Orders are processed after payment has been successfully completed.

Our usual order processing time is 1–3 business days. During busy periods, product launches, holidays or promotional periods, processing may take slightly longer.

Once your order has been processed and shipped, you will receive a shipping confirmation email with tracking information where available.

Please note that processing times are separate from delivery times.

We currently ship to the countries and regions available at checkout, including the United Kingdom, the United States, Australia and selected European countries.

If your country is not available at checkout, we are currently unable to ship to your location.

Estimated delivery times may vary depending on your location, the shipping method used and external factors such as courier delays, customs checks, public holidays or high order volumes.

Delivery times are estimates only and are not guaranteed.

Shipping costs are calculated and displayed at checkout before you complete your order.

From time to time, we may offer free shipping, discounted shipping or promotional shipping rates. These offers may be changed or withdrawn at any time.

For international orders, we use duty-paid shipping methods where applicable.

This means that import duties, taxes and customs fees are included in the price paid at checkout, unless clearly stated otherwise during checkout.

Customers should not be charged additional import duties or customs fees upon delivery when a duty-paid shipping method has been used.

Please note that customs checks or courier processing may still cause delivery delays. Japanese Kitchen Supply is not responsible for delays caused by customs inspections, courier processing or circumstances outside our reasonable control.

When tracking is available, you will receive a tracking link by email once your order has been shipped.

Please allow some time for tracking information to update after receiving your shipping confirmation. Tracking updates may take 2–5 business days to appear, depending on the courier.

If your tracking has not updated immediately, this does not necessarily mean that your order has not shipped.

While we aim to deliver all orders within the estimated delivery timeframe, delays can sometimes occur.

Delays may be caused by:

• Courier or postal service delays
• Customs checks
• Public holidays
• High order volumes
• Weather conditions
• Incorrect or incomplete shipping information
• Events outside our reasonable control

Japanese Kitchen Supply is not responsible for delays caused by shipping carriers, customs checks or incorrect customer information.

If your order is significantly delayed, please contact us at info@japanesekitchensupply.com.

Customers are responsible for providing a complete and accurate shipping address at checkout. Please carefully check your shipping details before placing your order.

Japanese Kitchen Supply is not responsible for orders delayed, lost or returned due to incorrect or incomplete address information provided by the customer.

If an order cannot be delivered because of an incorrect address, failed delivery attempt, refusal of delivery or failure to collect the package, any shipping costs, return costs, handling costs or other costs charged to us may be deducted from your refund where permitted by law.

If the courier is unable to deliver your order, they may attempt redelivery, leave the package at a pickup point or provide further delivery instructions. It is the customer’s responsibility to follow the courier’s instructions and collect the package where required.

If your order appears to be lost in transit, please contact us at info@japanesekitchensupply.com.

We will review the tracking information and, where necessary, contact the shipping carrier for further investigation.

A package is not considered lost if it is still within the estimated delivery timeframe or if tracking shows that it is still in transit.

If your order arrives damaged, please contact us within 48 hours of delivery at info@japanesekitchensupply.com.

Please include:

• Your order number
• Clear photos or video of the damaged item
• Clear photos of the packaging
• Clear photos of the shipping label

Please keep the item and packaging until the issue has been reviewed.

If you need to change or cancel your order, please contact us as soon as possible at info@japanesekitchensupply.com.

We can only change or cancel an order if it has not yet been processed or shipped.

Once an order has been processed or shipped, we can no longer guarantee changes or cancellations.

In some cases, items from the same order may be shipped separately. This can happen when products are processed at different times or shipped in separate packages.

If your order arrives in multiple shipments, you will not be charged additional shipping fees unless clearly stated at checkout.

You may request a return within 14 days of receiving your order.

To be eligible for a return, the item must be:

• Unused
• Unwashed
• In its original condition
• Complete with all parts, accessories, labels, manuals and protective materials
• Returned in its original packaging where reasonably possible
• Suitable for resale

Items that have been used, washed, damaged, altered or returned incomplete may be refused or may only qualify for a partial refund.

To start a return, please contact us at info@japanesekitchensupply.com.

Please include:

• Your order number
• The item you would like to return
• A short reason for the return
• Clear photos of the item and packaging

Please wait for our return instructions before sending your item back. Returns sent without prior approval may not be accepted.

If you are located in the United Kingdom or European Union, you have a legal right to withdraw from most online purchases within 14 days of receiving your order.

After you notify us that you wish to withdraw from your purchase, you must return the item within 14 days.

You may inspect the item as you would in a physical store, but the item must not be used, washed, damaged, altered or handled beyond what is necessary to inspect it.

If the returned item has lost value because of unnecessary handling, use, damage, missing parts or missing packaging, we may deduct an appropriate amount from your refund.

If you are located in the United States, you may request a return within 14 days of receiving your order, provided the item meets the return conditions stated in this policy.

Returns for used, washed, damaged, altered or incomplete items are not accepted unless the item arrived defective, damaged or incorrect.

For hygiene, safety and quality reasons, we cannot accept returns for:

• Used kitchenware
• Washed items
• Items that have come into contact with food
• Items with opened or damaged hygiene seals
• Custom or personalized products
• Gift cards
• Clearance or final sale items, where clearly stated
• Items damaged by misuse, improper care or normal wear and tear

This does not affect your legal rights if an item arrives faulty, damaged or incorrect.

Customers are responsible for return shipping costs unless the item arrived damaged, defective or incorrect.

We recommend using a tracked shipping service. Japanese Kitchen Supply is not responsible for returns that are lost, delayed or damaged during return shipping.

Original shipping costs are non-refundable, except where required by applicable law.

For UK and EU customers exercising their legal right of withdrawal, we will refund the standard delivery cost of the original order where required. Any additional cost for express, priority or premium delivery will not be refunded.

Please inspect your order as soon as it arrives.

If your item arrives damaged, defective or incorrect, please contact us within 48 hours of delivery at info@japanesekitchensupply.com.

Please include:

• Your order number
• A clear description of the issue
• Clear photos or video of the item
• Clear photos of the packaging and shipping label

Please keep the item and all packaging until the issue has been reviewed.

If the issue is confirmed, we will provide an appropriate remedy in line with applicable consumer laws. Depending on the issue and your location, this may include a replacement, repair, refund or another suitable solution.

Once your return has been received and inspected, we will notify you by email.

If your return is approved, your refund will be issued to your original payment method.

Refunds are usually processed within 5–10 business days, depending on your bank or payment provider.

We reserve the right to refuse or reduce a refund if the returned item does not meet the conditions of this policy.

For UK and EU customers exercising their legal right of withdrawal, refunds will be processed within the legally required timeframe after we have received the returned item or received proof that the item has been sent back.

If you need to cancel an order, please contact us as soon as possible at info@japanesekitchensupply.com.

We can only cancel an order if it has not yet been processed or shipped.

If your order has already been processed or shipped, it can no longer be cancelled before delivery. You may still request a return after receiving your order, according to this policy.

Please make sure your shipping address is complete and correct before placing your order.

If an order cannot be delivered because of an incorrect address, failed delivery attempt, refusal to accept the package or failure to collect the package, any shipping costs, return costs, handling costs or other costs charged to us may be deducted from your refund.

Japanese Kitchen Supply is not responsible for delays or delivery issues caused by incorrect or incomplete customer information.

If your refund has been approved but you have not received it yet, please first check your bank account and contact your payment provider. Processing times can vary.

If you have done this and still have not received your refund, please contact us at info@japanesekitchensupply.com.