FAQ

We usually ship within 3 business days after receiving your order. Please note that if your order falls on Japanese weekends or national holidays (e.g., Golden Week, New Year holidays), shipping may take longer as carriers are closed. If you need your order urgently, please contact us before placing your order.

Delivery usually takes around one week, but it may take up to two weeks depending on the destination country or region. During holiday seasons, customs clearance may take longer, which could delay delivery.

We primarily use Japan Post (EMS). DHL may be available upon request before placing your order, but once the order is confirmed, we may not be able to accommodate changes. To receive a smooth estimate for cost and delivery time, please provide:

• Full shipping address (country, state, city, postal code)
• Item number(s) you wish to purchase (e.g., #1234)

Once an order is confirmed, we immediately begin preparing for shipment. Therefore, requests to change the shipping method may not be possible after the shipping process has started. If you have a preferred carrier, please let us know before placing your order.

Yes, we will provide a tracking number upon shipment. Please note that it may take some time for tracking information to appear online. Sometimes our emails may be returned due to errors or placed in your spam folder. If you cannot find your tracking number, please contact us with your name and item number (e.g., #1234).

We will send a shipping confirmation email, including the tracking number, to your registered email address once your order has been dispatched. Since the email is sent automatically from our system, it may be filtered to your spam folder or fail to deliver in rare cases. If you cannot locate the shipping notification, please contact us with your name and item number (e.g., #1234).

EMS shipping fees are covered by us (free shipping). However, additional charges apply for shipments to Africa and South America. If you request DHL, additional shipping fees will be charged to the customer. For a smooth quotation, please provide:

• Full shipping address (country, state, city, postal code)
• Item number(s) you wish to purchase (e.g., #1234)

EMS automatically includes insurance up to the declared value on the shipping label, and the premium is covered by us. No extra fee is required. For DHL, insurance is not automatically included and must be purchased separately per package. For high-value items, we recommend adding insurance, but the final decision rests with the customer. If we do not receive any instruction from you, the shipment will be sent without additional insurance.

Customs duties, taxes, and clearance fees vary by country, region, and product type. We are unable to provide exact amounts. Generally, duties are calculated based on the total of the item price + shipping fee (and sometimes insurance). For example, even if you purchase an item for JPY 20,000, the invoice will state “Item: JPY 15,000 + EMS Shipping: JPY 5,000 = Total: JPY 20,000.” The total amount will be subject to taxation. In EU countries, VAT is always charged in addition to customs duties. For accurate rates, please check directly with your local customs office.

All customs duties, taxes, and clearance fees that arise when the package arrives in your country are the responsibility of the recipient (the purchaser). Unfortunately, we cannot accept prepayment of these fees. Payment methods vary by country and may include:

• Paying the delivery person upon receipt
• Paying at the local post office when collecting your package
• Paying directly at customs before collection
• Online prepayment before delivery (available in some countries/carriers)

For details, please contact your local carrier or customs office.

Even before shipping, address changes are not possible once the order is confirmed, due to payment service regulations. If you need to change the address, we must cancel your order and ask you to place a new order with the correct address. After shipment, we cannot make any address changes. In some cases, you may request a change directly from the local carrier, but we cannot guarantee the outcome. Please ensure your registered payment account address is correct before purchase.

If you would like items to be combined, please contact us before placing your order, and provide the item numbers (e.g., #1234 and #9876). Although combined shipping may be possible in some cases, we do not offer partial refunds or discounts on shipping fees. For safety reasons, multiple items are generally shipped separately.

We are required to list accurate information on shipping labels and invoices in accordance with laws and customs regulations. If you have special requests, please contact us before placing your order. We will do our best within legal limits.

We cannot ship to countries under international sanctions or conflict zones (e.g., North Korea, Iran, Syria). Additionally, certain countries (e.g., China, Vietnam) prohibit the import of ceramics or antiques classified as cultural properties.

Yes, each country has import restrictions. Examples:

• Australia & New Zealand → Wooden and bamboo materials, and animal-derived materials (subject to quarantine) (e.g., tea scoops, bamboo vases, deer antler netsuke, bone or ivory items). Finished products that are clearly coated (such as lacquerware) are not restricted.
• USA & EU → Items restricted under CITES (Convention on International Trade in Endangered Species) (e.g., ivory, tortoiseshell combs, coral ornaments, crafts made with raptor feathers, tea utensils made of rosewood or ebony)

Please check with your local customs or quarantine office for details.

