FAQ
Ordering
Which currency are prices shown in?
Prices use the currency of your selected market. France uses euros (EUR); the United States uses US dollars (USD). Check the currency shown before paying.
Are duties really included?
For the United States, yes. US import duties are built into the price you see, and we prepay them in Japan before the parcel leaves. Nothing is charged at your door.
For Europe (EU, Switzerland, Norway), no. Import VAT (typically 19–25%), any customs duty and a small postal handling fee are collected by your national postal service before delivery. Our invoice carries a statement of origin under the EU–Japan Economic Partnership Agreement, which in most cases brings the EU customs duty to zero; VAT and the handling fee still apply. For other countries, duties and taxes on arrival are the recipient's responsibility unless the checkout says otherwise.
Which payment methods do you accept?
Credit and debit cards, PayPal, Apple Pay and Google Pay, all through Shopify's secure checkout.
Can I change or cancel an order?
Email info@yuwen.jp as soon as possible. If the parcel has not left Japan, we can change the address or cancel and refund in full. Once it has shipped, we can no longer intercept it.
Shipping
Where do you ship from, and how long does it take?
From Japan. In-stock orders leave within 1–3 business days; pre-order items show their own dispatch window on the product page. To the US, Japan Post EMS typically takes 3–7 days after dispatch, tracked door to door, so plan on about 5–10 days door to door if the item is in stock. To Europe, EMS typically takes 7–10 business days after dispatch, plus whatever time your local customs office needs to process the import charges. Each product page shows an estimated arrival window for an order placed today.
How much is shipping?
United States: US$29 for orders under US$100, US$19 for orders of US$100–199.99, free on orders of US$200 or more.
Euro area: €29, free on orders of €200 or more.
Other countries: calculated at checkout by weight and destination, free on orders of US$200 or more.
Thresholds apply to the merchandise subtotal after discounts, excluding shipping and taxes. A few large items (the Banko rice pot and the sawara rice keeper) ship at a flat US$45 / €45 and are not included in free shipping. Import VAT, duties and postal handling fees, where applicable, are separate from shipping. Full details are on our Shipping, Duties & Returns page.
Will I get a tracking number?
Yes, by email the day your parcel leaves Japan.
Do you ship outside the United States?
Yes: Canada, Australia, most of Europe and much of Asia. The full list is in the country selector at checkout. We do not currently ship to the United Kingdom. Most of this site is written for US customers, who are the majority of our orders.
The pieces
Is everything really made in Japan?
Yes. Every piece we sell is made in Japan, and the region is named on each product page: Arita, Hasami, Kutani, Kyoto, Mino, Bizen and so on. If something is not made in Japan, we do not sell it.
Why does my piece look slightly different from the photo?
Most of what we sell is made by hand. Small differences in glaze, color, shape and size between pieces are part of the work, not defects. Colors can also appear differently on different screens.
Can I put it in the dishwasher or microwave?
It depends on the piece. Plain porcelain from Hasami and Arita usually can; anything with gold or silver decoration, lacquer, or wood should not go in either. Each product page says what is safe, right under the price.
How big is it? The sizes look small.
Japanese tableware runs smaller than Western tableware. Every product page gives dimensions in centimetres and inches; a "small plate" is often 4–5 inches, closer to a Western side plate or saucer. Please check before ordering.
If something goes wrong
It arrived broken.
Email info@yuwen.jp within 14 days of delivery with a photo of the piece and of the packaging. We will send a replacement, or refund you in full if it is no longer available. In most cases you do not need to send anything back.
Can I return it if I change my mind?
Yes. You may return any piece within 30 days of delivery, unused and in its original packaging, for a refund of the purchase price paid for the returned item(s). Return shipping to Japan is at your cost; email info@yuwen.jp first and we will send instructions and the return address. Food products and sale items are final sale, except where otherwise required by applicable law. Because return shipping from the US to Japan is not cheap, we still recommend checking dimensions carefully before ordering. This does not affect any statutory rights you may have under applicable law.
How do I reach you?
info@yuwen.jp. We reply in English, usually within one business day.