Questions about Orders
Q. How do I confirm my order details?
After your order is complete, an order confirmation email is automatically sent to your registered email address. Please check the product name, color, size, quantity, shipping address, payment amount, and other details.
If you cannot find the order confirmation email, please check your spam folder. If you are still unsure about the details, please contact us with your name, phone number, and order number.
Q. What should I do if I don't receive an email after placing an order?
Please check your spam folder and email rejection settings. If you are using a mobile carrier email address, it may be set to block emails from computers. If you still don't receive it after checking, please contact us by email or phone with your name, phone number, and the date and time of your order. We also accept communications via short message service.
Click here for details | To customers who are not receiving our emails
Q. Can I change or cancel my order after placing it?
Changes or cancellations may be possible before shipping or before production begins. Please contact us as soon as possible.
If the item has already been shipped, or if production has started for made-to-order items or engraved items, changes or cancellations may not be possible.
Q. Can I place an order if the billing address and shipping address are different?
Yes, you can. Please enter the recipient's address as the shipping address during the checkout process.
If you are sending it directly as a gift, your name will be written on the shipping label, and no invoices with prices or price tags will be included.
Q. Can I get a receipt or delivery note?
Yes, we can issue them. Please specify the desired name and description for the receipt in the remarks field when placing your order.
Depending on the payment method, a credit card statement, bank transfer statement, or cash-on-delivery receipt may serve as a formal receipt. If a delivery note is required, please request it in the remarks field or by contacting us.
Q. Can I place an order by phone or email?
We also accept orders by phone. For phone orders, payment is cash on delivery, and the delivery method is home delivery.
Our phone support hours are weekdays 10:00 AM - 12:00 PM and 1:00 PM - 5:00 PM. If you wish to place an order by email, please first inquire with the product name, color, size, and quantity.
Q. I want to inquire by phone or email.
You can contact us by phone or email. Our phone support hours are weekdays 10:00 AM - 12:00 PM and 1:00 PM - 5:00 PM. When inquiring by email, including your name and phone number will allow for smoother assistance.
Click here for details | Contact Information and Business Hours
Q. Can I purchase products directly in-store?
Craft Cafe is an online shop primarily focused on mail order, and we do not have a physical store where you can view products.
Our location serves as an office and shipping facility, so we do not offer in-store sales or direct pick-ups.
Q. Can I order from overseas and have items shipped internationally?
Yes, we offer international shipping to some countries and regions. However, there are some brands and products that are not available for international shipping. For international orders, please use a credit card or PayPal. Shipping costs vary depending on the destination and package weight, and customs duties, import taxes, and customs fees are the responsibility of the customer.
Questions about Products
Q. Can the actual product size differ from the size listed on the page?
The sizes listed on the product page are either measured by us or provided by the manufacturer/producer.
Handmade products, clothing, and products using natural materials may have slight variations in size depending on the production period and individual item. If you have any concerns about sizing, please contact us before placing your order.
Q. Can product designs, specifications, or prices change?
Designs, specifications, accessories, and prices may change without notice due to changes in materials or parts, improvements by the manufacturer, or fluctuations in raw material prices.
While we strive to keep the product page updated, handmade products may have slight differences in color and appearance from the photos shown.
Q. Can I check the stock status of products, or the availability of different colors or sizes?
Yes, we can check for you. Please inquire with the product name or product number, and your desired color and size.
Even if an item is out of stock, we will check with the manufacturer or producer for restock schedules, availability for取り寄せ (special order), and pre-order options.
Questions about Made-to-Order Products
Q. What are made-to-order products?
Made-to-order products are items that artists, craftsmen, or manufacturers create after receiving an order. Unlike in-stock items, these require a certain production period before delivery.
Since they are handmade, there may be slight individual differences in color, shape, and material appearance.
Q. How long does it take for made-to-order products to be delivered after ordering?
Production time varies depending on the product, brand, and order status. Please check the "Estimated Delivery" or product description on each product page for a general guideline.
Made-to-order products can take approximately 1 week to 2 months from the order date, but during busy periods or depending on material availability, it may take longer than usual.
Q. Can I specify the delivery date for made-to-order products?
Due to the production process, a firm delivery date cannot be guaranteed in principle.
If you have a preferred date, such as for a birthday or anniversary, please contact us with the product name and desired date before placing your order. We will check with the producer and inform you of the possibility of meeting your request.
Q. If I order made-to-order products and in-stock products together, how will they be shipped?
As a general rule, all items will be shipped together once they are all available.
If you wish to receive in-stock items earlier, please inquire if split shipping is possible. Separate shipping may incur additional shipping charges.
Q. Can I cancel a made-to-order product after placing the order?
Cancellations may be possible before production begins. Please contact us as soon as possible.
Cancellations or changes after production has started are generally not accepted. The same applies to engraved items, items produced with specified sizes or colors, and items marked as "no returns" on the product page.
Q. If I order a made-to-order product as a gift, will it arrive by the desired date?
This depends on the product and the timing of your order. If you have a desired date, please contact us before placing your order with the product name, color, size, and desired date.
