Frequently Asked Questions

Didn't find the answer to your questions on our FAQ page? If your inquiries persist, feel free to contact us for further information. Please expect an answer from our dedicated team within 3 business days. * We are closed on Saturdays, Sundays, and public holidays.




A. Order & Coupon

An automated email response titled "[kawashima the japanstore] Notification of Order Acceptance (automated mail)" will be sent once an order is placed. For orders experiencing shipment delays, product shortages or other unforeseen circumstances, we will contact you by phone or email to update the latest status. For payment methods via bank transfer, please check the contents of the automated mail before making the payment. After payment is confirmed, the item(s) will be shipped. We will send you a notification email with the package slip number when the shipment is completed. Kindly be patient until your order delivery is received.

If you do not receive an email from Kawashimaya, the following might apply:

i. The email address you entered is incorrect.
Kindly contact infojapanstore@kawashima.shop to inform the correct email address, and we shall amend the information accordingly.

ii. Emails from our shop may be automatically stored in the junk email folder or spam folder.
Please check your junk mail folder. In addition, some domains may reject emails as a measure against spam, therefore please allow email domain from "infojapanstore@kawashima.shop".

(About address change, quantity change, product addition, bundled orders, cancellation, etc.)

Once the order enters the ‘Shipment is on the way’ status, you cannot modify the order. In the case of an order cancellation or order modification request, please email us (infojapanstore@kawashima.shop) right after placing an order. An order update email will be sent to notify customers regarding the order. However, please note that we may not be able to meet the ‘Requested Delivery Date’.

We currently do not accept orders by phone, fax, or email. Please order through the website.

We do not accept bundled shipments. If you place 2 orders at once or at a similar time, we will ship them in a separate boxes. We accept cancellations only before preparation for shipping, so please contact us by email (infojapanstore@kawashima.shop). Kindly reorder after cancellation. Please note that we do not accept changes after the product is ready for shipping.

We have the limited-time coupon that will show up on our website (if available) and an exclusive coupon for our newsletter members. Subscribe to our newsletter now to get updates on promotions and coupons.

Please enter and apply the code at the "Discount code" box on the checkout page. The price calculation will automatically be changed after the valid coupon code is used. Coupon code cannot be combined with other discounts; please note beforehand.

Once the order enters the ‘Preparing to Ship’ status, you cannot modify the order. In this case, we will need to cancel your order before the ‘Preparing to Ship’ status. An order update email will be sent to notify customers regarding the order.

If you want to revise your order using the coupon code, please contact us before entering ‘Preparing to Ship’ status. Kindly place a new order once we have canceled your order using the coupon code available.

Please contact us about the desired product, quantity, and delivery date. We will check with the manufacturer regarding stock availability and reply as soon as possible.

If you are interested to order as our business partner, please contact our team from this page and send us the message using the email form available. (B2B may be eligible for special discounts, terms and conditions may apply)

We strive to provide our customers with the most convenient online shopping experience. We make every effort to ensure quality control, however if the product is defective or incorrect, kindly contact us by email within 7 days after receiving your order. Returns and exchanges of products are eligible under certain conditions. Click here for details on return and exchange

Yes! Kindly use our Japanese site here

We currently do not provide gift wrapping services.

If you are having trouble placing an order online, try refreshing the webpage or check your device.


B. Payment

The accepted payment methods are as follow:
1. Paypal
2. Credit card

Please note that customers are responsible for paying additional handling charges or transaction fee if applicable. More details here.

Once the order enters the ‘Preparing to Ship’ status, you cannot modify the order. In the case of an order cancellation, kindly email us (infojapanstore@kawashima.shop). An order update email will be sent to notify customers regarding the order. However, please note that we may not be able to meet the ‘Requested Delivery Date’.

Please let us know the name of the payer by email (infojapanstore@kawashima.shop) so that we can proceed to confirming the payment transfer.

If you encounter this issue, kindly reach out to your bank or online payment provider for a resolution. Other payment methods are also available. Please try other payment methods that are convenient for you.



