OUR PRODUCTS

Q. Where do you ship your products from?

A. All our products are delivered from our warehouse/office in Tokyo Japan.

Q. Can I put the chopsticks in the dishwasher?

A. Please do not wash our lacquered chopsticks in the dishwasher. Our lacquered chopsticks are made of natural wood and natural lacquer. The temperature of the water in a dishwasher rises to about 70°C (158°F) and reaches up to 90°C (194°F) when rinsing and drying. The high water temperature, high-pressure water flow, and the use of chemical detergents remove the oil and food from dishes. Natural wood and natural lacquer cannot withstand this harsh environment. If used in a dishwasher, the surface of the lacquer may become discolored, peeled off, or the wood may become distorted or cracked. Please handwash only using gentle detergents.

Q. What is a furoshiki?

A. Furoshiki is a simple square cloth made of various material such as cotton and silk. In Japan, it has long been used as a cloth for wrapping and carrying objects of various shapes and sizes. Furoshiki comes in a variety of colors, designs, and materials and its use is quite simple.  Simply wrap and tie. It is also used as a wrapping when giving a present to a loved one. It is also reusable, environmentally friendly, and beautiful.

Q. Do you gift wrap?

Yes. Please add a gift box of your choice (if your item does not come with a box) and a furoshiki you wish to have wrapped. We will set the chopsticks in the box and wrap the furoshiki for you. 

Q. Are all your products made in Japan?

A. Yes. All our products are made in Japan by skillful artisans. 

OUR ONLINE STORE

Q. What payment methods do you accept?

A. We accept credit cards (VISA, Mastercard,JCB, American Express), Paypal, Apple Pay, Google Pay, Bancontact, iDEAL, and ShopPay(Shopify).

Q.What courriers do you use?

A. We mainly use Japan Post/EMS, but we also use Yamato/UPS for deliveries to the United States, Canada, and heavier items to the United Kingdom, France, and Germany.

Q. Are the custom fees covered in the purchasing price?

A. No. Please be aware that in all cases the customer is responsible for paying any customs fees applied to their order and for providing documents required by customs in the country of receipt. This applies to any existing online store or commerce regardless of any type of merchandise. Costs include the sales tax in the country of receipt, duties on the cost of products, and any handling fees applied by the shipping provider. Please refer to the customs site of your country of receipt for further information.

EXCHANGE,  RETURNS, REFUND

Q. My order arrived damaged

A. We always inspect our items before shipping them but please inspect your order upon reception as well, and contact our customer support immediately if the item is damaged so that we can evaluate the issue and make it right. We have a 30-day policy where you have 30 days after receiving your item to make a request. After this period, we will not be able to meet your requests.

Customer support: info@chopstickcompany.com

Q. When will I receive my refund?

A. Once you contact us regarding your return, please send us back the unused items you wish to be refunded. After you have returned the items, we will inspect them and send you an email to notify you that we have received the items. When approved, your refund will be processed, and a credit will automatically be applied to your credit card or your method of payment, within 30 business days. It may take longer than this depending on your credit card company. 

If it is at the convenience of the customer who wishes to refund, please note that shipping costs are non-refundable. This means that the customer will have to bear the shopping costs both to and from Japan. In addition, we will not refund any taxes, duties, or any other charges which you may have already paid when placing your order.

Q. I want to exchange my order.

A. If your order is damaged upon reception, please contact our customer support immediately so that we can evaluate the issue. If your request is approved, we will either send you a new one or give you a refund. We have a 30-day policy where you have 30 days after receiving your item to make a request. After this period, we will not be able to meet your requests. Please note that shipping costs are to be handled by the customer if the items are not damaged/defective and only unused products apply. 

Customer support: info@chopstickcompany.com