FAQ

Orders & Shipping

Where do you ship to?

We’re based in Australia and primarily ship nationwide. We also offer international shipping to selected countries — you can check available options at checkout.

How much is shipping?

  • Australia: Standard shipping is AUD $10. Orders over AUD $100 qualify for free standard shipping.
  • International: Shipping starts from AUD $20, with final rates based on your destination and order weight. All available shipping options and costs will be displayed at checkout.

How long will my order take to arrive?

  • Within Australia: 3–7 business days.
  • International orders: Delivery times vary by location — typically between 7–21 business days.

Can I track my order?

Yes — once your order has been dispatched, you’ll receive a confirmation email with your tracking details.

Will I have to pay taxes or duties on international orders?

International orders may be subject to customs fees, import taxes, or duties when they arrive in your country. These charges are set by your local government and are the responsibility of the customer. We recommend checking with your local customs office for more information before placing your order.

Products & Stock

Are your products handmade?

Many of our pieces are handcrafted by artisans in Japan, while others are thoughtfully sourced from trusted Japanese makers and suppliers.

Will you restock sold-out items?

We aim to restock popular products, but as many are artisan-made in small batches, some pieces may be limited editions. You can sign up for restock alerts on product pages or join our mailing list to stay updated.

How do I care for my ceramics?

Most of our ceramics are safe to use in the dishwasher and microwave. However, to maintain their beauty and craftsmanship for as long as possible, we recommend handwashing them with a mild detergent and avoiding sudden temperature changes. For more detailed care instructions, please refer to the product page for each item.

Payments & Returns

What payment methods do you accept?

We accept all major credit and debit cards, PayPal, Apple Pay, and Google Pay.

Can I return or exchange an item?

Yes — if you’re not completely happy with your purchase, you can return it within 14 days of delivery for a refund or exchange. Items must be unused, in their original condition, and in their original packaging.

Please note: Return shipping costs are the responsibility of the customer so please choose carefully. We cannot offer free returns at this time. Therefore you will be responsible for the shipping charges associated with sending the item(s) back to us. Shipping fees are not eligible for a refund. For full details, visit our Returns & Rufund page.

What if my item arrives damaged?

We carefully pack every order to make sure your items arrive safely. However, if the item does arrive damaged, please get in touch with us at hello@toranekoshoten.com within 48 hours of receiving your delivery. Be sure to include photos that clearly show the damage, along with your order number.

Please note, we are unable to accept claims for items that have been used. Once we review and approve your claim, we will issue either a refund or an exchange for the damaged item.

Can I cancel the order?

If your order hasn't been shipped yet, you are welcome to cancel the order. However, once it is on its way, we are unable to make any changes or cancellations.

I received my order but an item is missing or I was sent the wrong product — what should I do?

If the item you ordered is missing or if you received the wrong item, please contact us at hello@toranekoshoten.com. Make sure to include your order number and a photo of the received item, and we’ll resolve the issue as quickly as possible.

Contact & Support

How can I get in touch?

If you have any questions, you can reach us anytime via email at hello@toranekoshoten.com. We typically reply within 1–2 business days.

Who is Gigi the cat?

Gigi is our beloved kanban neko (shop cat) and the real boss of Toraneko Shoten! He’s a fluffy ginger cat who takes his job very seriously, personally inspecting every new arrival that comes through the door. Nothing makes it onto our shelves without passing Gigi’s quality check.
You might spot him on our Instagram from time to time too — he loves the spotlight almost as much as he loves boxes.