Shopping Guide
Frequently Asked Questions (FAQ)
Many of our products are handmade by artisans. Variations in color, texture, glaze patterns, crazing, bubbles, size and appearance are natural characteristics of handcrafted products and are not considered defects.
Before You Order: About Handmade Products
Q. Will the item I receive look exactly like the product photo?
Many of the products we offer, including ceramics and glassware, are handcrafted by artisans.
As a result, slight variations in color, shape, size, weight, texture, and pattern may occur from piece to piece.
The product photos are representative examples only, and each item is unique. We appreciate your understanding before placing an order.
Q. The color or pattern of my item differs from the photos. Is it defective?
No. Handmade products such as ceramics and glass naturally vary in appearance due to the production process.
Differences in color, shading, glaze effects, and patterns are part of the character and beauty of handcrafted items and are not considered defects.
Q. The size or weight differs slightly from the product description. Is it defective?
Because our products are handmade, slight variations in size and weight may occur.
Minor variations that do not affect the functionality of the product are considered acceptable and are not regarded as defects.
Q. My ceramic item has fine crack-like lines on the surface. Is it defective?
The fine lines visible on some ceramic pieces are called crazing.
Crazing is a natural characteristic of ceramic ware that occurs during the cooling process after firing, due to different expansion rates between the clay body and glaze.
These lines exist only in the glaze surface and are not structural cracks in the ceramic itself.
They do not affect the usability or durability of the item and are not considered defects.
Please note that the appearance and amount of crazing may vary from piece to piece.
Q. My glass item contains small bubbles or irregularities. Is it defective?
Handmade glass products may contain small air bubbles, slight waviness, or variations in thickness.
These are natural characteristics of handcrafted glass and are not considered defects.
Q. There are small black dots or tiny holes in my ceramic item. Is it defective?
Small black specks caused by minerals in the clay and tiny pinholes created during firing may occasionally appear on ceramic products.
Items that meet our quality standards and do not affect functionality are considered acceptable and are not defective.
Q. The base of my ceramic item has small marks or rough areas. Is it defective?
The foot ring (bottom of the piece) may have slight irregularities or finishing marks resulting from the manufacturing process.
These characteristics do not affect the functionality of the item and are not considered defects.
Orders & Shipping
Q. How much is shipping?
Shipping costs vary depending on your country, the total weight of your order, and the shipping method selected.
After adding all desired items to your cart, please proceed to checkout and enter your shipping address to view the available shipping options and costs.
Q. When will my order be shipped?
In-stock items are generally shipped within 1 to 7 business days after your order is placed.
Due to system limitations, an item may occasionally appear available even when stock is unavailable. If this occurs, we will contact you by email with an updated shipping schedule.
Q. How long will delivery take?
Delivery time varies depending on your destination country and the shipping method selected.
Estimated delivery times are displayed when choosing your shipping method at checkout.
Q. When will Back Order items be shipped?
For Back Order Kiyomizu ware vases, production begins after your order is placed.
The production period is approximately 2 to 6 months.
Orders containing Back Order items will be shipped once all items are ready.
If you would like available items shipped earlier, please place separate orders.
Q. I live in the United States. Can I choose a shipping method other than DHL?
Currently, EMS, Air Mail, and Surface Mail services to the United States are unavailable.
Orders to the United States can only be shipped via DHL.
Q. Can you ship my order to my hotel during my trip to Japan?
Yes.
Please provide your hotel name, check-in date, and check-out date when placing your order.
When placing your order, please make sure to use your hotel's address in Japan as the shipping address.
Please note that shipments to addresses within Japan are subject to Japanese consumption tax (10%), regardless of the customer's country of residence.
We recommend placing your order at least 1 to 2 weeks prior to your arrival. Please note that we may not be able to accommodate last-minute orders.
Q. Can I purchase a shopping bag?
Yes.
Please order it directly from the product page.
Q. What payment methods do you accept?
- Credit Cards
- PayPal
- Google Pay
- Apple Pay
- Shop Pay
- Nihao Pay
- Bank Transfer
Customs Duties & Taxes
Q. Are customs duties included in the shipping cost?
No.
Customs duties, import taxes, VAT, and customs clearance fees are not included in the shipping cost.
Any such charges are the responsibility of the recipient.
Q. Can you tell me how much customs duties will be?
Customs duties and taxes vary by country.
Unfortunately, we are unable to estimate or calculate these charges on behalf of customers.
Please contact your local customs authority or shipping carrier for details.
Q. What happens if I refuse to pay customs duties?
If customs duties, taxes, or related fees are refused, the package may be returned to Japan.
- Original shipping charges are non-refundable.
- Any return shipping charges or related fees incurred will be deducted from the refund.
- Only the remaining product value, if any, will be refunded.
Depending on the return costs, a full refund may not be possible.
Returns & Exchanges
Q. My order arrived damaged. Can I get a replacement?
If your item was damaged during transit, please contact us within 30 days of delivery and attach photos showing the damage.
We will arrange a replacement at our expense.
If a replacement is unavailable, such as for one-of-a-kind items, we will either issue a refund or offer a similar replacement item.
Q. My vase leaks water. What should I do?
Please contact us within 30 days of delivery and provide photographs showing the problem.
After confirming the issue, we will arrange a replacement.
Shipping costs related to the replacement will be covered by us.
We may ask you to return the original item if necessary.
Q. Can I return or exchange my item?
Returns and exchanges cannot be accepted for:
- Items delivered more than 30 days ago
- Used items
- Personalized or custom-made items
- Orders placed incorrectly by the customer
- Change of mind purchases
- Variations inherent to handmade products
Handmade products may naturally exhibit:
- Color variations
- Differences in texture and appearance
- Variations in glaze patterns and shading
- Crazing in ceramics
- Bubbles or waviness in glass
- Slight size or weight differences
- Iron spots, pinholes, or other characteristics created during production
These are normal characteristics of handmade products and are not considered defects.
Returns or exchanges based on these characteristics will not be accepted.
Q. Can I return an item if I changed my mind?
Returns for change of mind may be accepted only for unused and unopened items.
Customers are responsible for return shipping costs.
Original shipping charges, customs duties, import taxes, and related fees are non-refundable.
Please contact us before returning any item.
Q. Can I cancel or change my order?
Orders may be canceled or modified before shipment.
Once a tracking number has been issued, cancellations and order changes can no longer be accepted.