Ponyo one touch bottle

How long delivery takes

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

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.

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.

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.

Everything we sell is shipped from Japan. When a parcel reaches your country it crosses a customs border, and at that point your own authorities may apply import duty, tariffs and sales tax. The amount is set by your government, not by us, and it is separate from the shipping fee. Here is what to expect for your destination.

United States, in detail

Our minimum order value is $50, and every US order ships Delivered Duty Paid. There is no order small enough to fall outside it.

This matters more than it used to. The United States withdrew its $800 duty-free allowance in August 2025 and made the withdrawal permanent in June 2026, so every parcel entering the country is now assessed, however small. Tariffs applied to country of origin and product category have also changed repeatedly across 2025 and 2026, and the rate depends on how each item is classified, so ceramics, tea, textiles and cutlery are not treated alike. None of that reaches you. We absorb whatever applies and the checkout total stands. We do not publish a rate here because it would be out of date within weeks, but if you want the commodity codes we declare so you can check for yourself, just ask.

Canada

Orders are shipped Delivered Duty Unpaid. Goods arriving from Japan above CAD 20 may attract duty and GST or HST. These charges are set by the Canada Border Services Agency and collected by the carrier before delivery, which usually adds a handling fee of its own. Details are on the CBSA website.

European Union

Orders are shipped Delivered Duty Unpaid. Import VAT, and customs duty where it applies, are collected by the carrier or your postal service before the parcel is released, together with a handling fee charged by the carrier for making the declaration on your behalf.

Two points worth knowing. Import VAT applies to every parcel entering the EU, with no minimum value, at your national rate. And the EU is withdrawing its €150 duty-free allowance during 2026, with a flat customs charge applying to low-value parcels from 1 July 2026. Rates and current rules are published by your national customs authority.

United Kingdom

Orders are shipped Delivered Duty Unpaid. Import VAT, and customs duty on consignments above £135, are collected by the carrier before delivery, along with its handling fee. Current thresholds and rates are published by HM Revenue & Customs.

Australia

Orders are shipped Delivered Duty Unpaid. Australian customs treat consignments below AUD 1,000 as low value imports. GST generally applies to these goods, while customs duty is normally reserved for consignments above that threshold. Current rules are published by the Australian Border Force.

New Zealand

Orders are shipped Delivered Duty Unpaid. New Zealand applies GST to imported goods, and consignments above NZD 1,000 may also attract customs duty and a border processing fee. Charges are collected before the parcel is released. Current rules are published by New Zealand Customs.

Everywhere else

Orders are shipped Delivered Duty Unpaid. Any duty or tax due is collected by the carrier or your postal service before the parcel is released. Rates vary by product category, so ceramics, tea, textiles and knives are not treated alike. Your national customs website is the reliable source, and we are happy to send you the commodity codes and declared values we use if you want to check before ordering.

Parcels refused or left unclaimed

Where duties are payable on delivery and the parcel is refused or never collected, it is either returned to Japan or destroyed, depending on the country. Return carriage from most destinations costs more than the outbound leg. If a parcel reaches us again we will refund the goods, but outbound and return shipping cannot be recovered and will be deducted from the refund. Please make sure someone is able to accept the parcel and settle any local charge.

Food, tea and restricted items

Many countries apply additional rules to food, tea and matcha, and some restrict knives. These items may be inspected, held, or in rare cases refused entry, whether or not the tax has been paid. We declare every parcel accurately. We cannot mark an order as a gift or understate its value, as both are customs offences and would put your parcel at risk rather than protect it.

A question about a specific order

Email [EMAIL] with your order number. We answer from Fukuoka, Japan, so please allow for the time difference.