C. Product & Stock

Please contact our team by email (infojapanstore@kawashima.shop) for the restock information. Due to the limited product stocks and different products’ arrival time, the details for product restock may differ. Please note that certain products may not be able to be restocked.

Please see the expiration label on the product packaging. Because the product is originated in Japan, the expiration date format will be YYYY/MM/DD. However, sometimes it could be written in the U.S format (MM/DD/YYYY).

Every shipment will have a new and fresh product. Please do not worry that the expedition time could affect the quality of the product.

We accept pre-orders only for products that have [Pre-Order] mentioned in the product title. We currently do not accept product reservations.

We currently do not accept these orders.

We do not own product catalogs at the moment.

We currently do not provide gift wrapping services.

No. We only operate through the online platform.


D. Questions By Product Type

We have compiled our original recipe for making Japanese Fermented Foods like Natto, Koji, Shio Koji, Amazake, Miso, Tempeh, etc. Download the PDF here.

Please store the hon mirin cool and dark place before and after opening the product, such as a cupboard or pantry.

Hon mirin shelf life is estimated to last for 1 year from the delivery date, opened or unopened.

Please keep it at a low temperature or in the refrigerator before and after opening.

There is a possibility that the fermentation is not going well so it gets a weak result. Please keep warm/ferment again for about 12 hours from the initial 24 hours and see the condition. Please also make sure that all equipment is clean before use to prevent the natto to get a weak result.

You will experience the typical natto smell when making natto at home, but once the homemade natto is refrigerated overnight after the fermentation, it will not have any unwanted smell and will enrich the flavor of natto. Please refer to this page for more info.

Please store in a refrigerator (cold and dark place) with a temperature lower than 15ºC, opened and unopened. The standard storage period is 6 months. Please seal the opened sachet with a ziplock or an airtight container and store it in the refrigerator. Immediate use is recommended.

Please keep it in a well-ventilated, cool, and dark place with a temperature of 30°C/86°F or less. Please put it in a sealed container to prevent insects from entering.

However, the quality and taste may gradually deteriorate after a few periods of opening the packaging. Therefore, we encourage you to purchase the amount according to the pace of your consumption.

Kawashimaya growing community is filled with people that have an interest in making Japanese fermented foods like koji. Refer to the page of How to Make Rice Koji.

Raw koji is rice koji in which the koji is still propagated in the rice. Meanwhile, dried koji is made by drying raw koji to remove moisture and improve storage stability.

Find the dried koji product here.

Once the brown rice and other ingredients (brown rice, salt, and azuki beans) are cooked, keep it warm at 72~74°C (162~165°F) for 3-4 days in a rice cooker. The result could vary depending on the ingredients used. Please refer to this page for more info.

We are discontinuing the fermenter machine sales right now. If you are interested in making fermented foods, we recommend buying the local fermenter machine product with a similar function in your country.


E. Shipping & Delivery

Kawashimaya mainly uses EMS and e-packet for the delivery of international orders. Therefore, the average time for shipment delivery is about 3-8 business days. Please refer to this page.

Products are shipped as soon as they are ready. However, depending on the products such as made-by-order products, it may take several days to ship. Please note that we do not ship on Saturdays, Sundays and Japanese holidays.

Once the order is shipped, we will notify customers via email on the EMS/e-packet tracking number. Please refer to the tracking number for updates on shipment whereabouts.

Update (as of April 2022): Due to the increased volume of orders and to keep safety measures for our employees during the Covid-19, you may experience shipments delay over typical delivery times. The slowdown is expected to take 10 business days. All orders will be processed in the order they are received. Please be patient as we work to get shipments out as quickly as possible, with everyone’s safety in mind. Tracking information for international packages may take 72 hours after fulfillment to display properly. We appreciate your kind understanding.

KAWASHIMAYA mainly uses EMS and e-packet for the delivery of international orders. Therefore, the average time for shipment delivery is about 3-8 business days. Please refer to this page.

