Q: How can I proceed with shopping?
A: That is so simple, ever! You can add the products that you like to the cart, and click on “Checkout” to complete your order. Upon filling in your personal information, you can also click on "Create an account?" if you wish to have your account. You can continue to order without making an account as well.
Q: How can I know whether the items are in stock?
A: We will let you know the inventory after your order by e-mail. If necessary, contact us: firstname.lastname@example.org
Q: Do you sometimes offer promotions?
A: Since most of our products are handmade, we do care about quality and respect towards artisans to aim for sustainability, therefore we are not an aggressive supplier who offers promotions or large discounts.
Q: How can I pay?
A: We accept either Direct bank transfer or Credit Card (VISA/ MASTER/ American Express etc) via PayPal or Square. We will send you an invoice via PayPal so you will make a payment directly. For payment via Direct bank transfer, we will send you an invoice, then please use your Order ID as the payment reference upon transfer. Your order will not be shipped until the funds have cleared in our account.
Note that the prices on this web are excluding shipping cost, customs duty, and additional tax or expense. We will check the updated inventory and estimate the shipping cost and send an invoice for your payment processing.
Q: Does the sales price include the shipping fee?
A: No, the shipping cost as well as customs duty, and additional tax or expense are excluded. Good news, if your purchase is over 50,000 Japanese yen (USD500), the shipping fee is free of charge! For your purchase from Japan, it's no charge for over 10,000 Yen.
Q: Do you support international orders?
A: Yes, we can deliver our products to Asia, Oceania, North, Central and South America, Middle East, Europe, Africa via DHL, FedEX or EMS. Please be noted that DHL, FedEX or EMS are not working in some countries due to COVID-19 pandemic situation.
Q: Does the sales price include custom duties and taxes?
A: No, customs duties and VAT (taxes and charges) are not included, and will be invoiced to you directly from the shipping company. Please check our User Guide for details on International Shipping.
Q:Normally how long does it take to receive my order?
A: It depends from which country you order. In general it would take internationally between 2-7 business days after your payment is done. Delivery details will be provided in your confirmation email.
Q: What if I want to change or cancel my order?
A: If for any reason you are not completely satisfied with your purchase, you can cancel or change your order on the condition that it is before our delivery. If you wish to return goods after the delivery, please contact us within seven days. You will be required to pay the return delivery charges, as we will only refund the original payment for the goods and the associated delivery charge.
Q: Where can I find the delivery status?
A: The tracking code will be informed after delivery.
To track your order, You can check here at the courier’s website.
Q: How can I care about the product?
A: For our delicate and fine product care, please avoid using the microwave, electric or gas oven, direct fire, and dishwasher.
Q: Where is your product produced?
A: Our handmade craftworks are mainly made in Japan. Our collaborating artists have a good care of its quality, and as all are handmade, so we would like to note that there might be slight variations in shape, color, dimensions, etc., unavoidably, small bubbles and contamination, however there are no problems in terms of quality!
Q: Any return policy set up?
A: If there are some issues for damages or mistakes, we would receive your requests for exchanges or returns. Please kindly let us know within seven days after delivery. Our company bears the return fee. However, we will not be able to accept any exchanges or returns because of the customers’ personal preferences.
Q: What can I do if my order arrived incomplete or damaged?
A: We do our best to ship your products with great care and protection, however if you find it incomplete or damaged, please let us know. We ship the product again and the shipping cost is covered by us.
Q: For return, how long will it take to receive my credit?
A: For return, we proceed to refund after receiving your return package. It may take up to 3-7 additional business days to transfer it. When your refund is processed, we will confirm this to you by email.
Q: A glass has turned white. How can I remove it?
A: To get rid of the white stains, you can try to pour into the glass (decanter, jug, or vase) half a liter of vinegar mixed with a few handfuls of coarse salt, then shake it gently before rinsing in a warm water. Alternatively, use a bathroom limescale remover with a bit of water, you just rub the trace with a soft sponge. We hope you will solve it!
Q: Can I wash your product in my dishwasher?
A: As our products are fine and delicate, we do not recommend it. A gentle hand wash would be the best!
Q: What if your product is broken during shipping?
A: It would rarely happen as we do our best to ship your products with great care and protection. We insure against break, so in case it happens, please let us know so that we ship the product to you again as soon as possible.
Q: Can you do a gift wrapping?
A: Yes, we do it for free! Please note that the custom officer might open the gift wrapping, so we cannot guarantee its quality.
Q: What does sustainability mean?
A: For us, sustainability means always having longevity by all means. We achieve this through our selected items in high quality, durability and functionality. Respecting our craftsmen leads to protecting their business and inheriting the skills, which everything matters in the way we work, care and create. We are working hard to make conscious choices, that is the reason why we don’t do an aggressive promotion.