Shopping Guide

Welcome to the official STUDIO MOO online store.

This online store is jointly operated by STUDIO MOO Co., Ltd., a furniture manufacturer based in Fuchu, Hiroshima—one of Japan’s leading furniture-making regions—and Pamouna Co., Ltd., an established furniture manufacturer founded in 1955.

STUDIO MOO is responsible for the planning and manufacturing of the products offered on this Website, while Pamouna manages the online store, order fulfillment, shipping, and customer support.

We accept the following payment methods:
・Credit Card
・Bank Transfer (Advance Payment)
・Apple Pay
・Google Pay
・Shop Pay

Please select your preferred payment method during checkout.
Once an order has been placed, the payment method cannot be changed.
The total amount payable consists of:
Product Price + Consumption Tax + Shipping Fee + Payment Processing Fee (where applicable)

Please transfer payment to the designated bank account below.

Bank
・Aichi Bank
・Minato Branch

Account Type
Current Account

Account Number
No. 11578

Account Name
Pamouna Co., Ltd.

• Bank transfer fees are the responsibility of the customer.
• If the account holder’s name differs from the name used for the order, please contact us in advance.
• Orders shipping to Okinawa or remote islands require a separate shipping quotation. Please wait until you receive our quotation before making payment.

• Orders will be prepared for shipment once payment has been confirmed.
• Orders will be automatically cancelled if payment is not received within 7 days.

We accept:
・VISA
・Mastercard
・JCB
・American Express

Only one-time payment is available. Credit card information is securely processed by Shopify Payments and is never stored by STUDIO MOO or Pamouna.

These payment services allow you to complete your purchase quickly using the payment and shipping information already registered with your account.
No additional information is required during checkout.

Estimated shipping times are shown on each product page. Actual delivery schedules may vary depending on:

• product specifications
• production schedules
• seasonal demand
• supplier availability

Once your order has been confirmed, we will notify you of the estimated delivery date by email.

If you require confirmation before ordering—for example, for a moving date or multiple-item purchase—please contact us through the inquiry form on the relevant product page.
Orders are shipped after payment has been confirmed.
Products purchased in the same order may be shipped separately depending on inventory location and product type.

Although estimated shipping times are provided on each product page, delivery schedules may occasionally change due to circumstances beyond our control, including:

• fluctuations in inventory levels;
• manufacturing schedules;
• peak shipping seasons;
• year-end and holiday closures;
• severe weather or natural disasters; and
• other unforeseen circumstances.

Should any delay occur after your order has been confirmed, we will notify you as soon as possible and provide an updated delivery schedule. Please note that we are unable to offer compensation, refunds, or cancellations solely due to shipping delays, including delays that result in delivery after a requested date.

Some products are also sold through other sales channels. In rare cases, inventory information may not be updated in real time, and an item may become unavailable after an order has been placed. If this occurs, we will contact you promptly by email. You may choose to:

• wait until the item becomes available; or
• cancel your order and receive a refund.

Even after payment has been completed, an order may be cancelled if sufficient inventory cannot be secured. In such cases, any payment received will be refunded in accordance with our Terms of Use.

Please review your order carefully before completing your purchase. Orders cannot be changed or cancelled once the delivery schedule has been confirmed. For made-to-order products, cancellations or order modifications cannot be accepted after payment has been completed.

If you receive a damaged, defective, incomplete, or incorrect product, please contact us within 7 days of delivery through our Contact page.

If you receive a damaged or defective product, please contact us within 7 days of delivery.

When contacting us, please include:
・Your name
・Order number
・Product name
・Description of the issue
・Photographs showing the affected area

Providing photographs helps us assess the issue and respond more quickly.

Depending on the nature of the issue, we will arrange:

• replacement parts;
• replacement of the product; or
• a refund where replacement is not possible.

If the damage occurred during transportation, the shipping carrier may contact you directly as part of the claims process.

•If the issue can be resolved by replacing a component, we will provide replacement parts rather than replacing the entire product.
•In such cases, returns of the product itself cannot be accepted.
•If your product has a defect, we will assist you by email or telephone. Please note that we are unable to provide on-site repair or replacement services.
•We do not offer partial refunds or discounts as an alternative to repair or replacement.
•If an identical replacement is unavailable because the product is sold out or was a one-of-a-kind item, we will offer a full refund upon return of the product.

If any parts or hardware are missing, please contact us within 7 days of delivery.

Please include:
・Your name
・Order number
・Product name
・Name or description of the missing part

•Please contact us with details of the missing parts. Once we have confirmed the information, we will ship the required replacement parts as soon as possible.
•If an identical replacement is unavailable because the product is sold out or was a one-of-a-kind item, we will offer a full refund upon return of the product.

If you receive an item different from the one you ordered, please contact us within 7 days of delivery.

Please include:
・Your name
・Order number
・Product ordered

•Please contact us with details of the issue. Once confirmed, we will promptly arrange shipment of the correct product. We will also provide instructions for returning the incorrectly delivered item.
•Return and exchange procedures may vary depending on the circumstances. Please follow the instructions provided by our Customer Support team.
•If an identical replacement is unavailable because the product is sold out or was a one-of-a-kind item, we will offer a full refund upon return of the product.

Refunds will be made by bank transfer to the account designated by the customer.

Where possible, the original credit card transaction will be cancelled.
If cancellation is no longer possible because the billing cycle has closed, the refund will be processed by your credit card issuer in accordance with its policies.

