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. 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, or political circumstances.
If your country is not available at checkout, please feel free to contact us.
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, 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.
In some countries, tracking updates may 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, or other fees depending on your country’s regulations. These charges are determined by local customs authorities and are not included in our prices or shipping fees.
We do not collect or control these charges. Please contact your local customs office for precise information before ordering.
Q. Why can’t I complete checkout?
A. Checkout issues are often caused by incomplete or incorrect information, such as a missing telephone number or address details. Please carefully review all entered information and try again.
Q. I received an error message on PayPal. What should I do?
A. PayPal error messages usually indicate an issue with your PayPal account or billing details. Please log in to your PayPal account to review your information or contact PayPal support for assistance.
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. I changed my mind after making an order. Can I edit or cancel?
A. Please contact us as at support@japan-knifeshop.com as quickly as possible.
Q. How do returns and cancellations work?
A. Please refer to our Return & Cancellation Policy page for full details.