 3 to 5 days to process, depending on the item purchased. We do provide express processing with next-day delivery for an additional fee.

Can you melt the jewelry I have and remake it?

 Yes, you can check the quality of the goods before proceeding to payment.

Can you buy the jewelry I have?

 Yes, you can check the quality of the goods before proceeding to payment.

  • About jewelry materials

Can you buy your jewelry?

Custom orders take 3 to 5 days to process, depending on the item purchased. We do provide express processing with next-day delivery for an additional fee.

What is the difference between 18K gold, 14K gold, and 10K gold?

 Yes, you can check the quality of the goods before proceeding to payment.

Please tell me the difference between Pt900, Pt950, Pt800, etc.

We sincerely apologize if the Merchandise you received different from what you ordered. Please contact our customer service to arrange for the item to be returned for a free replacement.

What is the difference between silver, white gold and platinum?

Shipping takes between 2 and 3 business days for standard delivery. We do offer next-day delivery if your need is urgent.

Can you send me a message in the jewelry?

Shipping takes between 2 and 3 business days for standard delivery. We do offer next-day delivery if your need is urgent.

I don't know the difference in the materials used in jewelry.

Shipping takes between 2 and 3 business days for standard delivery. We do offer next-day delivery if your need is urgent.

Can you melt the jewelry you have and make a new one?

Shipping takes between 2 and 3 business days for standard delivery. We do offer next-day delivery if your need is urgent.

  • About the gem

The gem you want has been decided. Can you search for me?

Custom orders take 3 to 5 days to process, depending on the item purchased. We do provide express processing with next-day delivery for an additional fee.

I can't send you a jewel because it's not too far away?

 Yes, you can check the quality of the goods before proceeding to payment.

I'm worried about the quality of the gems.

We sincerely apologize if the Merchandise you received different from what you ordered. Please contact our customer service to arrange for the item to be returned for a free replacement.

Can I bring in gems?

Shipping takes between 2 and 3 business days for standard delivery. We do offer next-day delivery if your need is urgent.

The jewel is missing.

Shipping takes between 2 and 3 business days for standard delivery. We do offer next-day delivery if your need is urgent.

Does it come with a certificate of authenticity and certificate of authenticity?

Shipping takes between 2 and 3 business days for standard delivery. We do offer next-day delivery if your need is urgent.

  • Jewelry care

Diamonds no longer glow like they did when I bought them.

Custom orders take 3 to 5 days to process, depending on the item purchased. We do provide express processing with next-day delivery for an additional fee.

Please tell me how to care for your pearls.

 Yes, you can check the quality of the goods before proceeding to payment.

Please tell me how to care for your jewelry.

We sincerely apologize if the Merchandise you received different from what you ordered. Please contact our customer service to arrange for the item to be returned for a free replacement.

Is there anything I should be careful about when storing my jewelry?

Shipping takes between 2 and 3 business days for standard delivery. We do offer next-day delivery if your need is urgent.

  • Repair and after-sales service

Is there a warranty?

Custom orders take 3 to 5 days to process, depending on the item purchased. We do provide express processing with next-day delivery for an additional fee.

The ring size is no longer suitable.

 Yes, you can check the quality of the goods before proceeding to payment.

Can I repair jewelry I bought from other stores?

We sincerely apologize if the Merchandise you received different from what you ordered. Please contact our customer service to arrange for the item to be returned for a free replacement.

Can I return it?

Shipping takes between 2 and 3 business days for standard delivery. We do offer next-day delivery if your need is urgent.