Questions about orders
How can I confirm my order details?
After your order is completed, a confirmation email will be automatically sent to your registered email address. Please check the product name, color, size, quantity, shipping address, and payment amount.
If you cannot find the order confirmation email, please check your spam folder. If you are unsure about the content, please contact us with your name, phone number, and order number.
What should I do if I don't receive an email after placing an order?
Please check your spam folder and email reception settings. If you are using a mobile carrier's email address, your settings may be preventing you from receiving emails from computers. If you have checked and still haven't received it, please contact us by email or phone with your name, phone number, and order date and time. We also accept contact via short message.
Click here for details | For customers who have not received emails from us
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 of made-to-order or engraved items has already begun, changes or cancellations may not be possible.
Can I place an order even if the billing and shipping addresses are different?
Yes, you can place an order. Please enter the recipient's address as the shipping address during the checkout process.
If sending directly as a gift, the sender's name will be included on the shipping label, and no delivery notes with prices or price tags will be enclosed.
Can I get a receipt or delivery note?
Yes, we can issue them. Please fill in the recipient's name and details for the receipt in the remarks column when ordering.
Depending on the payment method, a credit card statement, bank transfer statement, or cash on delivery receipt may serve as a formal receipt. If you require a delivery note, please state so in the remarks column or contact us.
Can I order by phone or email?
We also accept orders by phone. For phone orders, payment is cash on delivery, and the shipping method is courier service.
Our phone service hours are weekdays from 10:00 to 12:00 and 13:00 to 17:00. If you wish to order by email, please first contact us with the product name, color, size, and quantity.
I want to inquire by phone or email.
You can contact us by phone or email. Our phone service hours are weekdays from 10:00 to 12:00 and 13:00 to 17:00. When inquiring by email, including your name and phone number will allow us to assist you more smoothly.
Click here for details | Contact information and business hours
Can I purchase products directly at a physical store?
Craft Cafe is an online shop specializing in mail-order, and we do not have a physical store where you can view products.
Our location is an office and shipping facility, so we do not offer in-store product sales or direct pickup.
Can I order from overseas and have it shipped internationally?
Yes, we offer international shipping to some countries and regions. However, some brands and products are not eligible 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 clearance fees are the customer's responsibility.
Questions about products
Can there be a discrepancy between the actual product size and 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 made from natural materials may have slight variations due to production time or individual differences. If you have any concerns about sizing, please contact us before ordering.
Are product designs, specifications, and prices subject to change?
Designs, specifications, accessories, and prices may change without notice due to changes in materials or parts, improvements by the producer, or fluctuations in raw material prices.
We strive to keep the product pages updated, but handmade products may have slight differences in color and appearance compared to the posted photos.
Can I check product stock status and stock for different colors or sizes?
Yes, we will check for you. Please contact us with the product name or product number and your desired color, size.
Even if an item is out of stock, we will check with the producer or manufacturer for restock schedules, availability for取り寄せ (ordering specifically for you), and reservation availability.
Questions about made-to-order products
What are made-to-order products?
Made-to-order products are items that are created by an artist, craftsman, or producer after an order has been placed. Unlike in-stock items, a certain production period is required before delivery.
As they are handmade, there may be slight individual differences in color, shape, and material texture.
How long does it take for made-to-order products to arrive after ordering?
The production period varies depending on the product, brand, and order status. Please check the "Delivery Schedule" and product description on each product page for an estimated delivery time.
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.
Can I specify a delivery date for made-to-order products?
Due to the production process, we generally cannot guarantee a specific delivery date.
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 let you know if it's possible to meet your request.
If I order a made-to-order product and an in-stock product together, how will they be shipped?
As a general rule, all items will be shipped together once they are all ready.
If you wish to receive in-stock items first, please inquire if separate shipping is possible. Separate shipping may incur additional shipping charges.
Can I cancel a made-to-order product after ordering?
Cancellations may be possible before production begins. Please contact us as soon as possible.
As a general rule, cancellations or changes are not accepted once production has started. The same applies to engraved products, products manufactured with specified sizes or colors, and products marked "no returns" on the product page.
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 with the product name, color, size, and desired date before placing your order.
As delivery days are needed in addition to the production period, we recommend placing your order with plenty of time to spare.
Can I request specification changes or custom orders for made-to-order products?
The basic rule is to choose from the colors, sizes, belts, and other options listed on the product page.