Since delivery days are also required in addition to the production period, we recommend placing your order with ample time.
Q. Can I request specification changes or custom orders for made-to-order products?
Generally, you select from the options for color, size, belts, etc., listed on the product page.
For specification changes or custom orders not listed, the対応 (response) varies depending on the product and producer. Please contact us before placing your order with your requested details.
Questions about Shipping, Shipping Costs, and Delivery Times
Q. How much is shipping?
For deliveries within Japan, orders totaling 3,980 yen (tax included) or more qualify for free shipping using our designated delivery method. For express delivery, it is 660 yen (tax included) for Honshu, Shikoku, and Kyushu, and 1,210 yen (tax included) for Hokkaido, Okinawa, and remote islands. Mail service is a flat rate of 275 yen (tax included) nationwide. International shipping, cash on delivery, and changes from mail service to express delivery will incur shipping charges even for orders over 3,980 yen (tax included).
Q. Can I choose the shipping method?
Shipping methods are set for each product according to its size, thickness, and shape. It is possible to change mail service-eligible products to express delivery, but express delivery charges will apply. We generally do not accept specific shipping company requests.
Q. How many days will it take for my order to arrive after placing it?
For in-stock items, orders placed by 2 PM on a business day are typically shipped the same day, and orders placed after 2 PM are shipped on the next business day. For bank transfers, items will be shipped after payment confirmation. For made-to-order, pre-order, and special order items, please check the delivery time listed on each product page. Delivery days after shipment vary depending on the shipping method and region.
Q. Can I specify the delivery date and time?
For express delivery, you can specify your preferred delivery date and time slot. If desired, please indicate this in the remarks field when placing your order. Time slots available are: morning, 2 PM - 4 PM, 4 PM - 6 PM, 6 PM - 8 PM, and 7 PM - 9 PM. Date and time specification is not available for mail service or international shipping.
Click here for details | About Specifying Delivery Date and Time
Q. What should I do if the storage period for convenience store pickup has expired?
Packages that exceed the storage period may be returned to our store by the delivery company. First, please check the tracking information from the delivery company and then contact us.
If the package is returned to us and then re-shipped, you may be responsible for the return shipping cost and the re-shipping cost.
Q. How can I check the delivery status?
The shipping completion email we send after your product is shipped will include the shipping company name and tracking number.
You can check the current delivery status by entering the tracking number on the shipping company's parcel tracking page. Even for mail service, we will ship using a delivery method that provides a tracking number.
Q. Is delivery possible to remote islands or certain areas?
Yes, delivery is possible to remote islands and some areas within Japan. However, depending on the region, delivery may take longer than usual, and date/time specification may not be available. Express delivery to Hokkaido, Okinawa, and remote islands is 1,210 yen (tax included).
Q. Can I order multiple items together and have them shipped in one package?
As a general rule, items within the same order will be shipped together. If you wish to combine separately confirmed orders, please contact us with the order numbers before shipping. Combining orders may not be possible depending on the shipping preparation status or payment method.
Click here for details | About Shipping Costs and Delivery for Multiple Purchases
Questions about Payment Methods and Timing
Q. What payment methods are available, and what are the fees?
Within Japan, you can use credit card, PayPal, Shop Pay, Apple Pay, Google Pay, bank transfer, Paidy, and cash on delivery. Bank transfer fees are borne by the customer. Cash on delivery and Paidy may incur fees depending on the payment amount and method.
Q. Please tell me about the security measures for credit card payments.
We use Shopify's payment system. Credit card information is processed through the payment system, and we do not directly view your card number. Please check the detailed page for available card brands and payment methods.
Q. Can I use convenience store payment or deferred payment methods like Paidy?
While we do not support regular upfront convenience store payments, you can use the deferred payment service "Paidy." With Paidy, you can pay for a month's worth of purchases the following month via convenience store payment, bank transfer, or direct debit.
Q. When is the payment due? Is it the same for pre-order and made-to-order products?
The timing of payment varies depending on the payment method. For credit cards and PayPal, payment is due at the time of order processing; for bank transfers, it's upfront; and for cash on delivery, it's upon receipt of the product. For Paidy, payments are consolidated and due the following month. The basic payment methods are the same for pre-order and made-to-order products.
Q. Can I change my payment method after placing an order?
Due to system limitations, it may not be possible to directly change the payment method after an order has been confirmed.
If the item has not yet been shipped or production has not yet started, it may be possible to cancel the order and re-order with your preferred payment method. Please contact us as soon as possible.
Q. What should I do if a payment error occurs?
Please check the entered information such as card number, expiration date, security code, and name. The issue could also be due to your credit limit, identity verification, or restrictions imposed by your card company.
Please try changing your browser, waiting a while before retrying, or using a different card or payment method. If you haven't received an order confirmation email, your order may not have been completed.
Q. How do I use a coupon?
Add items to your cart, proceed to checkout, enter the coupon code in the designated field, and click "Apply." Please confirm that the discounted amount is displayed before confirming your order. The input field display method differs between smartphones and computers, so please check the page below for detailed instructions.