Refunds will be processed through the payment method associated with your account.

We do not accept returns, exchanges, or cancellations based on customer preference. Please note that the appearance of products may vary slightly due to:

• monitor or display settings;
• lighting conditions during photography;
• the natural characteristics of materials such as wood grain, fabric, or leather.

Such variations are not considered defects and do not qualify for returns or exchanges. If you have any questions before placing an order, we encourage you to contact us. We will be happy to assist you in selecting the right product.

STUDIO MOO offers two delivery services depending on the product.　Some products allow you to choose your preferred delivery method during checkout.

Your order will be delivered to the entrance of the delivery address.　This service does not include indoor delivery, assembly, or installation.

Depending on the building conditions (for example, buildings without an elevator or those requiring advance delivery registration), products may be delivered to the ground-floor entrance instead of your front door.

In certain situations, you may be asked to assist the delivery driver in moving the product to your entrance.

This service includes:

• Delivery to your room
• Unpacking
• Assembly (where required)
• Installation
• Removal of packaging materials

Please note that delivery to upper floors via stairs may not be available for certain products.

To ensure a smooth delivery, please confirm the following before your scheduled delivery date:

• Adequate access through entrances, hallways, and doorways
• Elevator dimensions (where applicable)
• Sufficient installation space
• Any obstacles such as handrails, light fixtures, or door hardware

*Please also check for any obstacles along the delivery route, such as door handles, handrails, light fixtures, or wall switches. For large furniture such as sofas, please refer to our Delivery Access Guide before placing your order.

Please note the following:

• Please ensure that sufficient space is available for delivery and installation.
• Delivery personnel cannot move existing furniture or appliances.
• Someone must be present during the scheduled delivery.
• Delivery dates and installation services may not be available in certain regions or for certain products.
• Please inspect your product carefully before signing the delivery confirmation.
• Once the delivery has been accepted, we cannot accept claims relating to assembly or installation unless a manufacturing defect is identified.
• Products ordered together may be delivered separately by different carriers.

Shipping charges vary by product.

If shipping is not separately listed on the product page, it is included in the product price.

Additional shipping charges may apply to deliveries to Hokkaido, Okinawa, remote islands, and certain other regions.

•For all products, deliveries to Hokkaido, Okinawa, remote islands, and certain other areas require a separate shipping quotation.
•If you would like a shipping estimate before placing your order, please contact us via the Contact link on the relevant product page and include your delivery postal code.
•In some areas designated by our delivery partners, White-Glove Delivery (delivery with unpacking and installation) may not be available.

Products eligible for White-Glove Delivery are assembled and installed by our delivery specialists. Packaging materials will be removed and taken away after installation.

• White-Glove Delivery may not be available in certain remote regions or islands.
• We will notify you of the earliest available delivery date by email.
• If you need to change your delivery date, please contact us as soon as possible.
• If we do not receive a request for changes, delivery will be arranged according to the schedule provided.

The delivery carrier will contact you by telephone or SMS on the day before, or the morning of, delivery to provide an estimated arrival time.

Additional delivery charges may apply if:

• delivery is rescheduled after the permitted deadline;
• no one is available to receive the delivery at the scheduled time; or
• delivery or installation cannot be completed due to building conditions or insufficient access.

Assembly requirements vary depending on the product. Some items are delivered fully assembled.

White-Glove Delivery does not include wall mounting or installation work requiring construction. For such services, please consult a qualified contractor.

STUDIO MOO provides a three-year warranty on eligible products.

If repairs are required after the warranty period has expired, or where the warranty does not apply, we will continue to provide repair services whenever possible for an appropriate service fee.

During the warranty period, products that develop defects under normal residential use and in accordance with the supplied instructions will be repaired, supplied with replacement parts, or replaced at no additional charge.

Products used for commercial or business purposes are not covered by this warranty.

3 years

This warranty applies only to the product itself.

The warranty does not cover:

• damage to floors, walls, or other property;
• personal injury or consequential damages;
• normal wear and tear;
• fading caused by sunlight;
• scratches, stains, or deterioration resulting from ordinary use;
• consumable items such as batteries or light bulbs; or
• natural aging of materials.

The warranty does not apply in the following circumstances:

• Damage caused after delivery through transportation, relocation, impact, dropping, water exposure, or improper storage.
• Damage resulting from fire, earthquakes, floods, lightning, salt air, insects, or other natural disasters.
• Commercial or institutional use.
• Products used outside Japan.
• Repairs requested for components that are not defective.
• Second-hand or transferred products.
• Products that have been modified, altered, or customized.
• Repairs or modifications carried out by parties other than STUDIO MOO or its authorized service providers.
• Any other circumstances determined by the Company to fall outside the scope of normal warranty coverage.

• Where a manufacturer’s warranty is provided, that warranty shall take precedence over the STUDIO MOO warranty.
• Please retain your proof of purchase, as it may be required when requesting warranty service.
• To assess damage, we may ask you to provide photographs of the affected area.
• If the original product has been discontinued, we may offer an equivalent replacement product instead.
• Product specifications and designs may be changed without prior notice.
• Replacement parts may differ slightly in appearance from the original.
• Repair visits or transportation costs may be chargeable depending on the circumstances.
• This warranty is valid only within Japan.
• If you have any questions regarding warranty coverage, please contact us.

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