For specification changes or custom orders not listed, the対応 (handling) varies depending on the product and producer. Please contact us with your desired content before placing an order.
Questions about shipping, shipping fees, and delivery times
How much is shipping?
For domestic shipping within Japan, orders totaling 3,980 JPY (tax included) or more qualify for free shipping, limited to our designated shipping method. For courier service, it's 660 JPY (tax included) for Honshu, Shikoku, and Kyushu, and 1,210 JPY (tax included) for Hokkaido, Okinawa, and remote islands. For mail delivery, it's a flat rate of 275 JPY (tax included) nationwide.
International shipping, cash on delivery, and changes from mail delivery to courier service will incur shipping fees even if the order totals 3,980 JPY (tax included) or more.
Click here for details | About shipping methods and shipping fees
Can I choose the shipping method?
Shipping methods are set for each product based on its size, thickness, and shape. It is possible to change a mail-eligible product to courier service, but courier service fees will apply. As a general rule, we do not accept requests for specific shipping companies.
Click here for details | About shipping methods and shipping fees
How many days does it take for my order to arrive after placing it?
For in-stock items, orders placed by 2 PM on a business day will be shipped the same day, and orders placed after 2 PM will be shipped on the next business day. For bank transfers, we will ship after confirming payment. For made-to-order, reserved, or取り寄せ (ordered specifically for you) items, please check the delivery time listed on each product page. Delivery days after shipping vary depending on the shipping method and region.
Click here for details | About shipping methods and shipping fees
Can I specify the date and time of delivery?
For courier service, you can specify your preferred delivery date and time slot. If you wish to do so, please indicate it in the remarks column 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 delivery or international shipping.
Click here for details | About delivery date and time specification
Can I pick up my order at a convenience store?
We do not allow you to designate a convenience store as the delivery address.
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. For mail delivery, we also ship with a tracking number if the shipping method allows it.
Is delivery possible to remote islands and certain areas?
Yes, delivery is possible to remote islands and certain areas within Japan. However, depending on the region, delivery may take longer than usual, and it may not be possible to specify a date and time. Courier service fees for Hokkaido, Okinawa, and remote islands are 1,210 JPY (tax included).
Click here for details | About shipping methods and shipping fees
Can I order multiple items and have them shipped together?
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 fees and shipping when purchasing multiple items
Questions about payment methods and payment timing
What payment methods are available, and what are the fees?
In Japan, you can use credit cards, PayPal, Shop Pay, Apple Pay, Google Pay, bank transfer, Paidy, and cash on delivery. Bank transfer fees are borne by the customer. For cash on delivery and Paidy, fees may apply depending on the payment amount and method.
Please tell me about credit card payment security measures.
We use Shopify's payment system. Credit card information is processed through the payment system, and we do not directly see your card number. Please check the details page for available card brands and payment methods.
Can I use convenience store payment or deferred payment?
We offer the deferred payment service "Paidy" (Paidy payment is available for orders from within Japan and deliveries to within Japan).
With Paidy, you can pay for all your purchases for one month in a single payment the following month, using either convenience store payment, bank transfer, or automatic debit.
With Paidy, you pay for all your purchases for one month in a single payment the following month. We will notify you of your monthly bill via email and SMS (short message) by the 5th of the following month (no paper invoices will be issued).
When is the payment timing? Is it the same for reserved items and made-to-order items?
Payment timing varies depending on the payment method. For credit cards and PayPal, payment is at the time of order placement; for bank transfers, it's prepayment; and for cash on delivery, it's upon receipt of the product. For Paidy, all usage for the month is paid the following month. The basic payment methods are the same for reserved and made-to-order items.
Can I change the 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 it's before shipping or before production has begun, we may be able to accommodate by canceling the order once and having you reorder with your desired payment method. Please contact us as soon as possible.
What should I do if a payment error occurs?
Please check the input details such as card number, expiration date, security code, and name. The cause may also be due to credit limit, personal authentication, or usage restrictions by the card company.
Please also try changing browsers, trying again after some time, or using a different card or payment method. If you have not received an order confirmation email, your order may not have been completed.
How do I use a coupon?
Add products to your cart and proceed to checkout, then enter the coupon code in the coupon code field and click "Apply". Please confirm that the discounted amount is displayed before confirming your order. Since the display method of the input field differs between smartphones and computers, please check the page below for detailed instructions.
