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Frequently asked questions
If your question is not here, email [email protected] and a person will answer.
Where do you ship from, and where do you ship to?
Every order ships from our studio in Tokyo. We deliver to more than 60 countries, including the United States, Canada, the United Kingdom, the EU, Australia, Singapore, Hong Kong, Taiwan and South Korea. If your country is not available at checkout, write to us and we will quote a rate.
How long does delivery take?
Orders are packed within two business days. Express courier delivery then takes 2–5 business days to most destinations; standard tracked post takes 7–14 business days. You will receive a tracking number by email as soon as the parcel leaves.
Will I have to pay customs duties or VAT?
Possibly. Parcels are shipped from Japan, and your country may charge import duty or VAT on arrival; these are collected by the carrier and are not included in our prices. In our experience most orders under $150 arrive without charges in the US, and EU orders are charged VAT at the local rate. See the shipping page for details by region.
Which currencies and payment methods do you accept?
All prices are in US dollars. We currently accept bank transfer; card payments are being added shortly. Your order ships as soon as the payment has cleared.
Can I return something?
Yes. Unused items in their original packaging can be returned within 30 days of delivery for a full refund of the item price. Food, opened cosmetics and personalised items are excluded for hygiene reasons. Full details are on the returns page.
My item arrived damaged. What now?
Email us a photo within 7 days of delivery and we will send a replacement or refund you straight away. You do not need to send the damaged item back.
Are your products really made in Japan?
Yes, every one. We list the town or region where each product is made on its page, and we have visited every workshop we buy from. If a product is made partly elsewhere, we say so.
Can you gift-wrap an order?
Every order is wrapped in washi paper as standard. If it is a gift, leave a note at checkout and we will leave the invoice out and include a handwritten card with your message.
Do you offer wholesale?
We supply a small number of independent shops and cafés. Use the contact form and tell us a little about your space.
How do I look after a cast iron teapot / hinoki board / lacquerware?
Each product page has a care section under “Details”, and we include a care card in the parcel. In short: rinse and dry cast iron fully, stand hinoki boards on edge to dry, and never soak lacquerware.