Welcome, and thank you for finding us. Below are answers to some of the questions we are most often asked — about ordering, shipping, and the pieces we offer.
If this is your first time buying handmade Japanese crafts, or your first time sending a parcel across the ocean to your home, a few small questions naturally come up. We have gathered the ones we hear most often here, with honest, gentle answers from us at Team Manekineko Ai.
If your question is not answered below, please write to us — we usually reply within 24 hours, and we would love to hear from you.
Jump to a Section
Ordering & Payment
Q. What payment methods do you accept?
A. We are happy to accept major credit cards (Visa, Mastercard, American Express), along with PayPal, Apple Pay, Google Pay, and Amazon Pay.
All payments are handled through secure, PCI-compliant gateways, so your information is always carefully protected — we never see or store your full card details ourselves.
Q. Can I change or cancel my order after placing it?
A. Yes, within two windows.
To cancel an order entirely, please let us know within 24 hours of placing it. After 24 hours, preparation has usually begun and cancellation is no longer possible.
For changes to shipping details — delivery address, gift wrapping, a message card, a specific arrival date — we can adjust these any time before your parcel ships from Osaka. Please contact us with your order number as soon as you notice something you would like to change.
Once a parcel has left Osaka, adjusting the shipment in transit becomes difficult. If there is a real problem with the order after it arrives, we will do our best to guide you through a return.
Q. When will my order be processed?
A. In-stock items are usually prepared and shipped within about 6 business days of your order.
Some pieces are made especially for you by the workshop — for example, certain Maneki Neko, hand-dyed noren, or larger ceramic works. For those, the lead time depends on the artisan’s schedule, and we will quietly share an estimated date as soon as we hear back from them.
If you have a special date in mind, feel free to reach out before ordering — we are always happy to check availability for you.
Q. Will I receive an order confirmation email?
A. Yes — an automatic confirmation email is sent shortly after your order is placed, followed by another message with tracking details once your parcel ships.
If you don’t see it within a few minutes, it may be quietly resting in your spam or promotions folder. If it is still nowhere to be found, please let us know and we will resend it.
Q. How do I use a coupon code?
A. You can enter your coupon code in the “Coupon Code” field on the cart page or during checkout, and then press Apply. The discount will gently appear in your order summary before you complete payment.
Only one coupon code can be used per order.
Q. Is my personal information safe?
A. Yes. Your information is handled with great care.
Our store runs on a fully SSL-encrypted connection, and all payment details are processed by certified third-party companies (Stripe, PayPal, and so on) that meet the highest international security standards. We only use your contact details to gently support your order and to keep in touch with you about it.
For full details, please see our Privacy Policy.
Shipping & Delivery
Q. Do you ship internationally?
A. We are happy to send our pieces from Osaka to homes all around the world.
Every country we deliver to has its own customs rules and local delivery network, so the experience can feel a little different depending on where you live. If your country is not listed at checkout, please reach out — we may still be able to arrange something for you.
Q. Which shipping methods do you offer?
A. Depending on your destination and the weight of your order, you can choose from:
- EMS (Japan Post Express) — fast, fully tracked, with insurance quietly included.
- ePacket Light — a gentle, affordable option for smaller or lighter items.
- DHL — a premium courier, ideal for time-sensitive or higher-value parcels.
- FedEx — a premium courier, with strong tracking and wide worldwide reach.
The available options for your specific order will appear at checkout.
Q. Can I request express shipping (DHL / FedEx)?
A. Yes — both DHL and FedEx are available for most international destinations, and will appear at checkout if your address is eligible.
Express couriers usually arrive in 3–5 business days door-to-door, with tighter tracking and smoother customs handling than standard mail. The trade-off is a higher shipping fee, especially for heavier ceramic pieces.
If you need express shipping for a destination where it is not appearing, please ask us — we can usually prepare a custom quote for you.
Q. How much is shipping?
A. Shipping is calculated automatically at checkout, based on your destination, the total weight of your order, and the carrier you choose. You will see the exact cost before completing payment.
For a quick estimate before checkout, please see our Shopping Guide.
