Most Asked Questions
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Can I add items before my order is shipped?
You are welcome to include additional items to your order as long as before the packaging process has been completed, as per our partner warehouse regulations.
Please email our customer support team, and let them know which and how many items you would like to add. Then we will send you an invoice for payment.
Customer Support: info@musubikiln.com
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Can you provide Furoshiki wrapping individually?
Unfortunately, due to our partner distribution center's system, we cannot wrap your items separately.
We will wrap everything together in a single Furoshiki wrapping cloth. If you would like, you can purchase additional Furoshiki from our store and wrap it yourself.
Gift Wrapping Policy
https://musubikiln.com/blogs/japanese-gift-tips/japanese-style-gift-wrapping
Furoshiki - Japanese Gift Wrapping Cloth
https://musubikiln.com/collections/furoshiki-gift-wrapping-materialsHow to wrap Furoshiki
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I can't find gift wrapping option. Is that available?
Please don't worry- your item will be carefully enclosed within a single furoshiki wrapping for all the items together. Please have a look at the following page for more about our furoshiki wrapping style.
Thankfully, if there are many items in your order, we may not be able to wrap them all together. In that case, we will enclose a Furoshiki to the package.
Japanese Style Gift Wrapping - We wrap your order in Furoshiki with all our heart:
https://musubikiln.com/blogs/japanese-gift-tips/japanese-style-gift-wrapping
Can you provide Furoshiki wrapping individually?
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Can you put a gift message card?
Unfortunately, we don't offer any message card service. However, we can put your message on the MEMO column of the "Shipment details" sheet, the only document we include in the package. Please refer to the following sample, and please send us your order number and the message you would like to add to the following e-mail address.
Customer Support: info@musubikiln.com
-Shipment details-
We are looking forward to hearing from you!
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Do you accept PayPal payments?
Unfortunately, we do not accept PayPal payments.
The following payment options can be used to pay for your purchases.
-Credit Card : Visa, Master Card, Amex and JCB cards are accepted.
-Apple Pay,Google Pay and ShopPay(Shopify's own payment solutions) -
How can I change the billing address?
The billing address cannot be changed due to system specifications.However, please be assured that we will not actually use that address.
Unlikely, but if there is a problem we will contact you.
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Where are you located?
Musubi Kiln is an online store based in Tokyo, Japan and has not yet any physical stores.
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Payment Options : How can I pay for my Purchase?
The following payment options can be used to pay for your purchases.
Credit Card
Visa, Master Card, Amex and JCB cards are accepted.
Mobile payment and Digital wallet
Apple Pay and Google Pay are accepted.
Shop Pay
We accept Shopify's own payment solutions, ShopPay.
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Will I be charged customs fees?
Please be aware that in all cases the customer is responsible for paying any customs fees applied to their order and for providing any and all documents required by customs in the country of receipt.
These costs include the sales tax in the country of receipt (applied to the total value of the order), duties on the cost of products (around 6% for the European Union), and any handling fees applied by the shipping provider.
DHL and FedEx usually send an invoice a few days after delivery whereas EMS (JP Post) generally charges the required sum at delivery.
For Airmail Small Packet, your national carrier will generally bill you when applicable.
We understand that custom fees are worrying for some customers. We hope that you are reassured by the fact that, when buying at our store, you really are ordering direct from Japan- getting authentic and original Japanese items that are not easily found anywhere else.
For our customers in the USA: Most packages with a declared value under $800 USD will be cleared without any fee. If you purchase more than that amount, we will split your order into multiple shipments as best we can.*We will do our best, but we will not be responsible for any failure to do so.
*If a shipment is split into multiple shipments, the shipping date may be shifted by one day for each package.
For our customers in Australia: Orders below $1000 AUD are regarded as 'low-value imports' by Australian customs. As of 01 July 2018, customs duties may apply to any goods imported from overseas by consumers in Australia. For more information, please visit the Australian customs website.
For our customers in Canada: Orders above $20 CAN require that you pay the applicable duties and the GST. For more information, please visit the Canadian customs website.
For our customers in Singapore: Orders above $400 SGD require that you pay the applicable duties and the GST. For more information, please visit the Singapore customs website.For our customers in China Mainland: We are shipping to China Mainland via EMS. EMS is not often stopped by customs, but if it is subject to inspection, you will be charged taxes.
