Frequently Asked Questions

How can I contact you?

Our store's location, email/phone contact information, and business hours are as follows:

Inquiries outside of business hours will be responded to on the next business day.

Click here for the inquiry form

Store location: 2-84 Fukakusa Nishiura-cho, Fushimi-ku, Kyoto 612-0029

Email: support@craftcafe.co.jp

Chat: You can contact us using the chat button in the bottom right corner of the screen.

Phone: 050-1809-5348 (Phone support hours are weekdays 10:00-12:00 / 13:00-17:00)

Business hours: Weekdays 10:00-17:00 (Closed on Saturdays, Sundays, and national holidays)

When inquiring by email, including your name and phone number will allow us to assist you more smoothly.

How can I check my order details?

Immediately after completing your order, an order confirmation email will be automatically sent to your registered email address (the subject of the email is "[Craft Cafe] Order Confirmation (Automated Email)").

Please check that your order details, such as product name, color, size, quantity, shipping address, and payment amount, are correct.

If you do not receive the order confirmation email, please check your spam folder. If you are unsure about the contents, 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?

First, please check your email app's spam folder or trash. Depending on the security and settings of your email address, emails may be sorted into the spam folder or trash.

If you are using a mobile email address, please check your spam filter settings (whether you are rejecting emails from computers).

If you have checked these and still haven't received the email, please contact us by email (support@craftcafe.co.jp) or phone (050-1809-5348 - support hours are weekdays 10:00-12:00 / 13:00-17:00) with your name, phone number, and order date/time.

If you do not receive emails, we also offer communication via SMS, so please contact us if you prefer this option.

Click here for more details | For customers not receiving emails from our store

Can I change or cancel my order after placing it?

If the item has not yet been shipped or production has not begun, we may be able to change or cancel your order. If you wish to change or cancel your order, please contact us as soon as possible.

If the item has already been shipped, please contact us after receiving the product.

For returns or exchanges due to customer convenience, the shipping cost for returning the product will be borne by the customer (return shipping at your expense).

Please note that for made-to-order products or semi-custom items with engravings, cancellations or returns cannot be accepted once production has begun. Thank you for your understanding.

Can I place an order even if the billing and shipping addresses are different?

Yes, you can place an order even if the billing address and the shipping address are different. During the checkout process, please enter the recipient's address and name as the shipping destination.

If the billing and recipient are different, the sender's name will be included on the shipping label, and no invoices or price tags showing the price will be included. Instead of an invoice, a card with only the sender's name will be included to indicate who placed or requested the order.

Can I get a receipt or delivery note?

Yes, we can issue one. On the screen where you add items to your cart, please enter the recipient's name and purpose for the receipt.

Our receipts are integrated with the delivery note. We kindly ask you to cut out the receipt portion of the delivery note for your use.