Q. How long does delivery take?
A. Delivery time depends on the method you choose and on the pace of your country’s customs:
- EMS: usually 4–8 business days from Osaka.
- DHL / FedEx: usually 3–5 business days, door-to-door.
- ePacket Light: approximately 2–4 weeks.
During holiday seasons (late November through early January, or local public holidays in your country), please allow a few extra days. Customs inspection — while uncommon — can also add up to a week.
Japan Post services (EMS and ePacket Light) can also be gently affected by wider factors beyond our control — international situations, typhoon season, snow storms, volcanic ash, or regional delivery disruptions in your own country. In those moments, transit times may stretch a little longer than usual, and we will share any updates we receive from the carrier.
Q. Can I track my package?
A. Yes — every method we offer (EMS, ePacket Light, DHL, FedEx) is fully trackable, so you can quietly follow your parcel’s journey from Japan to your home.
Once your order ships, you will receive a shipping confirmation email containing your tracking number and a link to the carrier’s tracking site.
Q. What happens if I am not at home for delivery?
A. In most cases, the carrier will leave a delivery notice and hold your parcel safely at a local depot or post office for a short time — usually 1–2 weeks, depending on your country.
You can use your tracking number to arrange redelivery or to collect the parcel at your convenience. If the parcel is not collected within the holding period, it will be returned to Japan, and additional shipping fees may apply to send it on its way to you again.
If you know in advance that you will be away, please contact us before your parcel ships — we can quietly hold the order or change the delivery address for you.
Q. Do I have to pay customs duties or taxes?
A. Depending on your country, customs duties, VAT, or other local taxes may apply.
Our prices and shipping fees do not include any import duties or local taxes. If your country charges them, the carrier or customs office will collect them from you when the parcel is delivered (or when you pick it up).
These charges vary widely by country, by the value of the item, and by its category. Because we cannot calculate them in advance, we gently recommend checking with your local customs authority before ordering if you are concerned about the total cost.
A gentle note for customers in the United States: at the moment, we cover any US import duties on our side, so you should not receive a separate customs bill on delivery. If a US policy change shifts this in the future, we will update this page — please check here if you want to be sure.
For all other destinations, customs charges are the buyer’s responsibility and are separate from our shipping fee.
Products & Craftsmanship
Q. Are all your items handmade?
A. The vast majority of our pieces are handmade by individual Japanese craftsmen and craftswomen.
Some items — such as certain everyday tableware lines — are produced using traditional small-batch workshop methods that combine hand-finishing with shared tooling. Even those are made in Japan, by people who have spent decades in their craft.
If a specific piece is fully handmade, hand-painted, or made especially to order, that is quietly noted on its product page.
Q. Will the product look exactly like the photos?
A. Your piece will be very close to the one in the photo, but not identical — and that is part of what makes it real.
You may notice gentle variation in color, in the pooling of the glaze, in the brushstroke, or in the shape. These are not flaws — they are the signature of the craftsman’s hand.
For example: two Hagi-yaki tea bowls fired in the same kiln will pick up the flame and ash a little differently, and emerge with subtly different tones. Two indigo noren dipped in the same vat breathe in the dye at slightly different rates. This is the quiet character of traditional Japanese craft, and it is one of the reasons collectors come back to it.
For more on this way of seeing, please read our pillar essay Why Japanese Crafts Feel Different.
Q. Where are your products made?
A. All of our pieces are made in Japan.
We work directly with workshops, kilns, and individual craftspeople across the country — including Hagi (Yamaguchi), Kyoto, Shigaraki and Kutani (Hokuriku), Arita (Saga), Seto and Mino (central Japan), and many more regional traditions.
Nothing on our site is mass-imported or relabelled.
Q. Are your products authentic Japanese crafts?
A. Yes, completely. Every item is sourced through a direct relationship with the original workshop or craftsman.
There are no resellers or middlemen between the kiln and our warehouse. Many of the makers we partner with have been practicing their craft for decades — and several are designated as traditional craft producers under Japan’s national or prefectural craft programmes.
