FAQ – Frequently Asked Questions

Last Updated: April 4, 2026

Thank you for shopping with WATASU.
All of our products are authentic Japanese goods, carefully sourced from domestic retail stores in Japan and shipped directly to you.

For full legal and business operator information, please refer to our Legal Notice.

Shipping & Delivery

Do you ship internationally?

Yes, we ship worldwide. All orders are dispatched from Japan via Japan Post. We ship to all countries and regions serviced by Japan Post e-Packet Light and EMS, including the United States, Canada, United Kingdom, Germany, France, most EU countries, Australia, New Zealand, Singapore, Hong Kong, Taiwan, and South Korea, among many others. Please contact us if you are unsure whether we ship to your country.

How do you fulfill orders?

WATASU operates on a made-to-order sourcing model. After you place your order, we procure the item from domestic retail stores in Japan, inspect it, and ship it directly to you. This ensures you receive authentic, fresh-from-Japan products every time.

What shipping methods do you use?

The appropriate shipping method is automatically selected based on the nature and value of each product:

  • Standard items: Japan Post e-Packet Light (tracking included, no insurance)
  • Premium / fragile items: EMS — Express Mail Service (tracking and insurance included)

Premium and fragile items include products priced at ¥20,000 or above, as well as ceramics, glassware, lacquerware, and other delicate traditional crafts.

How long does shipping take?

  • Processing time: 3–7 business days after payment confirmation (product sourcing and inspection)
  • Shipping time: Varies depending on the destination and shipping method (displayed at checkout)

Actual delivery times may vary depending on customs processing and local postal conditions. Business days are Monday through Friday, excluding Japanese national holidays.

How much does shipping cost?

Shipping fees vary depending on the shipping method, destination, and package weight. The exact amount will be calculated at checkout. All prices and fees are displayed in Japanese Yen (JPY).

Can I track my order?

Yes. Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number. You can track your package via the Japan Post tracking page or your local postal service website.

Will I be charged customs duties or import taxes?

International shipments may be subject to customs duties, import taxes, or other fees imposed by the destination country. These charges are not included in the product price or shipping fee and are the sole responsibility of the customer. WATASU has no control over these charges and cannot predict their amount. We recommend checking with your local customs office before placing your order.

All shipments are made under DAP (Delivered At Place) conditions in accordance with Incoterms 2020. This means WATASU is responsible for delivering the goods to the destination country, while import customs clearance, duties, and taxes are the responsibility of the buyer.

Cancellation Policy

Can I cancel or change my order after placing it?

Since all products are sourced after your order is placed, cancellation terms depend on the procurement status:

  • Before purchase: Full refund with no restocking fee
  • After purchase or shipment: Cancellation is not possible

To cancel, please contact us at watasujapan@gmail.com with your order number as soon as possible.

Returns & Refunds

What is your return policy?

Returns are not accepted for change of mind, as each product is individually sourced to fulfill your order.

However, if you receive a defective, damaged, or incorrect item, please contact us within 7 days of delivery with photos. We will provide a full refund or replacement at no additional cost, including return shipping.

For full details, please visit our Shipping & Returns Policy page.

How do I request a refund?

  1. Email us at watasujapan@gmail.com with your order details and photos of the issue
  2. We respond within 2 business days
  3. If needed, we provide return instructions and cover shipping costs
  4. Refund is processed after inspection, within 14 business days, to the original payment method

I am an EU customer. Do I have a right of withdrawal?

Yes. Customers in the European Union may withdraw within 14 days of receiving their last item. To request withdrawal, please email watasujapan@gmail.com with your order number and reason. Please note that return shipping is the customer's responsibility, and refunds are processed within 21 business days after inspection. As products are sourced after order placement, we kindly request early withdrawal requests.

Products & Care

Are your products authentically made in Japan?

Yes. All WATASU products are sourced directly from domestic retail stores in Japan. WATASU inspects all products before shipment and guarantees their quality and authenticity at the time of dispatch. Please note that products may not be covered by the manufacturer's official warranty, as WATASU is not an authorized dealer or representative of any manufacturer or brand.

Orders & Payment

What payment methods do you accept?

  • Credit card (Visa, Mastercard, American Express, JCB)
  • PayPal
  • Shop Pay
  • Other methods available through Shopify Payments

All transactions are processed securely. No payment processing fees are charged to the buyer.

What currency are prices displayed in?

All prices are listed in Japanese Yen (JPY). Prices are subject to change without prior notice.

Still have questions?

We’re happy to help. Please reach out via our Contact page and we will get back to you within 1–2 business days.

WATASU — Authentic Japanese Products, Delivered Worldwide