FAQ
We have compiled often ask questions here.
If you need further information, feel free to reach out to us with our contact form.
Payment
When ordering from Japan, your country’s customs authority may apply taxes, tariffs, or import fees. These charges are the responsibility of the customer and are not included in our product or shipping prices.
If a parcel is refused at delivery due to unpaid duties, the cost of return shipping will be deducted from your refund.
We accept credit card ((VISA / Master / AMEX / Diners Club / Discover), Shop Pay and PayPal.
Yes. We never store your payment information. All transactions are processed securely through Shopify, PayPal, or our other trusted payment partners.
Yes. You will receive an order confirmation email, a payment confirmation, and a shipping confirmation with tracking details once your parcel has been dispatched.
Shipping
We ship orders within 2 business days of receiving your order. Delivery times depend on your location:
- Asia: about 3–7 days
- Europe & North America: about 1–2 weeks
During busy periods and when the product is out of stock, delays in shipment may occur. Please make sure to check your package as quickly as possible on arrival to ensure that the items are correct and undamaged.
For more information please see our Legal Information and Notices.
Please note: weekends and Japanese public holidays are not business days.
All orders are shipped directly from Shigaraki, Japan.
We currently ship worldwide using EMS.
A tracking number will be included in your shipping confirmation email.
If your order has not yet shipped, we can update your address.
Please use our contact form and include your order number and correct details. Once your parcel has been handed to the carrier, we cannot make changes.
We are always happy to help. Please contact us through our contact form.
Currency & Pricing
Our prices are based on Japanese Yen (JPY). Depending on exchange rates, the final amount in your local currency may fluctuate.
Returns & Refunds
Please make sure to check your package as quickly as possible on arrival to ensure that the items are correct and undamaged.
We try to wrap and ship your orders with the outmost care, but if your item is defective or damaged in transit, please use our contact form and include your name, order number, and photos of the defect (including the shipping box if applicable).
We cannot accept returns in the following cases:
- Items returned more than 5 days after delivery
- Used, soiled, or customer-damaged items
- Returns for personal reasons where no defect is present
- Custom-made items (unless defective or damaged during shipping)
For more information please see our Legal Information and Notices.
If the product is defective or we sent the wrong item, we will cover return and replacement shipping.
In all other cases, customers are responsible for return shipping costs.
Refunds are issued to your original payment method once we confirm the defect or error.
Orders can be canceled before shipment. Once shipped, they cannot be canceled or altered.
Please contact us through our contact form with your order number and a photo of the item received. We will arrange a replacement as quickly as possible.
If your package arrived incomplete, please contact us through our contact form and include your order number and name.
Please note that larger orders may be shipped in multiple parcels.
If you refuse a package in transit, we will issue a refund after deducting both the outbound and return shipping costs charged by the carrier.
For more information please see our Legal Information and Notices.
Care Instructions
Most of our items are dishwasher- and microwave-safe, but please check the product page for details.
Even for dishwasher-safe items, we recommend hand washing to extend the life of your pottery.
Learn more about caring for your pottery here.
Since our pottery may have unglazed areas, please ensure your items are fully dried in a well-ventilated place.
Trapped moisture can cause mold or odors over time.
Learn more about caring for your pottery here.
Unless explicitly stated in the product listing, our pottery is not oven-safe.
Because our pottery is handmade in small batches, variations in size, color, or shape may occur depending on the firing and production run. When multiple items are ordered together, we do our best to match them closely.
These natural differences are part of the beauty of handmade originals.
See Product Quality for more information.
Customer Support Hours
We are based in Shigaraki, Japan, which may result in time zone differences when responding to inquiries.
Our office hours are Monday–Friday, 10:00–15:00 JST.
We are closed on Japanese public holidays as well as during summer and winter breaks. For details on seasonal closures, please check our News section.
For the fastest response, please contact us through our contact form.
Our staff can respond in Japanese, English, and German. In some cases, depending on staff availability, automated translation may be used to process your inquiry.
Additional Information
Yes. Our products are available for wholesale purchase via Super Delivery.
For further questions, please contact us through our contact form.
Pottery is produced in small batches and requires time to fire and finish. Restocks may take up to 2 months. For updates on specific items, please contact us through our contact form.
Yes. Our shop, Ogama, is located in Shigaraki, about 1.5 hours from Kyoto. Alongside our own products, we feature works by local artists, and you can see a historic climbing kiln (noborigama) right in front of the store.
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