Q. How can you offer authentic Japanese crafts at reasonable prices?
A. Because we ship directly from the workshop to you.
Most Japanese crafts available outside Japan have passed through several hands — export agent, importer, distributor, retailer — and each step adds its own margin. By working directly with craftsmen and shipping from our base in Osaka, we keep that chain as short as possible. The savings stay with you, and a fairer share quietly returns to the makers.
Q. What makes Japanese traditional crafts special?
A. Our pieces are not only beautiful to look at — they are made to be used, and that makes all the difference.
When you pick one up, you can quietly feel the craftsman’s care: the weight that sits comfortably in the hand, the curve your fingers find without thinking, the rim that meets your lips gently, the balance that feels natural at the table. These small touches come from omoiyari — a quiet thoughtfulness for the person on the other side of the object, woven into the craft itself.
This is something you may not notice at first glance. It reveals itself slowly, as you use your piece day after day.
For a longer look at this way of making, please read our pillar essay Why Japanese Crafts Feel Different.
Q. What do the different Maneki Neko colors mean?
A. Each colour of Maneki Neko carries its own meaning in Japanese folk tradition — for example:
- White: happiness and purity
- Black: protection from evil and misfortune
- Red: protection from illness
- Gold: wealth and prosperity
- Pink: love and relationships
- Blue: education and study
- Green: family safety
The raised paw also matters: a right paw raised invites money and good fortune, while a left paw raised invites people and customers.
For a deeper guide, please read Maneki Neko Color Meanings.
Care & Maintenance
Q. Are your items dishwasher and microwave safe?
A. It depends on the piece.
As a general rule, traditional Japanese crafts — especially hand-thrown pottery, hand-painted ceramics, lacquerware, and wooden pieces — are happiest when they are hand-washed in warm water with mild soap, and kept away from dishwashers, microwaves, and ovens. Heat shock, harsh detergents, and long soaking can crack the glaze, dull the colour, and shorten the life of the piece.
Some modern porcelain lines are dishwasher and microwave safe; that is quietly noted on the relevant product pages where it applies. If you would like specific advice for a particular item, please reach out — we are happy to check for you.
Q. How do I care for my noren?
A. Hand-dyed Kyoto noren should be cared for very differently from a printed modern curtain.
The short version: please take it to a professional dry cleaner. We no longer recommend home washing of any kind, because the natural dye and fabric react strongly to water, friction, and heat.
For full guidance, please see our How to Care for Your Noren page.
Q. How do I care for my Hagi-yaki pottery?
A. Hagi-yaki is famous for its “seven changes” (nanabake) — the quiet way the glaze shifts in tone as the piece is used over time. To allow this to happen safely, each piece should be gently seasoned before its first use and washed by hand thereafter.
For step-by-step instructions, please see How to Care for Your Hagi-yaki Pottery.
Q. How do I care for my kyusu (Japanese teapot)?
A. A kyusu is a precision-made teapot — especially the unglazed clay ones from Tokoname — and it rewards careful, patient handling.
Please avoid soap, never put it in the dishwasher, and rinse it gently with warm water after each use. Over time, the clay quietly absorbs the character of your favourite tea.
For full instructions, please see How to Care for Your Kyusu.
Gifts
Q. Do you offer gift wrapping?
A. Yes — we are happy to offer traditional Japanese gift wrapping, including furoshiki cloth wrapping for selected items.
For details and visuals, please see our Gift Wrapping page.
Q. Can you ship directly to the recipient?
A. Yes. At checkout, you can enter a different shipping address from your billing address — for example, a friend’s home or office.
If you would like us to include a personal message card, please add it in the order notes during checkout, or reach out after ordering. We are always happy to handwrite a short note in English or Japanese.
Q. Will the parcel include an invoice or price tags?
A. No. By default, every gift parcel leaves us without any price tags or commercial invoices visible to the recipient.
Please note that customs declaration forms (which are required by law on the outside of international parcels) do state a value — that part is unavoidable for international shipping — but the inside of your parcel will not show any pricing information.
