faq
Ordering Information
I cannot complete my order.
Please try the following
1) Use the latest browser possible.
2) If you have multiple screens open, display only one screen.
3) Change the browser you are using.(We recommend using the latest versions of the following web browsers with our website.Using a browser (such as Internet Explorer) that is not one of the recommended browsers may result in webpages not displaying properly or some parts of the website not functioning properly.
- 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 used a PC, please try a smartphone, iPad, etc.
Is the item secured at the time I add it to my shopping cart?
Your product is not secured until your order is complete. In some cases, items may be sold out during the ordering process. In addition, if the items remain in your shopping cart for an extended period of time, the inventory status and prices may differ at the time you place your order.
I did not receive an order confirmation email.
If you use some free email addresses (yahoo.co.jp, hotmail.com, etc.), please check your junk mail folder.
Can I cancel my order?
Once an order has been accepted, it cannot be cancelled due to the customer’s circumstances.
Do I have to make a purchase once I click "Add to cart"?
No. You can cancel a purchase or change the quantity even after it has been added to your cart. You can stop the purchase or change the quantity even after it is in the cart.
About Shipping
Shipping Charges and Delivery Time
The cost and time required for shipping vary depending on the shipping method.
The shipping cost is displayed on the Shopping Cart webpage after you have added products to your shopping cart and selected the country and shipping method.*
An estimate of how long it will take to ship is displayed during checkout.*
*There may be additional fees charged by the deliverer when the package arrives. These fees can include import duties, VAT (value-added tax), and/ or customs duties. These fees are the responsibility of the package recipient. We have no way to predict these fees, since they depend on the country, so please check the import and customs fees information for your country before placing an order.
**The time shown for how long shipment will take is just an estimate. It may take more or less time depending on circumstances such as the time required to clear customs.
Currently, global shipping times and costs are being dramatically affected by the ongoing COVID-19 pandemic. We ask for your patience with orders, as delivery times and service charges remain unpredictable.
When choosing DHL as the shipping carrier, please understand that prices change frequently. This is because DHL’s surcharge has been changing almost every month since the start of the pandemic.
Also, both DHL and EMS have been charging a temporary emergency service fee, which is reflected in the total shipping costs.
The total time it takes to ship the item includes: order processing and packaging time at Nakamura Tokichi Honten (2-3 days), number of days to ship the package, and number of days in customs and processing upon arrival. There may be delays in any of the steps during busy seasons or if natural disasters occur.
What shipping method will be used?
Nakamura Tokichi Honten the following range of shipping methods.
-DHL: Typically fast. Private courier’s international shipping service.
About our products
The items I received were damaged. What should I do?
Please take pictures of the damage and the packaging materials (even if the packaging was not damaged). Then, send the photos and information to the courier company, or Nakamura Tokichi Honten.
How can I return or exchange an item?
We do not accept returns or exchanges other than for defective products after the product arrives. We appreciate your understanding.
About Gift Wrapping
Can you gift wrap?
You can select whether you want gift wrapping or not on the 'Cart' page.
Can you send a message card with it?
Our original message card is available. If you wish to have a message card, please select "Message Card" from the menu item "About Gift and Handbag" when you select the product.
About Payment
There was a credit card debit for cancelled merchandise.
Depending on the closing date of your credit card company, there may be cases where the product charge will be debited once and the minus amount will be posted in the following month or later. Please contact your credit card company for details.
When will my credit card be debited?
The debit date differs depending on the credit card company you use, so please contact your credit card company.
Is there a fee for payment?
Depends on the payment method. Please click here.
Can I pay in installments with a credit card payment?
We are sorry, but only lump-sum payments are accepted.
Membership Registration
How do I cancel my membership?
Please complete the procedure from My Page.
Do I have to register to order?
Purchases can also be made without membership registration.
I forgot my member ID.
Please reset your password from the password reset page.
How can I change my membership information?
Please login and make corrections from My Page.
Other
Cafe Reservations
We do not accept reservations for seating in the café at the "Main Store", "Byodoin Store", "Kyoto Station Store", or "Ginza Store", regardless of whether you are an individual or a group.
Please understand that this is subject to change depending on the time of year, weather, and hours of operation.
Please note that you may have to wait for a while depending on the time of the year, weather, and time of day.
We will do our best to accommodate groups, but please be aware that you may be seated separately.
In such cases, we ask that you pay the bill at each table.
What is the difference Best-before and Use-by date?
Use-by date
It is better not to eat it after the expiration date.
Definition: A date that indicates the time by which the product is not likely to become unsafe due to putrefaction, deterioration, or other deterioration of quality when stored according to the specified method.
Best-before
The best-before date is the date by which the product can be eaten. It does not mean that the product cannot be eaten immediately after the expiration date.
Definition: A date that indicates the time by which all expected qualities can be sufficiently maintained when the product is stored according to the specified method. However, these qualities shall be retained even after said expiration date.
Excerpt from "Labeling of Expiration Dates of Food Products" by the Ministry of Agriculture, Forestry and Fisheries: https://www.maff.go.jp/j/syokuiku/kodomo_navi/featured/abc2.html