Frequently Asked Questions
Frequently Asked Questions
Orders
Q. How do I place an order?
A. Select the product you would like to purchase, add it to your cart, and proceed to checkout. Your order is confirmed once payment has been completed.
Q. Can I place an order by phone or email?
A. No. We accept orders through our online store only.
Q. Can I change or cancel my order?
A. Changes and cancellations are generally not accepted after an order has been confirmed. If your order has not yet shipped, we may be able to assist you. Please contact us promptly through our contact form.
Shipping
Q. Where do you ship?
A. The U.S. store currently ships to the contiguous United States only. We do not currently ship to Alaska, Hawaii, or U.S. territories.
Q. How much does shipping cost?
A. Shipping within the contiguous United States is included in the displayed product price. No additional shipping charge will be added at checkout.
Q. How long does it take to process an order?
A. Orders are normally processed within 2–5 business days, excluding weekends and holidays. Processing may take longer during busy periods or due to inventory and logistics conditions.
Q. How long does delivery take?
A. Delivery time varies depending on your location, the selected carrier, weather, and other transportation conditions. You will receive a shipping confirmation email with tracking information after your order has shipped.
Q. Can I choose the shipping carrier?
A. No. The shipping carrier is selected based on the order and delivery location and cannot be specified by the customer.
Q. Will I be charged duties or import taxes?
A. No duties or import taxes are normally charged because orders are shipped domestically from within the United States.
Q. What should I do if my package is lost or damaged?
A. Please contact us through our contact form within 7 days of delivery. Include your order number and details of the issue. We may also ask you to provide photographs of the package and product.
Payment
Q. What payment methods do you accept?
A. We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, and other payment methods displayed at checkout.
Q. Do you accept PayPal or cash on delivery?
A. No. We do not currently accept PayPal or cash on delivery.
Returns and Refunds
Q. Can I return an item?
A. You may request a return within 30 days of receiving your order. The item must be unused, in the same condition in which it was received, with its tags and original packaging. A receipt or other proof of purchase is also required.
Q. How do I request a return?
A. Please contact us through our contact form or email us at shop@kikumatsu.jp. Please do not return any item before receiving return instructions from us.
Q. What if my item is defective, damaged, or incorrect?
A. Please contact us within 7 days of delivery. We will review the issue and provide return, replacement, or refund instructions as appropriate.
Q. When will I receive my refund?
A. After we receive and inspect the returned item, we will notify you whether the refund has been approved. Approved refunds are issued to the original payment method within 10 business days. Additional processing time may be required by your bank or credit card company.
For complete details, please review our Return & Refund Policy.
Products
Q. Where can I find product dimensions and materials?
A. Dimensions, materials, country of origin, and other specifications are listed on each product page. Please review the product information carefully before placing your order.
Q. How should I care for my kitchen knife?
A. Wash the knife promptly after use, wipe it completely dry, and store it in a dry and secure location. Keep all knives out of the reach of children. Regular sharpening is recommended to maintain cutting performance.
About KIKUMATSU
KIKUMATSU is a specialty online store operated by Chirashiya Dot Com Co., Ltd. We offer carefully selected Japanese kitchen knives and cutlery sourced through authorized distribution channels.
Store operator: Chirashiya.com Co., Ltd.
Address: 4-9-2 Naka Nishiichiba-cho, Kakamigahara-shi, Gifu 504-0018, Japan
Email: shop@kikumatsu.jp
For product and order inquiries, please use our contact form. We do not provide customer support by phone.