FAQ

Q. Why are there differences in the color and shape of each product?

A. Most of the products we sell are handmade by artisans. Therefore, there may be slight individual differences in color, texture, and shape. We hope you will understand that these are the individual characteristics of each piece.

Q. Can I use it in the dishwasher or microwave?

A. Please check the product page to see if it is microwave and dishwasher safe. If you are unsure, please contact us.

Q. I haven't received an order confirmation email.

A: Please check the following:

・Is there an error in the email address?

・Make sure it's not in your spam folder

・Is the domain "info@utsuwa-jp.com " allowed to receive emails?

Q. Can I get a receipt?

A. The details in the "Order Confirmation Email" sent after your order is completed can be used as an official receipt. If you would like a separate PDF receipt with your name on it, please let us know via the inquiry form.

Q. How long does it take to deliver?

A. We usually ship within 2-5 business days after your order is confirmed. Delivery within Japan takes about 1-3 days. For overseas shipments, delivery times vary depending on the country and shipping method. (Estimated delivery time: 5-14 days)

Q. How much is the shipping fee? (Domestic/International)

A. [Domestic delivery]

Hokkaido and Okinawa: 2,000 yen (tax included)

Other regions: 1,000 yen (tax included)

[Overseas delivery]

Shipping costs are calculated automatically based on your country and size. Once you enter your address in the cart, shipping costs will be automatically displayed.

Customs and import taxes may be charged separately.

Q. There was a defect in the product when it arrived. Can I return it?

A. If the product is damaged during delivery, etc., we will exchange it if a replacement is available, but if not, we will refund your money.

Please send the following information by email to info@utsuwa-jp.com within one week of receiving the product.

・Order number listed in the order confirmation email

・Name

・Address

・Telephone number

·email address

・Product name

・Reason for exchange/return

・Product photos