We regret that we can only ship to the registered address of the purchaser due to payment service regulations. If you would like to send the item as a gift to a friend or someone else, please update your registered shipping address before purchase.

Please check the tracking number for delivery status. Delays may occur due to customs inspections or local carrier circumstances. For more detailed procedures, please refer to Q18: “My package has not arrived. What should I do?”

First, please check the tracking number we provided. Tracking updates may take some time. Your package may be delayed at customs or by the carrier. In that case, please contact the carrier with the tracking number and, if necessary, inquire directly with customs. We cannot request an investigation with Japan Post until at least 7 days after shipment. If no tracking update is shown for more than 10 days, we will file a formal investigation. If the package is confirmed lost, we will file an insurance claim and issue a refund (if insurance was included). Please understand that the process may take some time.

Yes. In some countries, EMS tracking numbers change to a local carrier number upon arrival. Examples include (These details are correct as of September 2025):

• USA → USPS
• UK → Royal Mail
• Canada → Canada Post
• Australia → Australia Post
• New Zealand → NZ Post
• France → Chronopost

We may request an investigation with Japan Post, but only the local carrier can provide the new number. We recommend contacting the local carrier directly for the most up-to-date information.

If your item arrives damaged, please take clear photos of:

• The outer box
• Inner packaging materials
• The damaged part of the item

Then contact us. Compensation will be paid by the carrier, so please also report the situation to the local carrier (such as USPS, Royal Mail, Chronopost, etc.). Normally, the carrier will conduct an inspection after receiving your report, so please do not discard the damaged item or any of the packing materials. (Please note that if the packing materials are discarded, an insurance claim cannot be processed.) You may also be asked by the carrier to cooperate in providing documents or additional information during their investigation. After the carrier completes their inspection, we will file an insurance claim on your behalf. We sincerely apologize, but please understand that it may take some time from the start of the investigation until the refund process is completed.

You may cancel your order before shipment, but a cancellation fee will apply. After shipment, cancellations are treated as returns. For more details, please refer to our Terms of Service (TOS).

We generally do not accept requests to hold items before purchase. However, in some cases we may be able to make arrangements depending on your situation. We can sometimes combine shipping with an additional order placed after your first purchase, but we do not provide refunds or discounts for any shipping cost differences. If you would like to make a special request, please contact us before placing your order. We also try to accommodate requests such as “Please ship after [date]” (for example, if you will be away on a trip). However, depending on the number of items and the length of the holding period, it may not always be possible.

For international shipping (EMS or DHL), it is not possible for us to specify delivery dates, times, or no-signature delivery, as this is restricted by carrier regulations. If you would like to request these services, please contact your local carrier (such as USPS, Royal Mail, Canada Post, Australia Post, NZ Post, Chronopost, DHL, etc.) once the package has arrived in your country. We cannot make such requests on your behalf.

If you choose Japan Post (EMS), shipping to a P.O. Box is possible. However, DHL does not deliver to P.O. Boxes. If your registered address is a P.O. Box, your order will automatically be shipped by EMS.

We are a very small team, and unfortunately, we are unable to provide gift wrapping. We also cannot enclose message cards. Our top priority is to ensure that items arrive safely at your hands, so we focus on secure and protective packaging to prevent damage during shipment.

We normally do not include receipts or packing slips with the package. If you need a receipt, please contact us after placing your order, and we will issue a PDF copy by email.

Our official online shop is only: https://chano-yu.com/ We do not operate on Amazon, eBay, or any other external platforms. If you find a website or listing claiming to be “Antique Shop Chano-yu” elsewhere, it is not affiliated with us. Please be aware that we cannot provide support for any products or services offered by fake sites.

We only send emails in the following cases:

• Order notifications (such as order confirmation and shipping updates)
• Replies to customer inquiries
• Requests for confirmation related to your order or shipment

We will never directly charge you for customs duties or clearance fees. We will also never ask you for your shop account password, payment service login (e.g., PayPal), or credit card information.

⚠️ If you receive a suspicious email or SMS, do not click on any links or open attachments. If you are unsure, please contact us directly using the inquiry form or email address listed on our official website.