Instead of import duties and value-added tax, a tax called personal postal articles tax(行邮税) is applied. The tax is 13%, 20%, or 50% depending on the item, but in the case of tableware, it should be 13% of the price. However, this is often changed and cannot be guaranteed. Tax is exempted if the tax amount is less than CNY 50.
Import price limits are also regulated, and purchases should be made within the following limits.
・Purchase limit per purchase CNY 5,000
・Annual purchase limit: CNY26,000
For more information, please visit the China customs website.
For our customers in the EU:
EU Directives calculate the Total Value of the order as a combination of the price of the product and shipping fees.
- For orders with a Total Value under 150 euros: The buyer is responsible for paying the consumption tax of the total value.
- For orders with a Total Value that exceeds 150 euros: The buyer is responsible for paying both consumption tax and import duty of the total value.
Additional information on importing goods to: Switzerland Germany United Kingdom -
Will my products be wrapped?
We will wrap your products with Furoshiki (wrapping cloth).
Please note that the color of the Furoshiki is automatically selected by our partner warehouse and you cannot choose it.Can you wrap the products individually in my order?
We do not offer individual product wrapping. If you wish to have an products wrapped individually, you will need to split your order, but please note that the total cost of shipping may be higher in this case.
If the total volume of products in your order is too large, we will send your order without wrapping and put one Furoshiki into the box. Please note that due to the system of our distribution center, we are unable to inform you in advance about the detail of wrapping.If you would like to wrap your items individually, we recommend that you purchase additional furoshiki and wrap them yourself. It is not difficult to tie a Furoshiki, and wrapping it yourself will make the gift more warm and thoughtful. In Japan, there is a culture that a special power dwells in the knot that is made while thinking about your precious people.
You can purchase a Furoshiki from below.
https://musubikiln.com/collections/furoshiki-japanese-gift-wrapping
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I want to cancel my order. What should I do?
If your order has not been packed yet, you can cancel the order and get a full refund in a while. If you wish to cancel, please contact us as soon as possible.
If your order has already been packed, you are not able to cancel it any more, yet you can return your items instead. Unfortunately, your original shipping cost cannot be refunded unless the return was caused by our error. Please check our refund policy below.
https://musubikiln.com/policies/refund-policy
Personalized, customized or order-made items cannot be cancelled regardless of whether it's been shipped or not. The following list shows some examples of personalized, customized and order-made items.
Invalid cancellations:
- Items not on our website
- B to B orders
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How can I change the currency of the product?
You can change the currency at the bottom of the site for smartphones and at the left bottom for PC.
【PC】
【Smartphone】
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The item I want is sold out. When will it be back in stock?
Some items have very limited production and cannot be pre-ordered.Please sign up for "Email me when available" on the product page to be notified by email as soon as the product is back in stock.
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How long does it take before my order gets shipped?
We try to ship your order within 3 to 5 business days. (Pre-ordered items may take 1-2 months to be delivered.)
Please understand that there may be delays in the delivery of items during the busy year-end season.
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Are there any physical stores?
We're Tokyo based online shop, and we don't have any actual stores in Japan or overseas.
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How much is the shipping fee?
SHIPPING FREIGHT
We have received special support from DHL and FedEx and can offer you much lower shipping rates than usual for Express delivery.
It is the reason why our Express delivery rates are cheaper than EMS. We also offer our own shipping discount to customers who purchase 4,750JPY or more!
Shipping freight will be displayed when you add the item to your cart and select the shipping method.
As many customer reviews have commented, we always do our best for safe and fast shipping.CART VALUE SHIPPING DISCOUNT JPY4,750(USD37) - 20% JPY10,070(USD78) - 30% JPY15,390(USD119) - 40% JPY20,710(USD160) - 50% JPY26,030(USD202) - 60% JPY31,350(USD243) - 70% JPY36,670(USD284) - 75% JPY41,990(USD326) - 80% JPY47,500(USD369) - FREE *Exchange rate on April 20, 2022
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Do you ship internationally?
Yes, we ship internationally, but due to carrier and legal restrictions, we are unable to ship to the following countries.
- India
- Russia
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Are the products made in Japan?
All of our products are made in Japan and handmade one by one by artisans.