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
- Mozilla Firefox
- Apple Safari
- Microsoft Edge
- Opera
- Apple Safari on iOS
- Google Chrome on Android
(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.
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
Shipping Charges and Delivery Time
The cost and time required for shipping vary depending on the shipping method. The shipping cost will be shown on the Shopping Cart page after you add products to your cart and select your country and shipping method. An estimated delivery time will be provided during checkout.
Additional fees, such as import duties, VAT (value-added tax), and/or customs duties, may be charged by the carrier upon arrival. These fees are customers' responsibility and cannot be predicted. Please check your country's import and customs fee information before ordering. The estimated shipping time is approximate and may vary due to factors such as customs clearance.
Please note that prices may change frequently due to DHL’s monthly surcharges. DHL also imposes a temporary emergency service fee, which affects the total shipping cost.
The shipping time includes order processing and packaging at Nakamura Tokichi Honten (3-4 days), shipping duration, and customs processing upon arrival. Delays may occur during busy periods or due to natural disasters.
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, People's Republic of China, Malaysia, Indonesia, Singapore, Philippines, Brunei India, Australia, New Zealand, United States, Canada, Mexico, 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, Brazil, Uganda
Please note: Shipping to Brazil, Mexico, and China is currently suspended.
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.
Customs and other fees
In addition to the order and shipping charges, you (or the recipient) may be required to pay additional duties, taxes, and fees imposed by the destination country or delivery service during import processing and/or at the time of delivery. These charges vary depending on the destination country and the items selected. You (or the recipient) are responsible for paying all additional charges.
Please make sure to confirm the applicable customs, duties, taxes, and import laws for the destination country before placing your order, as unpaid fees may result in delivery delays or the return of the package.
Please note that we are unable to provide refunds or reshipments if an order is returned due to refusal to pay customs duties, taxes, or other reasons.
Payment method for customs and other fees
If the order is charged customs or other fees, you will receive an email, phone call, or other contact directly from DHL . Nakamura Tokichi Honten has no connection to this process. When you receive this message, please follow the instructions and fulfill the payment as directed. With DHL, typically a payment link will be sent via SMS or email to the phone number of the package recipient, or email address of the person who placed the order.
Do I have any coupons?
Customers can redeem a coupon that is valid for the Global Online Store.
Currently, available coupons are those issued at the main store, Ginza store, and other locations.
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
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