Most Asked Questions
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Where will my order be shipped from?
We collect our products from all over Japan from different regions and ship them to you from our warehouse in Saitama Pref., Japan.
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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 only for the additional items, so please make the 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. Thank you in advance for your understanding.
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 hearts:
https://musubikiln.com/blogs/japanese-gift-tips/japanese-style-gift-wrapping
Can you provide Furoshiki wrapping individually?
Unfortunately, due to the system of our distribution center, we are unable to 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.
https://musubikiln.com/collections/furoshiki-gift-wrapping-materials
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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 send us your order number and the message you would like to add to the following e-mail address.
*Please note that due to our warehouse system, we cannot modify your order/shipment information(including adding your message) once the order has been packed.
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 we don't have any physical stores. We collect our products from all over Japan from different regions and ship them to you from our warehouse in Saitama Pref., Japan.
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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 are accepted.
Mobile payment and Digital wallet
Apple Pay and Google Pay are accepted.
Shop Pay
We accept Shopify's own payment solution, ShopPay.
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Will I be charged customs fees?
We are currently running a Customs Duty Refund Campaign.
100% Customs Duty Refund
We will fully refund any customs duties and clearance fees charged upon delivery.
+10% Bonus with Gift Card Refund
Choose a gift-card refund and receive an extra 10 % bonus credit.
Shop with Peace of Mind
Enjoy the beauty of Japanese craftsmanship without worrying about extra fees.For full details, please visit the following link:
https://musubikiln.com/pages/customs-duty-refund-campaignPlease be aware that in all cases, the customer is responsible for paying any customs fees applied to their order and for providing any 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.
We ship internationally from Japan, and depending on your country’s import regulations, you may be subject to customs duties or taxes upon delivery.
For our customers in the USA:・Orders valued at or under $800 are typically exempt from import duties under the U.S. "de minimis" rule.
・Orders over $800 may be subject to import taxes or customs duties, as determined by U.S. Customs and Border Protection (CBP).To comply with international customs laws, we are unable to split a single order into multiple shipments for the purpose of avoiding import duties.
However, if you wish to avoid exceeding the $800 threshold, you are welcome to:
・Place separate orders, each valued under $800.
・Please note that each order will be processed and shipped individually, with separate tracking numbers.
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. 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 products wrapped individually, you will need to split your order, but please note that the shipping fee will be charged per order.
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 details 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 in that a special power dwells in the knot that is made while thinking about your precious people.
Here is our Furoshiki collection page:
https://musubikiln.com/collections/furoshiki-japanese-gift-wrapping
And here is a How-to-use of Furoshiki:
https://musubikiln.com/blogs/japanese-gift-tips/japanese-style-gift-wrapping
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I want to cancel my order. What should I do?
***Please do not press the "Yes" button until the order gets actually canceled.***
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.
Customer Support: info@musubikiln.com
If your order has already been packed, you can no longer cancel it, yet you can return your items. Unfortunately, the shipping costs(both the original and the return) cannot be refunded unless the return was caused by our error, such as defective. Please take a look at our refund policy below.
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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 bottom left for PCs.
【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?
Your order will typically ship within 2-3 business days. However, if it includes pre-ordered items, it may take 1-2 months to ship. Please note that during the busy year-end season, there may be shipping and delivery delays.
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Are there any physical stores?
We're an online shop, and we don't have any physical stores in Japan or overseas.
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How much is the shipping fee?
SHIPPING FREIGHT
We offer free shipping for all orders of 30,000 JPY or more! Under that amount, no matter the final destination, the shipping rate is set at an easy-to-understand flat fee of 3,900 JPY.
Shipping freight will be displayed when you add item to cart and select shipping country. As many customer reviews have commented, we always do our best for safe and fast shipping.
CART VALUE SHIPPING FEE Under 30,000 JPY 3,900 JPY 30,000 JPY or more FREE
We send emails after shipping to ensure that customers receive their items smoothly and that we can assist them quickly in case of any problems. The following messages are some of the replies from our customers to our follow-up emails. Many of our customers are satisfied with our service. -
Do you ship internationally?
Yes, we ship internationally, but due to carrier and legal restrictions, we are unable to ship to the following countries, unfortunately.
- India
- Russia
- Brasil
- Egypt
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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. You may also enjoy our journal pages for more information about our products.
JOURNAL: https://musubikiln.com/blogs/column