FAQ
Ordering Information
I cannot complete my order.
Please try the following
1) Please use the latest browser version.
2)If you have multiple screens open, please close them and try again with only one screen displayed.
3)Try using a different browser. (We recommend using the latest versions of the following web browsers with our website. Using a non-recommended browser, such as Internet Explorer, may cause webpages to display incorrectly or certain parts of the website to malfunction.)
- Google Chrome
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(Please make sure JavaScript is enabled.))
4) If you are using a free email address, please enter a PC address.
(e.g. @gmail.com @yahoo.co.jp @icloud.com, etc.)
5) If you are using a computer, try using a smartphone, iPad, or another device.
Is the item secured once added to the shopping cart?
Your item is not secured until your order is complete. In some cases, items may sell out while you are placing your order. Additionally, if items remain in your shopping cart for an extended period, stock availability and prices may change by the time you place your order.
I did not receive an order confirmation email.
If you are using a free email service (such as yahoo.co.jp or hotmail.com), please check your spam/junk folder.
Can I cancel my order?
There are no cancellations once an order has been accepted.
Can I change my order after placing it? (Add or remove items)
We’re sorry, but we are unable to modify orders after they have been placed — including adding or removing items, or changing quantities.
If you wish to make changes, please cancel your existing order and place a new one with the desired items.
To request a cancellation, please contact us as soon as possible via [Contact Form].
Please note that if your order has already entered the shipping process, it may not be possible to cancel.
How much is shipping and how long does it take?
Shipping costs and delivery times vary depending on the shipping method and destination country.
When you add items to your cart and select your shipping country, the applicable shipping cost will be automatically displayed in the cart.
Do I have to make a purchase once I click "Add to cart"?
No. You can still cancel your purchase or change the quantity even after adding items to your cart.
Shipping
Delivery Time
Processing and packing time at our warehouse usually takes 5–10 business days before shipment.
What countries are eligible for shipping?
Here is a list of countries where we offer international shipping
Republic of Korea, Taiwan, Macao SAR, Hong Kong SAR,Malaysia, Indonesia, Singapore, Philippines, Brunei India, Australia, New Zealand, United States, Canada, Italy, Germany, United Kingdom, France, Switzerland, Netherlands, Austria, Sweden, Denmark, Lithuania, Finland, Czech Republic, Slovakia, Hungary, Ireland, Norway, Poland, Belgium, United Arab Emirates, Saudi Arabia, Uganda
What shipping method will be used?
Nakamura Tokichi Honten offers the following shipping methods
-DHL: Typically fast. Private courier’s international shipping service.
Can I choose the shipping method?
Please note that customers cannot choose the shipping carrier; it will be determined based on the total weight of the order and the destination country.
Will I have to pay customs duties, taxes, or other fees upon delivery?
In most cases, all applicable duties, taxes, and import fees are calculated and paid at checkout, depending on your destination country. This means you can enjoy a transparent, worry-free shopping experience without surprise charges at delivery.
However, some countries may allow customers to choose between prepaying import fees at checkout or paying upon delivery. If you select to pay upon delivery, you (or the recipient) will be responsible for any additional customs charges assessed by the local customs office or delivery carrier.
Please note:
These fees vary depending on the destination country and product value.
We recommend checking your country's import policies before placing an order.
If you refuse to pay required duties or taxes and the package is returned, we may be unable to offer refunds or reshipments.
How are customs duties and other fees paid?
Depending on your shipping destination, any applicable duties, VAT, or other import fees are typically calculated and paid at checkout (Delivered Duty Paid - DDP). This means you usually won’t be charged any additional fees upon delivery.
However, in some countries (such as Taiwan), you may have the option to choose Delivered Duty Unpaid (DDU) — paying duties and taxes upon delivery instead of at checkout.
If you select this option, you will be contacted directly by the delivery carrier (e.g., DHL) via email, SMS, or phone with payment instructions. Please follow the instructions provided to complete your payment.
Note: Nakamura Tokichi is not involved in customs clearance or fee collection. For payment-related questions, please contact your local carrier directly.
Do I have any coupons?
Currently, we do not offer any discount coupons for use on our global online store.
Damages & Returns
The items I received were damaged. What should I do?
Please take pictures of the damaged item and the packaging (even if the packaging appears intact). Then, send these photos and details to either the courier company or Nakamura Tokichi Honten.
How can I return or exchange an item?
We only accept returns or exchanges for defective products after they arrive. Thank you for your understanding.
Gift Wrapping
Can you gift wrap?
We do not offer gift wrapping services. Thank you for your understanding.
Can you send a message card with it?
We offer original message cards. To order, please specify the number of cards you need and the content of your message in the remarks section on the cart page. Note that only one message card is allowed per item.
Payment
What payment methods are available?
Available options will be shown automatically at checkout based on your country.
Please note that not all methods are available in every region.
A credit card charge has been made for a canceled order.
Depending on your card issuer's billing cycle, the amount may be initially charged and then credited back in the following month.
For further details, please contact your card issuer directly.
When will the credit card charge be processed?
The date of the charge may vary depending on your card issuer. Please contact your card issuer for specific details.
Are there any fees for payment?
Fees vary depending on the payment method.
Is it possible to pay in installments with a credit card?
Unfortunately, only a single payment is accepted. We apologize for the inconvenience.
Membership Registration
How do I cancel my membership?
Please complete the procedure from My Page.
Do I need to register as a member to place an order?
Membership registration is not necessary to place an order.
I forgot my member ID.
Please reset your password on the password reset page.
How can I update my membership information?
Please log in and make changes through the "My Page" section.
Other
Regarding Cafe Reservations
Please note that we do not accept reservations for café seating at any of our locations ("Main Store," "Byodoin Store," "Kyoto Station Store," or "Ginza Store") for both individual and group customers. We apologize for any inconvenience this may cause.
Depending on the season, weather, and time of day, there may be a wait.
While we strive to accommodate group customers, you may be seated separately. In such cases, we kindly request that you pay the bill at each table.
What is the difference between the Best-before date and the Use-by date?
Use-by Date: The date after which it is recommended not to consume the product.
Definition: This date indicates the period during which the product can be safely consumed, provided it has been stored according to the specified conditions. Once this date has passed, the product may pose a risk to health due to spoilage or deterioration in quality.
Best-before Date: The date up to which the product will retain its best flavor and quality.
Definition: It is not an indicator of safety, so the product can still be consumed after this date, although its taste and texture may not be optimal. This date reflects the period during which the product is expected to maintain its full quality, provided it has been stored according to the specified conditions. After this date, the product may still be safe to consume, but its quality may have diminished.
Source: Ministry of Agriculture, Forestry and Fisheries of Japan "About Food Expiration Dates"
For more information, please visit: MAFF Food Expiration Dates