If your query isn't answered here, please use our contact form to write to us with your specific question and we'll get back to you shortly.
WHERE IS MUSUBI BASED? DO YOU HAVE A RETAIL STOREFRONT I CAN VISIT, OR DEALERS I CAN BUY FROM?
The atelier is based in sunny, rainy Singapore, with secondary operations in Indonesia.
We do not have a retail presence or distributor network. This website is the only place from which you can purchase a Musubi diary or pen case.
The one exception is that we occasionally exhibit at pen shows and other fairs around the world, during which we may sell in person. Please follow our Instagram account at @ateliermusubi for updates on such events.
DO YOU SHIP INTERNATIONALLY?
We ship from Singapore by DHL Express to anywhere in the world they can reach.
Shipping charges are directly based on the rates DHL charges us, and will automatically be calculated at checkout based on the weight of your order. We ship so much cloth and paper on a regular basis that our rates through DHL are cheaper and shipment times faster than through the post office, so this arrangement saves you quite a lot of money.
Please note that your delivery will require a signature upon receipt, and that your phone number is mandatory at checkout so that DHL Express can contact you if there is an issue with your shipment.
WHAT PAYMENT OPTIONS AND CURRENCIES DO YOU ACCEPT?
We accept the following payment options. No matter which payment method you use, all transactions are secure and encrypted, and Musubi does not see nor store your card information.
- Visa, MasterCard and Amex cards, through Stripe's secure payment system
- PayPal Express Checkout
- Apple Pay and Google Pay
All prices are in Singapore dollars. Your issuing bank and credit card company determine the conversion rate to your local currency.
I HIT CHECKOUT BUT GOT REDIRECTED TO A NON-FUNCTIONAL PAGE. WHY?
This problem occurs because of a standards compliance issue with Safari and Mobile Safari. Using a different browser will resolve the problem.
I TRIED TO ORDER BUT MY PAYMENT WAS DECLINED. WHY?
Declined payments can be a complex issue, but the top three reasons why a payment is declined are:
- An incorrect card security code (three digits for Visa/MC and four digits for Amex). Check that you've entered your code correctly.
- An incorrect postal code on your billing address. Check that your postal code is correct.
- Your card issuer sees an international transaction from Singapore and flags it as suspect. This can usually be resolved with a phone call to your bank.
If you're still having trouble after trying these solutions, please write to us using our contact form and we'll see how we can help.
WHAT IS THE POLICY ON RETURNS AND REFUNDS?
We do not accept returns or issue refunds. If we've made a mistake with your order, please contact us and we'll make it right.
HOW DO I CARE FOR MY MUSUBI PRODUCT?
The usual care rules for fabric apply to our products: try not to poke or scrape them with anything too sharp, and keep coffee and other staining liquids well away. Should the unthinkable happen, use a paper towel to absorb the spill immediately. Our fabrics can be spot-cleaned by gently dabbing with a slightly damp cloth.
Our pen cases have a semi-flexible internal frame that is designed to take impacts of the sort you might inflict when accidentally dropping your case onto the ground. That said, nothing is impact-proof, so do take due care with your pens, and don't set heavy objects on your case for extended periods of time as you risk deforming the internal frame.
DO YOU ACCEPT CORPORATE ORDERS?
We do. Please use the contact form to write to us with your specific needs and we'll get back to you. We have significant experience working with hotels, private banks and other corporate clients, and can offer customisations that will help you represent and project your brand.
Please note that due to the handmade nature of our diaries, large orders may require a significant lead time.