User Guide

Some products can be ordered by phone or email. Please contact us with the product name, required specifications, and your delivery information.

• Email: order@mutukispace.com
• Phone: +81 3-5843-8598
• Closed: Saturdays, Sundays, holidays, and company holidays.

After placing an order, a confirmation email is sent automatically. If you have not received it, please check your spam folder and email settings.

If the email is not there, your email address may be incorrect or emails from MUTUKISPACE may be blocked. Please add @mutukispace.com to your safe sender list and contact us if you still need help.

Please send your order number, buyer name, and requested change within 12 hours of placing the order. We will review the status and respond as soon as possible.

Orders that have already entered fulfillment, production, or shipment may not be changeable or cancelable.

Some products have multiple specifications on the same product page, so the displayed price may show the minimum price. The final price depends on the selected size, material, color, or option.

Prices may also change without notice due to raw material and logistics costs.

Inventory may be shared with affiliated stores. If an item becomes unavailable after your order is placed, our staff will contact you by email or phone after confirming stock availability.

MUTUKISPACE offers free home delivery on all products. Free white glove service is provided for large furniture items such as beds, sofas, and TV stands.

Furniture is generally delivered approximately 30 business days after order. Some solid wood furniture may take more than 45 business days because of production processes.

Other products may have individual delivery times. Please check the product page for product-specific delivery information.

Delivery may be delayed due to traffic, weather, carrier congestion, or address confirmation issues. If the address is unclear, the item may be returned to the carrier.

After shipment, we send a shipping confirmation email with tracking information. Please use the tracking number to check the latest carrier status.

Please register the correct delivery address when placing your order. If the delivery address changes after shipment, additional forwarding fees may apply.

Please check the width, height, and depth of the product and packaging, then confirm the full delivery route. We recommend allowing at least 4 inches / 10 cm of extra clearance on all sides where possible.

As a general guide, pay special attention to elevator doors under 31.5 inches / 0.8 m wide, entrances under 31.5 inches / 0.8 m wide, and corridors or stairways under 39.4 inches / 1 m wide.

Read the full guide: How to Move Large Furniture.

• Product and packaging width, height, and depth.
• Elevator entrance size and interior depth.
• Entrance, hallway, stairway, landing, and room doorway size.
• Ceiling height at landings and turns.
• Door handles, lighting fixtures, corners, and other protrusions.

If the product cannot be delivered to the designated room because of entrance or route restrictions, cancellation or additional fees may apply.

Available payment methods include credit card, PayPal, Apple Pay, Google Pay, and Shop Pay.

Accepted credit cards include VISA, MasterCard, JCB, and AMEX. Up to 24 installments may be available depending on the card. Some cards may not be accepted.

Credit card information is transmitted via SSL encryption, and our system ensures that card numbers are never viewable by us.

If you receive a defective or incorrect item, please contact us promptly. If the item is in stock, we will exchange it for a good product and cover return shipping. If it is out of stock, we will arrange the next appropriate solution.

If the return is for a non-quality reason, return shipping costs must be covered by the buyer.

Please inspect the product immediately upon arrival and contact us with your order number, name, defective product name, and details of the issue. We may request photos to verify the condition.

If the product is different from your order or damaged, please contact us within 7 days of delivery.

• Please contact us before returning items. The return address may not be our headquarters, and we cannot accept items sent without prior notice.
• If you arrange assembly or installation services yourself and the work cannot be completed due to product defects, we cannot cover those outside service costs.
• Product-only warranty does not cover damage to stored items, floors, buildings, or color transfer caused by the product.
• Replacement delivery may take a similar amount of time as the initial shipment.
• Customers are responsible for disassembling and packaging returned products unless otherwise confirmed by our support team.
• Exchange is not possible for items other than the purchased ones.

Returns for differences in perception, order errors, texture, temperature, feel, touch, size compatibility, or product image differences are generally considered buyer responsibility.

Examples include color appearing different from the screen, the item being larger or smaller than expected, product smell, or variations in product functionality.

Natural wood products may have variations in knots, color tones, grain patterns, and shades that differ from product images.

• Damage, stains, or wear caused by customer use, repair, disassembly, modification, dropping, or misuse.
• Damage caused by exceeding load capacity or usage frequency beyond expected limits.
• Products purchased outside our store, including auctions or flea market sites.
• Exchange requests for products other than the purchased item.

Prepare details of the issue, your name, contact information, phone number, and order number, then contact us through the Contact Us page.

After confirming the details, please pack the item and send it according to our instructions. Packaging materials and packing must be prepared by the customer. You may use the original cardboard box.

Refunds are processed after the returned product is confirmed at the warehouse. For exchanges, we will ship a replacement product or part after confirming the case.

Please contact us if you need help with estimates, fabric selection, or measurement methods.

Email: order@mutukispace.com
Phone: +81 3-5843-8598

Depending on the product, samples may be available. Please inquire through our contact page, by email, or by phone.

Most products are designed to be easy to assemble. Large furniture such as sofas, TV stands, dining tables, and beds includes free white glove service. Small furniture requires self-assembly.

We do not offer custom-made furniture.

We do not offer reupholstery services. Please contact a specialized shop for that service.

We strive to photograph and display products as accurately as possible. However, color may appear different due to computer and smartphone displays, device settings, room lighting, and production batch differences.

