If your query isn't answered here, please use the contact form at the bottom of this page to write to us with your specific questions and we'll get back to you shortly.

FAQ

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. 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? How much does shipping cost?

Yes. You will receive your order via DHL Express. Most orders will arrive within two to three days from shipment, not counting weekends and public holidays.

If you are shipping to an APO/FPO address, DHL Express cannot ship to you; you will be offered registered airmail at checkout. Please note that packages sent via the postal service instead of DHL cannot be replaced in the case of loss or damage.

Shipping charges are directly based on the rates DHL and the postal service charge us, and will automatically be calculated at checkout based on the weight of your order. As a guideline,

  • shipments to the United States begin at around 15 USD;
  • shipments to Europe begin at around 14 EUR;
  • and shipments to Australia begin at around 15 AUD.

Customs and duties are not included in our quoted shipping charges, and may be levied separately by your country's customs authorities.

Shipments originate from Singapore and depart the atelier Monday through Friday — if you place your order on a weekend, it will be sent out on the next working day. Please note that a phone number is required for all international orders, and that your delivery will require a signature upon receipt. We strongly discourage the use of signature release..

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 the atelier does not see nor store your payment 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.

Is my payment and personal information secure?

Yes. The entire Musubi website uses the HTTPS protocol and your connection to us is encrypted throughout the whole process, from browsing products to making a purchase.

You can verify the secure nature of our website by looking for the lock icon in your browser's address bar, and clicking it for additional information.

I clicked the checkout button 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 place an order but could not complete the shipping process. Why?

There is a weight limit of 10 kg per order. For reference, an A5 handbound journal is around 0.6 kg.

You can break a larger order into multiple orders; alternatively, write to us using the contact form and we'll help.

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.

I forgot to add an item to my order. Can I change it after it’s been placed?

The atelier does not store your payment information for security reasons, so we cannot add an item to an order after it's been placed. Use the contact form to write to us, then place a new order for your additional items. We'll combine the orders into one shipment and refund the difference in shipping costs to your new order.

Please note that due to fraud protection rules, this combining of orders does not happen automatically. We need approval from you in writing to combine your orders.

What is the atelier’s 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.

What personal information do you collect when I place an order, and how is it used?

When you place an order with us, we collect your name, payment information, billing and shipping addresses, email address and phone number.

  • Your payment information is used to process your order. We do not see nor store it.
  • Your shipping address, email address and phone number are shared with DHL Express so that they can get your order to you.
  • Following the completion of your order, we store your customer and order record in encrypted form for at least the duration required by Singapore law.

The atelier does not sell information to, nor does it share information with, third parties except as above.

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.

Write to us early if possible, as large or complex orders may require a significant lead time.

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