Returns & Damage
Q. How are items packaged?
A. Carefully — we ship from Japan, so every parcel is built to survive a long journey.
Each item is individually wrapped in bubble wrap, cushioned with packing materials on every side, and placed in a sturdy double-walled cardboard box. Fragile pieces receive extra layers of internal padding so they do not move during transit.
For a closer look at our packing process, please see our How We Pack Your Item page.
Q. What is your return policy?
A. We accept returns only when there is a real problem with the order itself — specifically, items that arrive damaged, defective, or incorrect.
In those cases, please contact us within 14 days of delivery and include:
- Your order number,
- A short description of the issue,
- Clear photos of the product, the outer cardboard box, and the cushioning material inside.
Please keep the parcel, the packing materials, and the item itself exactly as they were when the parcel was opened. For damage in transit, both we and the carrier may need this evidence in order to process an insurance claim — and without it, we are not able to issue a refund or replacement.
Once the issue is confirmed, we will arrange a replacement, a full refund, or a partial refund to your original payment method (PayPal, credit card, and so on), depending on the situation. If we ask you to ship the item back to us, we will cover the return shipping cost.
Q. Can I return an item if I simply changed my mind?
A. We are very sorry, but in most cases we are not able to accept returns for change of mind.
Every piece we sell is handmade or hand-finished by a Japanese craftsman, and every parcel is individually prepared and shipped internationally from Osaka. Because of that, returns are gently reserved for items that arrive damaged, defective, or incorrect.
If you are unsure whether an item is right for you, please write to us before ordering. We are always happy to send additional photos, measurements, weight details, or material notes so you can decide with confidence.
Q. My item arrived damaged or defective — what should I do?
A. We are so sorry to hear that. Please act quickly — damage claims have a strict time limit and require evidence that only you can provide.
Before anything else, please keep all of the following in their original condition:
- The outer cardboard box,
- All inner cushioning material (bubble wrap, paper, foam, and so on),
- The damaged item itself.
Please do not discard or reassemble anything. The carrier’s insurance team needs to see it exactly as you received it.
Then, within 14 days of delivery, please contact us with:
- Your order number,
- A short description of the issue,
- Clear photos of the outer box, the inner cushioning, and the damaged item (close-ups of the damage are especially helpful).
International damage claims are handled through the carrier’s insurance programme (EMS, DHL, or FedEx, depending on your shipping choice). We will quietly guide you through the process and share the documents we prepare on our side. In some cases the carrier will ask you to file a short claim locally — or to bring the parcel to your nearest post office or depot for inspection. We know that is inconvenient, and we will support you through every step.
Once the claim is confirmed, we will arrange a replacement, a full refund, or a partial refund — whichever fits the situation best.
Q. How long do I have to report damage?
A. Please report any damage or defect within 14 days of receiving your parcel.
This timing matters because most carrier insurance claims (especially EMS) require us to report the damage within a fixed window. After 14 days, we may no longer be able to recover the cost from the carrier, and our ability to help is gently reduced.
Q. Do I need to send the damaged item back?
A. Please keep everything first — the box, the cushioning, and the damaged item — until we confirm next steps with you.
Whether the item needs to travel back to us depends on what the carrier’s insurance team requires:
- In many cases, clear photos are enough, and you can quietly set aside or dispose of the broken piece once we confirm it.
- In some cases, the carrier asks you to bring the parcel to your local post office or courier depot for inspection.
- In rarer cases, the carrier asks for the item to be returned to Japan — if so, we will cover the return shipping cost.
We will let you know clearly which of these applies to your case after reviewing your photos.
Customer Support
Q. How can I contact you?
A. The easiest way is through our Contact Us page.
You can also simply reply to any of our order or shipping confirmation emails — those replies come straight to our team.
Q. How quickly do you respond?
A. We aim to reply to every message within 24 hours.
If you happen to write to us during a Japanese public holiday or a long weekend, the reply may take a little longer — but we always answer.
You are warmly welcome to write to us in English, Japanese, or any other language — we will do our best to understand and reply clearly.
Thank you for spending a little time with us. We hope something you found here quietly becomes part of your everyday life.
— from Osaka, Team Manekineko Ai