Q: I'm unable to login.
Login with your registered e-mail address and password. If you've forgotten your password, please go to the login page and select "Forgot my password." to change your password. For privacy reasons, we are unable to check your password. Please note that we are also unable to provide any questions you may have in regards to your password.
Q: I forgot my password.
To change your password, you'll need to know your registered email address. If you don't know your email address, please register again here.
Q: I signed up, but didn't recieve a confirmation email.
In the case of membership registration completion, order completion, etc., you will receive a confirmation email as soon as the process has been completed. If you do not receive an email, it may be due to a delay in the delivery or a possible mistake in your registered email address.
※ We kindly ask you to also check your spam filter and to deactivate the domain, "@whitestonegallery.co.jp"(If you don't, you may not receive any further news from Whitestone Online Gallery).
If there still seems to be an issue, please contact us using the "Contact Us" form.
Q: I want to unsubscribe from the newsletter.
You can unsubscribe by selecting the unsubscribe link located on the newsletter you've received, or by logging in to the store and changing your newsletter preferences on the Customer Information page.
Q: I want to edit my personal information (e-mail, password, address, etc.)
If you wish to change, add, or remove information from your account, please log in to the store and make the changes on your Customer Information page. Click here to change your registration details.
To change your password, click here. If you would like to change your first and last name, please contact us using the 'Contact Us' form.
Q: Can I change my registered delivery address to a different one?
You sure can! Please contact your gallerist or use the "Contact Us" form.
Q: Is it mandatory to sign up?
Yes, you must be a registered member to purchase artworks or make inquiries about the artworks.
Q: What is a "Membership Rank"?
At Whitestone Online Gallery, we assign a membership rank based on your past purchases. As you progress through the ranks, more artworks will be available for you to browse and buy; allowing you to enhance your collection. You can find out more about the membership tiers by following this link.
Q: I'd like to know/confirm my Membership Rank.
You can check your membership rank on "My Page". You'll also receive an email to be informed of your rank renewal. ※ Cancelling or returning your order will not be credited to your purchase price.
Q: I'd like to withdraw my membership.
Please use the "Contact Us" form if you wish to withdraw your membership and we will process your request. Please note that once you've canceled your membership, your membership rank will no longer be valid. Thank you in for understanding.
Buying Art with Whitestone Online Gallery
Q: How do I buy art on Whitestone Online Gallery?
For more information on how to place an order, please refer to the "Buying Guide" at the bottom of the page.
Q: I'd like to know more about the artwork.
If you have any questions, contact us via "Contact Us" or use our chat service.
Q: Can I cancel my order?
As a rule, we do not accept cancellations after the purchase has been completed for the convenience of the customer. Thank you for understanding.
Q: How do I check my order?
You can see your orders and the amount you have paid for them under the "Order History" section of "My Page"
Q: What are the acceptable methods of payment?
We accept payments through bank transfers, credit card, and Paypal.
Q: Which credit card companies do you accept?
We accept VISA, Mastercard, and American Express.
Q: Do you issue reciepts?
Please use the delivery note sent with the goods as your receipt. If you would like a separate receipt, please ask your gallerist.
Delivery and Shipping
Q: When will I receive my artwork?
The time required for delivery depends on the nature of the artwork. Once the payment is made, we will start the packing and delivery process, which may take a few months depending on the type of artwork.
Q: Can I choose my shipping carrier?
It will be the customers' responsibility to arrange the delivery with a shipping carrier company. If you'd like some suggestions, we'll be happy to introduce you to our partner shipping companies.
Q: Which countries do you deliver to?
We ship worldwide! Please let your gallerist know the destination country during the negotiation.