FAQ
Can I add more items to my order after placing it?
Yes, you can add more items to your order until it is finalized.
Will each item be wrapped in Furoshiki?
Every item will be wrapped in Furoshiki, a traditional Japanese wrapping cloth that protects and decorates.
Do you accept PayPal?
Yes, we accept PayPal along with other payment methods.
Can I change the billing address after placing an order?
Once an order is placed, the billing address cannot be changed. Please ensure it is correct at the time of ordering.
Where is your company located?
We are based in Tokyo, Japan, and operate online without a physical storefront.
What payment methods do you accept?
We offer various payment options, which will be available at checkout.
Will I have to pay customs or import taxes?
As our items are delivered DAP (Delivered at Place), you may be responsible for customs or import taxes, which are separate from our charges.
How can I cancel my order?
To cancel your order, please follow our cancellation policy available here: [Refund Policy]
When will items that are sold out be available again?
For items that are temporarily unavailable, you can sign up for a 'Notify upon Arrival' option to be alerted when they're back in stock.
How long does it take to dispatch an order?
Orders placed by 12 PM JST are usually shipped the same day. For orders up to 3 PM JST, same-day shipping is aimed for but not guaranteed. Be mindful of the time zone differences.
Do you have a physical store?
No, we operate online and ship directly from Tokyo, Japan.
How much will shipping cost?
Shipping costs vary based on destination and the weight of your order. The final cost will be calculated at checkout.
Do you ship internationally?
Yes, we ship worldwide, with a few exceptions. Available countries are listed at checkout.
What if my order arrives damaged?
If your order arrives damaged, please contact us with photo evidence for a return or exchange.
How do I return an item?
You can return items within 30 days of receipt through the 'My Account' section.
Can I exchange a damaged or imperfect item?
Yes, if your item arrives damaged or with imperfections, contact us for an exchange.
When will I receive a refund?
After we receive and inspect the returned item, we will process your refund and notify you.
What if my item is damaged on arrival?
For items damaged on arrival, we offer exchanges. Contact us with details of the damage.
How can I find product dimensions?
Product dimensions are listed on each product's page.
Are your clay pots suitable for induction heating (IH)?
Our clay pots can be used on direct fire and in ovens but are not suitable for induction heating.
Can plates be used in the oven?
Our plates are not designed to withstand oven heat and should not be used in ovens.
Can I buy individual items from a set?
Items sold as sets cannot be separated or sold individually.
Are your products microwave and dishwasher safe?
Please refer to the 'Usage Caution' section on each product page for information on microwave and dishwasher safety.
How much does the teapot hold?
The capacity of our teapots varies. Check the product page for specific details.
Can I warm sake bottles in hot water?
Sake bottles without gold or silver decorations can be warmed in hot water.
Do your products contain lead or cadmium?
Our products are tested for safety and comply with standards for lead and cadmium content.
Are cracks in the products considered defects?
Fine lines or cracks are part of the product's design and not considered defects.
How can I get discounted shipping?
Check our Campaigns and Privileges section for any available shipping discounts.
Where do you ship from?
All orders are shipped from Japan. Visit our Shipping Information for details on international shipping.
What carriers do you use for shipping?
The carriers used depend on your location. This information is provided during the ordering process.
What if my order contains backordered items?
Orders containing backordered items will ship once all items are available. Handmade items may delay shipment.
How are items packaged for shipping?
Each item is carefully packaged to ensure it arrives in perfect condition.
Q: Can I add items to my order after it has been placed?
A: Yes, you can add more items to your order before the packaging process is completed.
Q: Do you offer individual Furoshiki wrapping for each product?
A: Yes, we can provide Furoshiki wrapping for each item upon request.
Q: I can’t seem to find the gift wrapping option; is it available?
A: Gift wrapping is available for certain products. Please check the product page for this option.
Q: Is it possible to include a gift message card with my order?
A: Yes, you can select the option to include a gift message card during checkout.
Q: Do you accept payments via PayPal?
A: Unfortunately, we do not accept payments through PayPal at this moment.
Q: Can I change my billing address?
A: The billing address cannot be changed due to system limitations, but it won’t affect the delivery.
Q: Where is your store located?
A: We are an online store based in Tokyo, Japan, without any physical storefronts.
Q: Are your products made in Japan?
A: Yes, all our products are handcrafted by artisans in Japan.
Q: What payment methods can I use for my purchase?
A: We offer a variety of payment options, which will be displayed to you at checkout.
Q: Will I be responsible for customs fees?
A: Yes, customers are responsible for any customs fees imposed on their order. These vary by the destination country and will be detailed during the ordering process.
Q: How do I cancel my order?
A: If you need to cancel an order, please contact us as soon as possible before the order is processed.
Q: How can I change the currency of the product prices?
A: You can adjust the currency settings at the bottom of our site on mobile devices, or on the bottom left for PC users.
Q: The item I want is sold out. When will it be back in stock?
A: Some of our items are in limited production and may not be available for pre-order. Please use the "Email me when available" option on the product page to receive notifications.
Q: How long will it take for my order to ship?
A: Orders typically ship within 2 business days, but orders containing pre-ordered items may take between 1-2 months to ship.
Q: Do you have any physical store locations?
A: We are a Tokyo-based online shop and do not have physical stores either in Japan or abroad.
Q: How much is the shipping fee?
A: Shipping fees vary based on the delivery destination and order details. The exact amount will be calculated at checkout.
Q: Do you ship internationally?
A: Yes, we do offer international shipping, though some restrictions apply to certain countries, which can be verified at checkout.
Q: What should I do if my product arrives damaged?
A: If you receive damaged goods, please contact our customer service with photos of the damage, and we will arrange for an exchange or refund.