Help Center

If you have any questions regarding our website, your order or anything bento related, please feel free to send us email at info@kutaniware.com or contact form. Normally we respond within 24 hours.

We value our customers and their feedback! If you have any comments regarding your experience with JAPAN KUTANI SHOP we'd love to hear them.

Please send an email to our wholesale representative at info@kutaniware.com  or contact form.

We love collaborators! Please send an email to info@kutaniware.com

Once your order has shipped, you will receive a shipping confirmation email. This email will contain your tracking number as well as a link to track your package.

With the tracking number provided please contact your local delivery post office for any further delivery details. If you still have not received your order please e-mail us (info@kutaniware.com  or contact form.) for assistance.

Shipping costs vary depending on where you live, the weight of your package and the shipping method you choose. However, most orders ship with the following rates:

1-5 Items : US$ 8-30

6-10 Items : US$ 12-40

More than 11 Items : US$ 25-

We offer special shipping freight for order more than JPY20,000 (Approx. US$189) and shipping free for order more than JPY50,000 (Approx. US$470) product price.

Exact shipping rates will be displayed during the checkout process.

Your parcel will be packed very carefully as stated in Shipping Policy so that customers can avoid to face unnecessary trouble.

We offer gift wrapping(Furoshiki wrapping) depend on the customers request. If you have request, please mention it into order note or send a message to us.

Keep in mind that estimated delivery windows do not include weekends. Additionally, shipping delays do happen from time to time and they are unfortunately out of our control.

If your delivery window has passed and you still have not received your order, please contact us and we will track down your package for you.

A shipment confirmation email should be sent to you within five business days of completing your purchase. Most of the time, missing shipping confirmations can be found in the spam/promotions folder provided by your email client.  If you can’t find your shipping confirmation there, please contact us and we will make sure you receive a confirmation email.

Yes! We guarantee our products to arrive in perfect condition. In the event that an item from your order is damaged during shipping, please email us with a detailed photo of the damage within 48 hours of your delivery.

Contact form

'Retention' means that your parcel is being held at your local Post Office and you either need to pick it up there or schedule a redelivery if possible.

Packages are sometimes sent back to our offices for a variety of reasons (customer provided incomplete shipping address, package was not picked up within post office retention period, etc.). In these cases, the customer is responsible for paying a fee to re-ship the package. If you do not want to pay a re-shipping fee, we will refund your order (minus the shipping fee, if applicable).

If you're not satisfied with your purchase, you can return the items and ask for a refund, an exchange or store credit.

All returned items must be unused and in the original condition you received them in. Shipping fees cannot be reimbursed.

Exchange requests must be made within seven (10) days after delivery. Simply notify us of the item(s) you would like to exchange and send the item(s) you received back to us (customer is responsible for return shipping fees). After we receive the returned item(s), we will adjust any price differences and send you the new item(s) requested.

Yes! You can create a customer account on JAPAN KUTANI SHOP and save your payment and shipping details for faster checkouts in the future.

We can cancel your order if it has not shipped out yet. Send us an email to let us know that you would like to cancel your order.

In the event that your order has already left our warehouse, we unfortunately cannot cancel your order. Unwanted items will have to be returned after delivery (customer is responsible for return shipping costs). After the unwanted items are received at our offices, we will refund the order minus the original shipping cost.

We can add or remove items from your order if your order has not shipped yet. Send us an email to let us know how you would like to modify your order.

In the event that your order has already shipped out, we unfortunately cannot modify your order. Unwanted items will need to be returned after they received (customer is responsible for return shipping costs) and any additional items will need to be purchased as a separate order.

You should receive an order confirmation within a few minutes of completing your order. If you do not receive a confirmation email within one hour of making a purchase, please send us an email to ensure that we have received your correct email address and that your order has been completed successfully.

Most of the time, PayPal rejects credit cards for one of the following reasons:

   1. Your card is associated with a specific PayPal account, and you're logged in with another account.

   2. Your card was associated with a PayPal account that has since been closed.

   3. You've linked the card to a PayPal account, but have not yet confirmed it.

   4. You've exceeded your card limit with the PayPal system.

   5. Your email address is raising a red flag in PayPal's system.

   6. Your browser is not accepting cookies. You should clear any existing cookies and try again.

If the above steps do not solve your issue, please contact PayPal directly.

Please check to see if:

Your card is expired or out of date

You need to complete card confirmation process

Your card provider or bank has more information
If the above steps don’t solve your issue, please contact Credit card company or PayPal directly or choose an alternate payment method.

You can display prices in a variety of other currencies using our currency tool at the top or bottom of our site.

After adding items to your cart and clicking ‘proceed to checkout,’ enter your discount code in the ‘gift card or discount code’ box and click ‘apply.’ Your total should reflect the new discounted price.

We accept Paypal payments as well as VISA, Master, JCB, AMEX, Apple Pay, Google Pay, Alipay, Union Pay and Wechat Pay.

We will issue a refund within 1-2 working days of receiving your returned order. The refund will be received in your account generally within 5-10 working days or one billing cycle, depending upon your bank.

Some products are microwave safe and some are not. This is primarily dependent on what material the product is made from. Sometimes Gold and Silver contained depend on the design then it is not microwave safe.
If you want to know for specific product, please kindly email at : info@kutaniware.com or contact form.

There are some important care tips to keep your Kutani Ware in best condition for a long time.

Please kindly check this page.

We can provide gift wrapping service. Please kindly check the detail at this page.

Unfortunately but we don't provide appraisal service.

Please be aware that in all cases the customer is responsible for paying any customs fees applied to their order and for providing any and all documents required by customs in the country of receipt.

These costs include the sales tax in the country of receipt (applied to the total value of the order), duties on the cost of products (around 6% for the European Union) and any handling fees applied by the shipping provider.

If you click on the flag icon at the bottom left of the screen, you can see the Import Tax and Custom information of your country.

For Express Shipping: FedEx, UPS and DHL usually send an invoice a few days after delivery where as EMS (JP Post) generally charges the required sum at delivery.

For Registered & Economy Shipping: Your national carrier will generally bill you when applicable.

We understand that custom fees are worrying for some customers. We hope that you are reassured by the fact that, when buying on JAPAN KUTANI SHOP, you really are ordering direct from Japan- getting authentic and original Japanese items that are not easily found anywhere else.

For our customers in the USA: Most packages with a declared value under $2000 USD will be cleared without any fee. We ship to the US every single day and we have never had any issues with customs.

For our customers in Australia: Orders below $1000 AUD are regarded as 'low value imports' by Australian customs. As of 01 July 2018, customs duties may apply to any goods imported from overseas by consumers in Australia. For more information, please visit the Australian customs website.

For our customers in Canada: Orders above $20 CAN require that you pay the applicable duties and the GST. For more information, please visit the Canadian customs website.

For our customers in Singapore: Orders above S$400 require that you pay the applicable duties and the GST. For more information, please visit the Singapore customs website.

For our customers in the EU:

EU Directives calculate the Total Value of the order as a combination of the price of product and shipping fees.

- For orders with a Total Value of 22 Euros and below: Exempted from both tax and import duty.
- For orders with a Total Value ranging between 22 to 150 euros: The buyer is responsible for paying the consumption tax of the total value. 
- For orders with a Total Value that exceeds 150 euros: The buyer is responsible for paying both consumption tax and import duty of the total value.

Additonal information on importing goods to:   Switzerland   Germany   United Kingdom

Unfortunately, due to shipping regulations out of our control, orders from us cannot be claimed as a gift at customs.