Frequently Asked Questions

You can create your SHIWASU account from this page.

SHIWASU appropriately manages customers' personal information.
Please check the Privacy and Cookie Policy for details.

Please ensure your email address is entered correctly.
Afterward, check your junk or spam folder and configure your email settings to accept messages from contact@shiwasu-shop.com

Cookie is a small text file stored on your computer or device by a website you visit. For more information about Cookies, please check Privacy and Cookie Policy

Shipping charges are not included in the product price.
All products are shipped from Tokyo Japan, and shipping charges vary depending on the total weight of the product and the shipping method selected by the customer.
You can check the shipping charges by entering your address on the basket page.

All items are shipped from Tokyo, Japan.

SHIWASU ships within 7 business days of ordering.
The number of days it takes for your order to reach you depends on the shipping method you choose. Please check SHIPPING INFO for details.

If you want to know if we can ship to your area, you can check by entering your address on the basket page. (If it is displayed as “Local pickup,” we apologize for the inconvenience, but this is an area excluded from shipping.)

Yes, you can. To set a shipping address different from the billing address, go to the checkout page from the shopping cart page. Then, under "Shipping Address," click on "+New Address" and enter the desired shipping address.

Yes, you do.If your country’s customs office imposes a customs fee, you, as the importer, must pay any customs fees or import taxes. SHIWASU will not be liable for these fees and will not issue any refund or compensation.

At our Tokyo office, packages can be shipped using EMS (Express Mail Service), Air, or Ship, depending on your order’s dimensions.For accurate shipping costs, add items to your cart and specify your country at checkout

Please make sure to enter your accurate address at the time of ordering. If delivery fails due to refusal to accept, incorrect address, or extended absence, the package may be returned to us or disposed of. Any return shipping fees or handling charges will be deducted from your refund. Additionally, if return shipping fees exceed the product price or if resale is not feasible, a refund cannot be issued. We appreciate your understanding.

You can check the product size from “Product size” under Additional information on the product page.

We carefully select products manufactured in Japan. The country of origin is listed in the “Country of Manufacture” section of the More Information on the product page. *Some products are manufactured outside of Japan.

We inspect the products before carefully packing and shipping them, but if the product is damaged during shipping, we will refund or send a replacement product.
For details, please check SHIPPING INFO and Refund policy.

Many of the ceramic products sold at SHIWASU are handmade by artisans, so please be aware that there may be slight individual differences in the pattern and color.
If you wish to return an item, please check the Refund policy

No. Due to the possibility that your package may be opened by customs and for the stability of packaging strength, we do not offer packaging at our store. However, we do have a variety of furoshiki (wrapping cloths) in different patterns and sizes, so please feel free to purchase them along with your gift products and use them as packaging material or as gifts.

The quantity you can select is based on the quantity in stock at our store, and you cannot order more than the quantity in stock.
If you would like more items than we have in stock, We can also order the quantity you need from the manufacturer, so please contact us using the email form.

In addition to the total purchase amount (product price and shipping fee), customs duties and other customs fees may apply.
Please check the customs information for each country before placing your order.

The following payment options can be used to pay for your purchases. -Credit cards, debit cards : Visa, Master Card, Amex and Discover are accepted.

Product prices do not include Japanese taxes.
Additional taxes may be charged by customs at the shipping destination.

Once your order is confirmed, we will begin the shipping process immediately, so you cannot cancel your order.Please kindly accept our sincere apology for any inconvenience caused.

Yes. Our checkout page is HTTPS SSL secured and fully compliant with international standards.
All credit card purchases are processed securely through our credit card system.

If you are a café or restaurant owner or a retailer in need of bulk orders, please contact us directly for more details.
We apologize that this service does not extend to private customers.

No, it is not possible to apply coupons after completing checkout. Please ensure you enter the coupon code on the Checkout screen before finalizing your purchase. Thank you for your understanding.