Shipping

How long delivery takes

Everything ships from Japan. Times below are typical, and customs procedures in your country are the part we cannot predict.

Stage Standard Express
Processing and dispatch Within 72 hours Within 72 hours
International transit 2 to 4 days 1 to 3 days
Customs clearance 1 to 3 days Under 2 days
Local carrier delivery 2 to 4 days 1 to 2 days
Total, door to door 8 to 14 days 5 to 9 days

Customs clearance is the only stage neither we nor the carrier controls. A parcel held for inspection can add several days, and that is outside the estimates above.

If something is wrong

Tell us. Most cases are settled by email within a day or two, and a return is often not necessary at all.

Damaged, faulty or not what you ordered

This one is on us. Email us within 14 days of delivery with your order number and a photograph of the problem, including the packaging if the parcel arrived damaged.

We will replace the item or refund it in full, shipping included. You pay nothing, and in most cases we will not ask you to send anything back.

Changed your mind

You have 14 calendar days from the day you receive your order to ask for a return. Write to us first, before sending anything back, so we can give you the return address and a reference for your parcel.

The item must come back unused, in its original packaging and in the condition it reached you. Once it arrives we inspect it and refund the price of the goods to your original payment method, usually within five working days.

Please read this before you order. Returns travel back to Japan, and you cover that cost. From North America or Europe it is rarely cheap, and on a low-value item the postage can exceed what you paid for it. The original shipping fee is not refunded either. If you are hesitating between two items, ask us before ordering rather than after. We answer quickly and we would far rather help you choose than process a return.

What cannot be returned

A change of mind does not cover the following, for reasons of hygiene, safety or customs. Faulty items are of course still covered above.

  • Food, tea, matcha, confectionery and anything edible, whether opened or not
  • Cosmetics and skincare once the seal is broken
  • Socks and other items worn against the skin, once tried on
  • Knives and blades that have been used or sharpened
  • Items personalised or made to order for you
  • Anything returned without contacting us first

Handmade pieces are not defective

Much of what we sell is made by hand. Variations in glaze, colour, grain and shape between two pieces of the same ceramic are the mark of the craft, not a fault, and they are described as such on the product pages. These variations are not grounds for a return under our damaged and faulty policy, though the 14-day change of mind period still applies.

Start a return

Email [EMAIL] with your order number and a line about what is wrong. We will reply with the return address and a reference to write on the parcel.

Please do not send anything back before you have that reference. Unannounced parcels are difficult to match to an order and slow the refund down considerably. We answer from Fukuoka, Japan, so allow for the time difference.

Nothing on this page affects the statutory rights you hold in your own country, which apply in addition to the policy described here.