Our only official accounts are:

• Instagram: https://www.instagram.com/antique_shop_chanoyu/
• Facebook: https://www.facebook.com/japanantiquesjp/

Any other accounts claiming to be “Antique Shop Chano-yu” are not affiliated with us. Please be cautious of messages or follow requests from fake accounts. We never sell products directly through social media. Purchases must be made through our official website: https://chano-yu.com/ We will also never ask you via social media for customs duties, clearance fees, social media account passwords, or payment information. If you encounter a suspicious account, do not click any links. Please verify using the contact information provided on our official website.

Our store accepts payments through Wise (https://wise.com/) for certain international orders.
Please carefully read the following information before proceeding.
After adding the item to your cart, please click “Proceed to Checkout.”
When entering your customer information, you will see several payment options.
Please select Wise from the list of available payment methods.

■ Conditions of Use
・This payment option is available only to customers who have a Wise account.
・Due to Japanese regulations, payments via credit card or debit card are not available through Wise.
・Only payments made through a Wise invoice are accepted.

■ Payment Procedure

 1. After your order is completed, we will review the order details. This may take some time, but we will usually contact you within one business day after your order.

 2. A Wise invoice will be sent to you by email.

 3. Please complete the payment from your Wise account within 24 hours.

 4. Once your payment is confirmed, we will proceed with shipping your order.

■ Transfer Fees
Payments made via Wise are subject to exchange rate fluctuations and fees determined by Wise.
All such fees shall be borne by the customer. Please make sure to confirm the amount, currency, and final received amount on the Wise payment screen before sending funds.

■ Refunds
Refunds cannot be processed directly through Wise once the transfer has been completed.
Therefore, we are unable to issue refunds for completed payments.
Refunds will only be made in cases where an erroneous transfer, cancellation, or return has been approved, and will be sent to the same-name Wise account after deducting Wise fees and exchange losses.
Refunds via bank transfer or to accounts under different names are not accepted.

■ Important Notes
・If the invoice expires, it may be reissued or the order may be canceled.
・If we are unable to contact you or send the invoice due to spam filter settings or an incorrect email address, your order will be canceled.
・Once an order is canceled, the item will be released from reservation, and we cannot guarantee stock availability upon repurchase.
・Invoices are issued individually for each customer. Please do not share your invoice with others.
・For details regarding Wise account registration and usage, please refer to https://wise.com/

Our credit card payments are processed securely through the international payment system Stripe.
If an error occurs when paying by credit card or debit card, it is usually caused by one of the following reasons.

1️⃣ Error during 3D Secure authentication

If an error occurs during the 3D Secure authentication provided by your card issuer (bank, etc.),
please contact your card issuer directly.
Payment may fail due to issues with your password settings or one-time authentication (SMS or app verification).

2️⃣ Restrictions on international online purchases

Some cards are restricted from being used for overseas online payments or international e-commerce transactions.
In that case, please contact your card issuer (bank, etc.) and request to enable international online purchases.

Once the restriction is lifted, you should be able to complete your purchase normally.
However, whether and when the restriction can be lifted depends entirely on your card issuer, and we cannot guarantee approval.

Similar errors may also occur in the following cases:

• When the card’s issuing country, transaction region, and currency do not match
  (e.g., using a card issued in one country with a different currency)

• When using certain types of cards such as corporate cards, prepaid cards, or virtual cards that do not support international e-commerce

American Express (Amex) generally has fewer restrictions on international online purchases,
so we recommend using it if you have one available.

3️⃣ Insufficient balance for debit cards

If you are using a debit card, the payment may fail due to insufficient funds in the linked bank account.
Please check your account balance before trying again.

4️⃣ Incorrect card information or expired card

An error may occur if there are mistakes in your card details
(such as card number, security code (CVC), or expiration date)
or if the billing address is entered incorrectly.
Payments may also fail if the card has expired, reached its limit, or exceeded the available credit line.
Please verify your card information before retrying.

⚠️ Important note about repeated attempts

If you repeatedly try to make the same payment within a short period after a failed attempt,
Stripe’s security system may flag it as potential fraudulent activity.

Once flagged, your card may become temporarily unusable at any store that uses Stripe, not just ours.
If an error occurs, please avoid retrying immediately and contact your card issuer (bank, etc.) first for assistance.

? What we can check on our side

We are unable to determine whether an error is caused by security verification (3D Secure)
or by card issuer restrictions (international purchase limitations).
However, we can sometimes confirm if the failure is due to insufficient funds.

In addition, attempting to purchase an item that has already sold out may also result in an error message.

In most cases, the issue is related to your card issuer’s settings or authorization process.
If any of the above applies, please contact your card issuer directly for more information.