In some circumstances, we may not meet your requested delivery time.

Currently, EMS has temporarily suspended the delivery to several countries (Updated April 2022). In this case, your country might not included in the available contries for shipment.

We will regularly update the information for Shipping and Delivery as the situation per country is still unknown. Please refer to this page.

KAWASHIMAYA only provides EMS or e-packet for the delivery company at the moment. Please note that we can change the delivery company without any prior notice in the case that the chosen service, for whatever reasons, is not available for the destination of the recipient.

Yes. Please refer to this page for international shipping fee.

If the name of the buyer and receiver are different, the "shipping form" will exclude the order amount in the delivery note. If you do not wish to receive a "delivery note", please fill in the remarks column at the time of purchase.

Yes. If you wish to receive an invoice, please notify it in the remark columns along with the "address" and "description". In addition, you can download the PDF version of the invoice by email when the shipment has been completed.

We have introduced SSL * 1 (electronic authentication system) and the communication is encrypted. * SSL (Secure Sockets Layer) is the encryption of information used as a means of maintaining the security of communications on the Internet.

No. We currently do not provide this service.


F. Returns, Exchanges, and Refunds

In the case of "faulty", "defective" and/or "wrong shipment", we would like to make it up to you! Please contact us by email (infojapanstore@kawashima.shop) within 7 days after the item arrives. The email should contain details of the issues and pictures of the item or screenshot that clearly capture the faulty or defective portion. This information will help us investigate and resolve the issue.

Customers may keep the faulty product. Please contact us by email (infojapanstore@kawashima.shop) within 7 days after the item arrives with a concise email containing details of the issues and clear pictures of the faulty or defective portion. Exchanges are under the discretion of Kawashimaya. If the exchange is approved, Kawashimaya will prepare the re-shipment of products. Delivery cost for re-shipment will be borne by Kawashimaya. Please note that we do not accept exchange requests without prior email confirmation or if the deadline has passed. Click here for details.

Please be informed that Kawashimaya is not liable for any loss, damages or delay arising directly or indirectly by the carrier during transportation. Shipping fees are non-refundable.

KAWASHIMAYA only supports refunds for rare circumstances, such as faulty and missing products caused directly or indirectly by our internal team. Therefore, if customers encounter issues that request a refund, kindly email us (infojapanstore@kawashima.shop) so that we can take the necessary steps to refund the order. Customers may keep the delivered product.

Refunds will be issued with the same method for the original payment. Refund receipt time may vary according to the respective credit card policy. Please contact your credit card provider for this matter.

If there are further questions, please make an inquiry to our customer support so that we may offer additional help.


G. Custom & Tax

When ordering from Kawashimaya, customers are responsible for assuring the product can be lawfully imported to the destination.

The recipient is the importer of record and must comply with all laws and regulations of the destination. Orders shipped outside of Japan may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient; Kawashimaya has no control over these charges, nor can Kawashimaya predict what they may be.

Customs policies vary widely; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

Note:
Customs offices in some countries or regions require the importer of record to provide a particular form of identification before releasing a shipment.


Yes. Please email us if you require any specific documents that KAWASHIMAYA can provide for customs clearance.


H. Account

The following informations will be available as the benefits by logging in to ‘My Account’ page:

・ Track order history
・ Store multiple shipping addresses
・ Customize My Wishlist
・ Checkout your order faster
・ Subscribe to our Email Newsletter for latest informations and coupons

Please contact us by email to change the registered email address.

Please contact us by email for any information change.

Be a part of our growing community! Get timely updates on new products, insightful article info, delicious recipes, exclusive promotions, Japanese fermented food tutorials, etc. Kawashimaya Email Newsletter is a free subscription and can be opt-out anytime.

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You can terminate your account by sending a request email to infojapanstore@kawashima.shop.

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If you want to stop receiving emails, click on the ‘unsubscribe’ button at the end of the email. Alternatively, contact us via email.

If you've forgotten your password, you can reset it through our password assistance process on our website by clicking on "Forgot your password?".
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