The warranty period is 1 year from the shipping date. For products labeled with a 1-year warranty, coverage may apply if a defect occurs during normal use, such as the product stopping operation or breaking despite normal use.

• Scratches or discoloration that do not affect function or performance.
• Wear and tear from use, such as cushion sagging.
• Damage from misuse, repair, disassembly, modification, adjustment, moving, dropping, or transport after receipt.
• Issues from outdoor use or high-humidity areas such as kitchens.
• Consumables such as batteries, candles, aroma products, towels, and plants.
• Items such as cushions, dishes, loungewear, trash cans, mirrors, clocks, daily goods, and pet supplies.
• Products with separate warranty terms.
• Damage from fire, earthquake, water damage, lightning, natural disasters, pollution, or abnormal voltage.
• Damage from use in vehicles, ships, commercial environments, or outside the USA.
• Products purchased from auctions or other stores besides ours.

The warranty does not cover product texture, slight color differences, patterns, or accidents and damages resulting from product use, malfunction, or damage.

If the product is in stock, we will arrange an exchange after discussing the delivery date. If out of stock, the exchange will occur after restocking, and we will contact you once it arrives.

If the product is discontinued or unavailable, a refund will be issued. We cannot exchange for a different product than the one purchased. If a return is necessary, you will need to package and send the item yourself using the original packaging where possible.

Please follow the review request or review form shown on the product page or sent after purchase. Reviews should reflect your own experience with the product and service.

Customers can use member services according to the conditions set by MUTUKISPACE. Member services may include account functions, incentive programs, or loyalty programs such as points.

Some services may require additional registration or agreement to specific terms.

Applicants must agree to the membership terms and enter the required information on the service site. Registration must be completed with truthful and accurate information.

If the applicant is a minor or otherwise has limited legal capacity, consent from a legal guardian is required before applying.

The ID and password registered for member services are for the member's own use only and cannot be used, transferred, or disposed of by third parties.

Members are responsible for using, storing, and managing their password and account information.

Members must promptly update registration information when there are changes. MUTUKISPACE is not responsible for issues caused by failure to update registration information unless caused by our fault.

• Infringing intellectual property rights or other rights of third parties or MUTUKISPACE.
• Damaging the property, credit, reputation, privacy, or portrait rights of third parties or MUTUKISPACE.
• Using services for unauthorized commercial, political, or religious purposes.
• Violating public order, laws, or these terms.
• Using unauthorized tools or programs, reverse engineering, altering, or interfering with the service.
• Illegally accessing systems or overloading servers and networks.

Members must not use service defects to gain unfair advantages and should report defects to the designated contact without disclosing them to third parties.

MUTUKISPACE may suspend service use, suspend accounts, change IDs or passwords, or cancel membership without prior notice if a member violates laws or terms, engages in fraudulent activity, or is otherwise deemed inappropriate.

Members can terminate the membership contract through the withdrawal procedure. After withdrawal or termination, members lose access to their account and member services, and the account may be deleted.

MUTUKISPACE may change, add, suspend, or terminate all or part of member services. Services may be suspended for maintenance, system load, security, communication failures, natural disasters, or other necessary reasons.

Use the password reset option on the login page. If you cannot access your account after resetting your password, please contact customer support.

Hanko Premium Co., Ltd. considers the protection of personal information a social responsibility. Personal information collected when customers purchase products, contact us, or subscribe to newsletters is managed according to our privacy policy.

Personal information may be used to introduce products or services, handle order procedures and confirmations, respond to inquiries, request feedback, create statistical data, and provide tailored information and services to customers.

We implement reasonable safety measures against unauthorized access, leakage, loss, destruction, or alteration of personal information. If an incident occurs, we will promptly take appropriate measures, including recurrence prevention.

We do not provide or disclose personal information to third parties without consent except when the customer consents, when required by law or public institutions, or when disclosure to business partners is necessary for site operation under appropriate information management obligations.

Our site uses cookies. Customers can use the site even if they refuse cookies, but the shopping cart may not function. We recommend enabling cookies for cart use.

Information voluntarily disclosed on public forums may be collected or used by others. Third-party websites linked from MUTUKISPACE have their own privacy policies, and we are not responsible for their practices.

Privacy handling may change without prior notice due to business needs or legal changes. Changes will be posted on our website, so please check the latest information.

MUTUKISPACE manages official social media accounts to share information about events, sales, and products, and to listen to customer feedback. Social media operations may end or be deleted without notice.

• Identifying, disclosing, or leaking personal information of other users or third parties without consent.
• Causing damage to MUTUKISPACE, other users, or third parties.
• Impersonating MUTUKISPACE, other users, or third parties.
• Defaming or slandering MUTUKISPACE, other users, or third parties.
• Infringing copyrights or trademarks.
• Posting unrelated information or content against public order and morals.
• Violating social media terms of use or any other action deemed inappropriate by MUTUKISPACE.

If prohibited actions are detected, posts may be deleted or accounts may be blocked.

MUTUKISPACE is operated by Hanko Premium Co., Ltd.

Company

Hanko Premium Co., Ltd.

Brand

MUTUKISPACE

Address

VORT Shimbashi II, 3rd Floor, 6-13-12 Shimbashi, Minato-ku, Tokyo 105-0004, Japan

Use the contact details below or visit the Contact Us page. We usually respond within 1 business day.