Shopping Guide

1. How to Order

Orders are placed through our online store. Please review all product details carefully before completing your purchase.

  • Cancellations & changes after an order is confirmed are not accepted. Please order with care.
  • An order confirmation email will be sent from ****@toutou-kurashiki.online after your purchase. If you do not receive it within 24 hours, please check your spam or junk folder before contacting us.
Stock notice: Our inventory is shared between the online store and our physical shop in Kurashiki. In rare cases, an item may sell out in-store after your order is placed. We will contact you promptly if this occurs.

2. Payment

We accept the following payment methods for international orders:

Credit Card (via Shopify Payments)

Visa, Mastercard, American Express, JCB, and Diners Club are accepted. Payments are processed securely through Shopify Payments.

PayPal

PayPal is also available at checkout. A PayPal account is not required — you may check out as a guest and pay by credit card through PayPal.

Bank Transfer (International Wire Transfer)

  • Items will be shipped after payment has been confirmed.
  • Please note that all bank transfer fees, including any recipient handling charges applied by our bank, are the responsibility of the customer.
  • Orders not paid within 5 business days will be cancelled.
  • If the name on the transfer differs from the order name, please contact us in advance.
Tax: Orders shipped outside Japan are not charged Japanese consumption tax (VAT).

3. Shipping

Carrier

All international orders are shipped via Japan Post EMS (Express Mail Service), which includes tracking and insurance.

Dispatch Time

Orders are dispatched within 5–7 business days after payment is confirmed. Shipping is handled on business days only (Monday–Friday, excluding Japanese public holidays).

Shipping Costs

Rates vary by package weight and destination and will be calculated at checkout.

Delivery Time

Estimated delivery times vary by country. For current estimates, please refer to the Japan Post EMS delivery guide.

Tracking

A tracking number will be provided once your order has been dispatched. You can track your shipment at the Japan Post website.

Customs & Import Duties: Your package may be subject to local customs duties, import taxes, or VAT upon arrival in your country. These charges are the responsibility of the recipient and are usually collected at delivery. We recommend checking with your local customs office before placing an order.

Insurance Claims: All packages are insured. In the unlikely event of damage or loss in transit, we may ask for your assistance in submitting a damage report to the carrier for an insurance claim.

4. About Our Products

Almost all of our products are handmade by individual artists and craftspeople. Each piece is unique and may vary in shape, size, color, and finish. Please treat product photos and stated dimensions as a guide rather than an exact representation.

If you require perfectly uniform products, we kindly ask that you reconsider your purchase.

Ceramics

  • Individual variation in shape, glaze, and painted pattern is inherent to handmade ceramics.
  • Some matte-finish glazes may show minor surface scratches or color transfer with use — this is part of the natural character of each piece.
  • Most ceramics are microwave- and dishwasher-safe, but hand washing is recommended.
Seasoning porous earthenware (Medome): Before first use, simmer the piece in rice-washing water for approximately 10 minutes, allow it to cool in the water, rinse, and dry completely. Before each subsequent use, a brief soak in plain water helps prevent food stains. After use, dry thoroughly before storing.

Glassware

  • All blown glass pieces are handmade; size and shape will vary.
  • Natural mineral colorants are used, so color intensity may differ slightly between pieces of the same design.
  • These are not heat-resistant or tempered glass. Do not use in a microwave, freezer, or with boiling water. Avoid sudden temperature changes.
  • Wash gently by hand with a soft sponge.

Furniture & Wood Items

  • Avoid placing in direct sunlight or near heating and cooling appliances to prevent warping, discoloration, or cracking.
  • Use on a flat, level surface.
  • Do not leave wet items on the surface; dry thoroughly after use.
Oil-finished pieces: Wipe clean with a dry cloth. For stubborn stains, use a cloth lightly dampened with diluted mild detergent, followed by a clean damp cloth. Avoid solvents.

Fabric-upholstered pieces: Vacuum regularly. For stains, blot with a cloth dampened with diluted mild detergent, then wipe with a clean damp cloth and finish with a dry cloth.

Leather Goods

  • Natural leather may show minor scratches, marks, or surface variations — these are characteristics of genuine leather, not defects.
  • Leather is sensitive to moisture and may experience color transfer. Keep away from light-colored fabrics and items.

5. Returns & Exchanges

We do not accept returns or exchanges based on customer preference.

Returns or exchanges are accepted only in the case of a defective or incorrect item, provided you contact us within 7 days of delivery.

Procedure

  1. Email us at info@toutou-kurashiki.online with a description and photo of the issue.
  2. If the return is approved, we will provide the return shipping address.
  3. Return shipping costs and any import taxes are the responsibility of the customer and will not be refunded.
As many items are one-of-a-kind handmade pieces, a direct replacement may not always be available, or may require additional production time.

6. Contact

  • Email: info@toutou-kurashiki.online
  • Languages: Japanese and English
  • Business hours: Monday–Friday, 10:00–17:00 JST (UTC+9)
  • Response time: We aim to reply within 2–3 business days.