Frequently Asked Questions

Please feel free to visit us.

How can I proceed with shopping?

That is so simple, you can add the products what you like to the cart, and click on ‘Checkout’ to complete your order. Upon filling in your personal information, you can also click on “Create an account?” if you wish to have your account. You can continue to order without making an account as well.

How can I know whether in stock?

We will let you know the inventory after your order by mail. If necessary, contact us: order@kimuraglass.net

Do you sometimes offer promotion?

Since our glasswares are all hand-made, we do care about quality and respect towards artisans. We highlight our sustainability, therefore we are not an aggressive supplier such as offering no promotion nor discount.

How can I pay?

We accept whether Direct bank transfer or Credit Card (VISA/ MASTER/ American Express) via PayPal. Make your payment directly into our bank account.
For payment via direct bank transfer, please use your Order ID as the payment reference. Your order will not be shipped until the funds have cleared in our account.
Note that the prices on this web are excluding shipping cost, customs duty, and additional tax or expense. We will check the updated inventory and estimate the shipping cost and send an invoice URL for your payment processing.

Does the sales price include the shipping fee?

No, the shipping cost as well as customs duty, and additional tax or expense are excluded. However, if your purchase is over ¥50,000, we bear it. For your purchase from Japan, it’s no charge.

Do you support international orders?

Yes, we deliver to Hongkong, Macau, South Korea, Singapore, Thailand, Eastern Asia, Oceania, South-Eastern Asia / Southwest Asia, North and Central America, United States of America, Middle East, Europe, South America, Africa
via EMS, DHL.

Does the sales price include custom duties and taxes?

No, customs duties and VAT (taxes and charges) are not included, will be invoiced to you directly from DHL or EMS. Please check our User Guide for details on International Shipping.

Normally how long does it take to receive my order?

It depends from which country you order. In general it would take internationally between 2-7 business days after your payment done. Delivery details will be provided in your confirmation email.

What if I want to change or cancel my order?

If for any reason you are not completely satisfied with your purchase, you can cancel or change your order on the condition that it is before our delivery. If you wish to return goods then please contact us within seven days. You will be required to pay the return delivery charges, as we will only refund the original payment for the goods and the associated delivery charge.

Where can I find the delivery status?

The trucking code will be informed after delivery.
To track your order, You can check here at the courier’s website.

EMS
https://www.post.japanpost.jp/int/ems/index_en.html
DHL
https://www.logistics.dhl/jp-en/home/tracking.html

How can I care about the product?

For our delicate and fine product care, please avoid using the microwave, electric or gas oven, direct fire, and dishwasher. For more detail, please refer to this: https://kimuraglass.net/2019/07/09/maintenance-of-the-glasses/

Is Kimura Glass a lead-free crystal product?

Yes, all of our products are lead-free crystal to consider the environment. If you wish, we will provide you a certification of origin for a fee.

Where is Kimura Glass produced?

Our handmade craft works are mainly made in Japan, partly in Hungary, Slovakia, and the Czech Republic. After passing our quality control by us, all of the products are shipped from Tokyo. Our collaborated artists have good care of its quality, and as all are handmade, so we would like to note that there might be slight variations in shape, color, dimensions, etc., unavoidably, small bubbles and contamination, however, there is no problems in terms of quality!

Any return policy set up?

If there are some issues for damages or mistakes, we would receive your requests for exchanges or returns. Please kindly let us know within seven days after delivery. Our company bear the return fee. However, we will not be able to accept any exchanges or returns because of the customers’ personal preferences.

What can I do if my order arrived incomplete or damaged?

We do our best to ship your products with great care and protection, however, if you find it incomplete or damaged, please let us know. We ship the product again with the shipping cost covered by us.

For return, how long will it to receive my credit?

For return, we proceed to get you refund after receiving your return package. It may take up to 3-7 additional business days to transfer it. When you refund is processed, we will confirm this to you by email.

Your product has turned white. How can I remove it?

To get rid of the white stains, you can try to pour into the glass (decanter, jug, or vase) half a liter of alcohol vinegar mixed with a few handfuls of coarse salt, then shake it gently before rinsing in warm water. Alternatively, use a bathroom limescale remover with a bit of water, you just rub the trace with a soft sponge. We hope you will solve it out!

Can I wash Kimura Glass in my dishwasher?

As our products are fine and delicate, we do not recommend it. A gentle hand wash would be the best! For more detail, please refer to this:

https://kimuraglass.net/2019/07/09/maintenance-of-the-glasses/

What if your product is broken during shipping?

It would rarely happen as we do our best to ship your products with great care and protection. We insure against break, so in case it happens, please let us know so that we ship the product to you again as soon as pobbile.

Can you do a gift wrapping?

Yes, we do it for a free! Please note that the custom officer might open the gift wrapping, so we cannot guarantee its quality.