FAQ
We have compiled a list of frequently asked questions from our customers.
If you have any questions, please contact us from this page.
About SHOP and Brand
Q. Where can I purchase your products?
A. You can purchase our products at our online store or at our directly-managed store in Kyoto.
Please check our SNS for information on limited time stores and events in other prefectures.
Whole Love Kyoto values goods and things that can only be found in Kyoto.
Please stop by when you visit Kyoto.
Q. Is there a parking lot at the directly-managed store?
A. We apologize for the inconvenience, but we do not have a dedicated parking lot. Please use the nearby parking lot, city buses, or the Eizan Electric Railway.
Q. Is it true that the products are "Made in JAPAN"?
A. All Whole Love Kyoto products are made in Japan and Kyoto.
Because we are close enough to see the work of our craftsmen with our own eyes, all of our products are completed after close communication with our craftsmen and are of a quality that we can deliver to our customers.
about HANAO SHOES
Q. Does the hanao of HANAO SHOES go all the way through the shoe?
A. We are often asked this question, but the HANAO does not go all the way through the shoe.
HANAO SHOES are designed to be casual and can be enjoyed as a fashion item by everyone, regardless of the type of socks.
Q. Can I wear HANAO SHOES on rainy days?
A.HANAO has long been made of silk, paper and cotton, so it will lose its shape and color when exposed to water.
In order to keep them beautiful for a long time, please refrain from wearing them on rainy days.
Q. Is there any way to take maintenance on HANAO SHOES when they get dirty?
A. Basically, you cannot wash the HANAO because the HANAO may lose its shape or color due to moisture.
If you remove the HANAO, you can wash the sneaker itself.
We also recommend spraying the HANAO and sneakers with waterproofing spray to prevent stains from sticking to them and to keep them clean to some extent.
Q. My size does not fit and they are not comfortable.
A. Even if you are using your usual size, the comfort of the shoes inevitably differs depending on the manufacturer.
We recommend “insoles” for those who are not comfortable with their shoes, as they help to fine-tune the size and relieve foot fatigue.
You can find various types of insoles at shoe specialty stores.
Q. The soles of my sneakers have turned pink even though I just put them in my closet. I can't get it off even after washing them. What should I do?
A. The sole part of the sneaker is made of rubber, so depending on the storage environment/time, the sole part may turn pink (pinking phenomenon).
Sneakers that have turned pink will return to their original whiteness by drying in the sun (under ultraviolet light).
We apologize for the inconvenience of carefully storing your sneakers, but please try.
Q. Can I order HANAO SHOES with my favorite hanao?
A. You can only order from our directly managed stores. We have a variety of HANAO that are not available in our online store, and it takes about 1.5 months to make a custom pair.
Q. My usual sneakers are EUR42, is there a size 42?
A. Sorry, HANAO SHOES only offer sizes from 22.0cm to 30.0cm in 1.0cm increments. We feel that many of our shoes are slightly larger than the sizes listed on the label. You can try on our shoes at our stores and events, so we recommend that you try them on when you are in the local area.
about shipping
Q. How much is the shipping cost?
A. The shipping cost varies depending on the weight of the product and the destination country. For more details, please refer to this page.
Q. Can I specify a courier service?
A. We apologize, but it is not possible to specify a courier service. Shipping will be done via EMS.
Q. Is international shipping available?
A. Yes, international shipping is available. Shipping costs will be borne by the customer. Please note that promotions such as free shipping do not apply to international orders.
Additionally, we do not collect customs duties or VAT. Please pay these fees separately to the shipping carrier as required.
Returns, Exchanges, and Repairs
Q. If I order shoes from the online shop and the size doesn't fit after trying them on, can I exchange them?
A. You will need to cover the round-trip shipping costs, but we can exchange the item if stock is available. If there is no stock, it will take about 1.5 months to produce and deliver the new pair. Please note that for "made-to-order" items, we cannot accept size exchanges or returns, as these items are custom-made after the order is placed. Be sure to carefully check the size chart before placing your order to avoid any mistakes.
Q. Can I return a product after purchasing it?
A. We do not accept returns due to customer preference.
Q. What should I do if the product breaks?
A. Repairs are available for a fee. Many traditional crafts are designed to be repairable and used for a long time. For more details, please refer to this page.
About Custom Orders
Q. Is it possible to have a HANAO made from a kimono I have at home?
A. Yes, we accept such orders. Please contact us using this inquiry form.
About Design Requests
Q. Do you also do design?
A. Yes, we do. Our company is positioned as a Whole Love Kyoto brand within the design company (CHIMASKI Co., Ltd.). We specialize in community-based design, from graphic design to event planning. If you have any questions, please contact us using this form.
Q. I saw some goods that you are collaborating on. Do you do such things as well?
A. Yes, we do. We also design goods for stores in Kyoto, plan and design events, and carry out projects. Please check out this page.