FAQ
Ordering
Are prices in US dollars?
Yes. Every price on the site is in USD.
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 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 Tokyo, 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 our office in Tokyo. Orders leave within 2–5 business days; pre-order items show their own dispatch window on the product page. To the US, Japan Post EMS typically takes 5–10 days after dispatch, tracked door to door.
How much is shipping?
It is calculated at checkout by weight and destination, before you pay. Porcelain is heavier than it looks; two or three small pieces usually ship for little more than one.
Will I get a tracking number?
Yes, by email the day your parcel leaves Tokyo.
Do you ship outside the United States?
Yes, to the countries listed in the country selector. 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.
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?
Because every order is packed and shipped individually from Japan with duties prepaid, we are not able to accept returns or exchanges for change of mind. This is why we ask you to check dimensions carefully before ordering.
How do I reach you?
info@yuwen.jp. We reply from Tokyo, in English, usually within one business day.