FAQ
Frequently Asked Questions
Q. What payment methods do you accept?
A. We accept the following payment methods:
• Credit Card (Visa, Mastercard, American Express, etc.)
• PayPal
• Google Pay
• Apple Pay
Q. Why was my payment declined?
A. In most cases, payments are declined by the internal security systems of PayPal or your credit card issuer. For security reasons, we do not receive detailed information about declined payments.
Please contact PayPal or your card issuer directly for further assistance.
Q. I received an error message on PayPal. What should I do?
A. PayPal error messages usually indicate an issue with your PayPal account, billing details, or payment settings. Please log in to your PayPal account to review your information, or contact PayPal support for assistance.
Q. Why can’t I complete checkout?
A. Checkout issues are often caused by incomplete or incorrect information, such as a missing telephone number, postal code, or address details. Please carefully review all entered information and try again.
If your country is not available at checkout, please contact us at support@japan-knifeshop.com.
Q. How can I check the shipping cost before ordering?
A. You can view the total shipping cost before completing your order by following these steps:
1) Add your desired items to the shopping cart
2) Enter your delivery address and postal code
3) The total shipping cost will be displayed before checkout
Q. Where do you ship from and how long does order processing take?
A. All orders are shipped directly from Japan. Order processing and handling time is typically 1–5 business days, excluding weekends, Japanese public holidays, New Year holidays (Dec 30–Jan 3), and summer holidays (Aug 10–15).
If an item is temporarily out of stock, we will contact you by email with an estimated shipping date.
Q. Do you ship internationally?
A. Yes. We ship Japanese kitchen knives to most countries worldwide. However, delivery may be restricted to certain regions due to international regulations, natural disasters, political circumstances, carrier limitations, or local customs requirements.
If your country is not available at checkout, please feel free to contact us.
Q. What is the difference between DHL Express and Japan Post EMS?
A. DHL Express is generally faster and provides more detailed tracking updates, while Japan Post EMS may offer lower shipping costs depending on the destination.
Available shipping methods vary by country, order contents, and carrier restrictions.
Q. How long does delivery take after shipment?
A. Delivery times depend on the shipping method and destination:
• Japan Post EMS: usually 4–10 business days after dispatch
• DHL Express: usually 2–9 business days after dispatch
Delivery times may vary due to customs clearance, local carrier operations, weather conditions, holidays, or unforeseen events.
Q. How can I track my order?
A. Once your order has shipped, you will receive a tracking number by email. You can track your shipment using the carrier’s website.
Tracking information may not update immediately after the shipping label is created. Updates usually begin once the carrier collects and scans the parcel.
In some countries, tracking updates may also be delayed after the parcel leaves Japan. If tracking does not update for several days, please allow additional time or contact your local postal or customs office.
Q. Will I need to pay customs duties, VAT, or import taxes?
A. Yes. Orders shipped from Japan may be subject to import duties, VAT, GST, customs clearance fees, or other charges depending on your country’s regulations. These charges are determined by local customs authorities and are not included in our product prices or shipping fees.
We do not collect or control these charges. Please contact your local customs office for precise information before ordering.
Q. What happens if I refuse to pay customs duties or import taxes?
A. If customs duties, VAT, or import fees are refused by the customer, the shipment may be returned to Japan, held by customs, or discarded by the carrier depending on local regulations.
If the parcel is returned to us, refunds may be issued after deducting the original shipping cost, return shipping fees, customs charges, carrier fees, and any other related expenses.
Please check your country’s import regulations and possible fees before placing an order.
Q. Can you mark my order as a gift or declare a lower value?
A. No. We comply with international shipping and customs regulations. We cannot declare false values, change the product description, or mark commercial orders as gifts.
Q. Are there any import restrictions for kitchen knives in my country?
A. Some countries may have import restrictions, age verification requirements, or local regulations regarding kitchen knives.
Customers are responsible for checking their local laws and import regulations before placing an order. Japan Knife Shop is not responsible for delays, seizure, refusal, or additional requirements caused by local laws or customs authorities.
Q. What happens if I enter the wrong shipping address?
A. Please contact us immediately if you notice an address mistake.
Once an order has been shipped, address correction may not be possible. Additional carrier fees, delivery delays, return shipping costs, or failed delivery may occur depending on the carrier and destination country.
Q. Can I request a knife that is not listed on your website?
A. Yes. If you are looking for a specific Japanese kitchen knife that is not listed, please contact us with details. We will do our best to assist if the item is available in Japan.
Q. Are Japanese kitchen knives handmade?
A. Many Japanese kitchen knives are handcrafted or finished by skilled artisans in Japan. However, manufacturing methods vary depending on the brand, series, and model.
Q. Do Japanese knives rust?
A. Some Japanese knives, especially those made from carbon steel, may rust if not properly dried and maintained.
Stainless steel knives offer better rust resistance, but they are not completely rust-proof and still require proper care.
Q. Do I need to sharpen Japanese knives regularly?
A. Yes. Regular sharpening helps maintain optimal cutting performance. The required frequency depends on usage, cutting surface, steel type, and maintenance.
Q. I changed my mind after placing an order. Can I edit or cancel it?
A. Orders may only be modified or cancelled before shipment.
Once the order has been dispatched or handed over to the carrier, it can no longer be cancelled and will instead be handled according to our Return & Refund Policy.
Please contact us as soon as possible at support@japan-knifeshop.com.
Q. How do returns and cancellations work?
A. Orders may be cancelled before shipment.
Returns are accepted only in limited situations, such as damaged, defective, or incorrect items, and must follow the conditions stated in our Return & Refund Policy.
Please refer to our Return & Refund Policy page for full details and conditions.