Questions about Returns, Exchanges, Cancellations, and After-Sales Service
Q. Can I return or exchange items due to customer reasons?
Excluding made-to-order items and non-returnable items, unused items with all accessories can be returned or exchanged if you contact us within one week of receiving the product. The return shipping cost for customer-initiated returns, the round-trip shipping cost for exchanges, and refund processing fees will be borne by the customer.
Q. What should I do if I receive a defective product or an item different from what I ordered?
Please contact us within one week of receiving the product, before returning it. We may ask for photos of the relevant parts to assess the condition. After confirming that the item is defective or incorrectly shipped, we will arrange for an exchange for a new item or a refund, with us covering the shipping costs.
Q. Please tell me about the contact deadline for returns/exchanges and who bears the shipping costs.
If you wish to return or exchange an item, please contact us within one week of receiving the product. In cases where we are responsible, such as for defective products or incorrect shipments, we will bear the return and re-shipping costs. For customer-initiated reasons, you will be responsible for the return shipping cost, round-trip shipping cost for exchanges, and refund fees.
Q. If the ring size I received doesn't fit, are there any after-sales services like size adjustment?
We offer ring size exchanges and adjustments. The compatible size range, fees, delivery time, and shipping costs vary depending on the brand, material, and design. Some items cannot be size-adjusted due to their materials or techniques, so please check the detailed page for eligible brands and conditions.
Click here for details | After-Sales Service such as Ring Size Adjustment
Q. What is the warranty period after replacing a watch movement?
The warranty period varies depending on the watch brand, type of movement, and repair details.
The warranty details will be provided in the estimate when you request a movement replacement, and in the information sent with the repaired item. If the same issue occurs during the warranty period, please contact us with the repair acceptance number and repair date.
Q. Can I get a watch battery replacement?
We offer battery replacement services for battery-powered watches purchased from our store.
Depending on the watch's structure and brand, it may be necessary to send it to the artist or manufacturer for replacement. Please contact us with the product name, order number, and a photo of the entire watch to inquire about fees and delivery times.
Q. Can I get a watch strap replaced?
We offer strap replacement services and consultations for replacement straps for watches purchased from our store.
The strap width, attachment method, and buckle shape vary depending on the watch. Please contact us with the product name, order number, photos of the front and back of the watch, and your desired color, etc.
Q. What should I do if my watch battery dies within six months to a year after replacement?
If your watch stops earlier than usual, the cause may not only be the battery but also the movement or internal components.
Instead of repeatedly replacing the battery at different stores, please contact us with the date of the battery replacement, the watch's product name, and the circumstances under which it stopped. We will assess the situation and guide you on the necessary steps, such as re-replacement, inspection, or repair.
Questions about Gift Services and Wrapping
Q. Is gift wrapping available? How much does it cost?
Gift wrapping is available free of charge. Please write "Gift wrapping desired" in the remarks field when placing your order. We will wrap the item in a gift bag or wrapping paper according to its size and shape. Depending on the size and quantity of items, wrapping may not be possible.
Q. Can multiple items be wrapped together?
Yes, multiple items can be wrapped together. Unless otherwise specified, we will generally wrap them all in one package. If you would like individual wrapping for each item or a specific combination, please indicate this in the remarks field. Depending on the quantity and size of the items, individual wrapping may not be possible.
Q. Can I have a gift sent directly to the recipient? Will any price information be included?
Yes, you can have a gift sent directly to the recipient. Your name will be written on the shipping label, and no invoices with prices or price tags will be included. A card indicating that the gift is from you will also be included.
Q. Can I include a message card?
Yes, you can include a message card for free. Please write "Message card desired" and the text you want on the card in the remarks field when placing your order. Our staff will handwrite it on a business card-sized card. If you wish to write it yourself, please write "Card only desired."
Q. Can I request a "Noshibukuro" (gift wrapping with traditional Japanese paper and ribbon)?
Yes, we can provide noshi. Please indicate your request for noshi and the desired text for the omote-gaki (main title) and namae-ire (name placement) in the remarks field. If no specific instructions are given, we will prepare it with "御祝" (Celebration) as the omote-gaki and no name.
Q. What kind of engraving can be done on Watanabe Kobo watches?
For compatible models, you can inquire about engravings primarily using alphabets and numbers, such as names, initials, or anniversaries.
The engravable position, number of characters, usable characters, fees, and delivery time vary depending on the watch model. Kanji characters, symbols, and long sentences may not be accommodated.
Please contact us before placing your order with the product number of the desired watch and the text you wish to engrave. We will check with the manufacturer and provide guidance.
Questions about Restock and Pre-orders for Out-of-Stock Items
Q. Can I check the restock schedule or pre-order availability for out-of-stock items?
Yes, we will check with the manufacturer or producer about restock schedules, special order availability, and pre-order options.
Please contact us with the product name or product number, and your desired color, size, and quantity.
For some products, remanufacturing may take several weeks to months, or they may not be restocked due to discontinuation. If the arrival date is undecided, we will inform you of that.