Questions about returns, exchanges, cancellations, and after-sales service
Can I return or exchange items due to customer's convenience?
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 product arrival. Return shipping costs due to customer's convenience, round-trip shipping costs for exchanges, and refund processing fees will be borne by the customer.
What should I do if I receive a defective product or a product different from my order?
Please contact us within one week of receiving the product, before returning it. We may ask for photos of the relevant areas to confirm the condition. After confirming it is a defective product or an incorrect delivery, we will exchange it for a good product or issue a refund at our shipping expense.
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. If the defect or incorrect delivery is our responsibility, we will bear the shipping costs for return and re-shipment. If it is due to customer's convenience, you will be responsible for the return shipping cost, round-trip shipping cost for exchange, and refund processing fee.
If the delivered ring size doesn't fit, do you offer after-sales service such as size adjustment?
We offer ring size exchanges and size adjustments. The adjustable size range, fees, delivery time, and shipping costs vary depending on the brand, material, and design. Please check the detailed page for eligible brands and conditions, as some products may not be able to be resized due to their materials or techniques.
Click here for details | After-sales service such as ring size adjustment
How long is the warranty period after a watch movement replacement?
The warranty period varies depending on the watch brand, movement type, and repair content.
The warranty details will be included in the estimate when you request a movement replacement and in the information provided when we return the repaired item. If the same problem occurs within the warranty period, please contact us with the repair acceptance number and repair date.
Can I get a watch battery replaced?
We offer battery replacement for battery-powered watches purchased from our store.
Depending on the watch's construction and brand, we may send it to the artist or manufacturer for replacement. Please contact us with the product name, order number, and photos of the entire watch to inquire about fees and delivery time.
Can I get a watch strap replaced?
We offer strap replacement and advice on replacement straps for watches purchased from our store.
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.
What should I do if my watch battery dies within 6 months to 1 year after replacement?
If the watch stops earlier than usual, the cause may not only be the battery but also the movement or internal parts.
Please do not repeatedly replace the battery at other stores. Instead, contact us with the date of battery replacement, the watch's product name, and the circumstances under which it stopped. We will assess the situation and provide necessary actions such as re-replacement, inspection, or repair.
Questions about gift services and wrapping
Do you offer gift wrapping? How much does gift wrapping cost?
Gift wrapping is available free of charge. Please write "Gift wrapping requested" in the remarks column 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 or quantity of the items, we may not be able to offer wrapping.
Can multiple items be wrapped together?
Yes, multiple items can be wrapped together. Unless otherwise specified, we will generally wrap them together in one package. If you wish for individual wrapping for each item, please specify which items should be wrapped together in the remarks column. Depending on the quantity and size of the items, individual wrapping may not be possible.
Can I send a gift directly to the recipient? Will items with prices be included?
Yes, we can send gifts directly to the recipient. The sender's name will be on the shipping label, and no delivery notes with prices or price tags will be included. A card indicating that the gift is from the sender will also be included.
Can I include a message card?
Yes, you can include a message card free of charge. Please write "Message card requested" and the text you wish to include on the card in the remarks column 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 requested."
Do you offer "noshi" (Japanese ceremonial wrapping paper) service?
Yes, we also offer noshi service. In the remarks column, please indicate your request for noshi and the content for the "表書き" (occasion) and "名入れ" (name). If no specific request is made, we will prepare it with "御祝" (celebration) for the occasion and no name.
What kind of engraving can be done on Watanabe Kobo watches?
For compatible models, you can discuss engraving names, initials, dates, and other characters, primarily alphabetic and numeric.
The engravable position, number of characters, usable characters, fees, and delivery time vary depending on the watch model. Chinese characters, symbols, and long sentences may not be supported.
Please contact us before ordering with the product number of the desired watch and the characters you wish to engrave. We will check with the producer and provide you with information.
Questions about restocks and reservations for out-of-stock items
Can I check the restock schedule or availability for reservations for out-of-stock items?
Yes, we will check with the producer or manufacturer for restock schedules, availability for取り寄せ (ordering specifically for you), and reservation availability.
Please contact us with the product name or product number, and your desired color, size, and quantity.
Depending on the product, re-production may take several weeks to several months, or the item may not be restocked due to discontinuation. If the arrival date is undecided, we will inform you accordingly.
