FAQs

Orders

Q: Can I order an “out of stock” item? 

A: We restock items depending on the popularity and availability. If you want to get notified when a product is back in stock, please leave your contact at Contact Us page. We will notify you via email once it is available.

※ Each product is different when it comes to restocking time.

※ If an item is shown as “out of production”, we will not restock it anymore, for which we kindly ask for your understanding.

Q: I have not received my order confirmation email. What can I do? 

A: Typically, you will receive an order confirmation email by the following business day after placing your order. And if you contact us via the form here, we will reply within 2 business days.

However, if you have not received any replies within the time frame, please refer to the section ① and section ② listed below.

If neither can solve the problem, please Click here to contact us or reach out via phone.

TEL: 0157-52-3170 (OKECRAFT Center)

Opening hours: 10 am – 6 pm

Closures: every Wednesday; except for National holidays on Wednesday, in which case the center and the shop are open.

① Users of free email services such as Gmail, Yahoo! Mail, Outlook, etc.

Sometimes emails might not be in your inbox if they were accidentally deleted, or incorrectly marked as spam. Our email will come from addresses that end with either “@okecraft.shop” or “@okecraft.or.jp”; thus, please make sure that your email settings enable you to receive emails from these email domains.

Here are some solutions provided by popular email service providers:

Gmail → Gmail messages are missing

Yahoo! Mail → Emails are not received in Yahoo Mail

Outlook → I didn't receive an email someone sent to my Outlook.com account

For users of other email services, please check the home page of your service provider.

② Users sign up via email addresses provided by Japan mobile carriers

If domain-specific reception is set up, emails might be blocked automatically by your mobile carrier. Please make sure that your settings allow you to receive emails from email domain “@okecraft.shop”, or “@okecraft.or.jp”.

If it still doesn’t work, please reach out to us via telephone.

Q: Tell me something about wood grain patterns.

A: Every wood has a unique pattern, and the wood tone also has a subtle distinction. Even if it is the same kind of tree, the places it grew and other conditions make the wood grain differs from one another.

Thus, images may differ from the actual product. We appreciate your understanding regarding this matter.

Q: The product is not fit for purpose. Can I have a return or make an exchange?

A: Return/Exchange of non-defective or undamaged products is possible. However, please note that customers are responsible for the shipping fees.

Please contact us within 7 days beginning on the day you receive products, otherwise we will not be able to process returns/exchanges.

Delivery

Q: How much will shipping cost me?

A: Please refer to the section “Shipping fees” for details.

(For packages delivered to island areas other than Okinawa Prefecture, we will provide a different cost estimate.)

If you wish to deliver to multiple addresses, please place your order separately.

Q: How long will my order take to arrive?

A: If the product is in stock, the delivery will take place within 3 business days once the order is placed. You will receive a delivery reminder via email when we are ready to deliver your order.

The estimated delivery date:

Hokkaido- the day after ship date

The Tokyo Megalopolis Region- 2 days after ship date

Westward of Kansai region- 3 days after ship date

※ Delivery time depends on your delivery address, when you complete the payment, the traffics, and the weather.

Q: Can I choose shipping company myself?

A: No. Your order will be shipped with Sagawa Express if your shipping destination is in Hokkaido or Honshu; packages to Okinawa Prefecture or island areas will be delivered via Yu-Pack parcel service from Japan Post.

Gift Wrapping

Q: Do you offer gift wrapping?

A: Yes. We offer free gift-wrapping service!

For more information please click here.

A special handling fee applies for purchase in large quantities such as party favors, for which we kindly ask for your understanding. 

Product Care

Q: How do I care for my products?

A: Please refer to the following section “Product care”.

We take pride in providing our customers with high quality products that only require minimal care; however, since OKECRAFT products are made of wood, we recommend caring for your products regularly to ensure the durability.