Frequently Asked Questions

1. Where do you ship from?

Everything ships from Japan. Most items leave our warehouse in Japan directly; some books may ship from a Japan-based fulfillment center. Either way, it's genuine and comes straight from Japan.

2. Which countries do you ship to?

We currently ship to the United Kingdom, the European Union, Australia, and Canada. We're adding more countries over time. We do not ship within Japan.

3. How much is shipping?

Shipping is included in the price you see. There's no separate shipping charge at checkout.

4. How long will delivery take?

Typically 5–10 business days to the UK and 6–13 business days to the EU, Australia, and Canada, including the time to prepare your order in Japan. Customs and peak seasons can add a few days.

5. Will I have to pay customs or import duties?

It depends on your country. For the UK and EU, all duties and taxes are already included in your price — nothing to pay on delivery. For Australia and Canada, local import charges may be collected when your parcel arrives. We always tell you which applies before you pay. See our Customs & Import Duties page.

6. Is the price I see the final price?

For the UK and EU, yes — it includes shipping and all import taxes. For Australia and Canada, the price includes the product and shipping; local import charges (if any) are collected by your carrier on delivery.

7. Can I track my order?

Yes. Every order is fully tracked. We email you a tracking number and link as soon as your parcel leaves Japan.

8. Are your products authentic?

Always. We source everything in Japan and ship it directly. No grey-market imports, no fakes, no expired stock.

9. Is the food fresh? What about expiry dates?

We only sell shelf-stable food and snacks with comfortable expiry dates and ship them quickly from Japan. We don't ship chilled or short-life fresh items across borders.

10. What does “one of a kind” mean?

It means there is exactly one. The photo is the actual item you'll receive, and we cannot restock it. Once it sells, it's gone for good.

11. Can I return something?

Yes — within 14 days of delivery. Damaged, faulty, or incorrect items are refunded or replaced at no cost to you. Change-of-mind returns are accepted for unused items (you cover the return postage). Food, pierced jewellery, and one-of-a-kind items can't be returned for change of mind. See Returns & Refunds.

12. My item arrived damaged. What do I do?

Keep the packaging, take photos, and email us within 14 days at support@amanogawa.cloud. We'll arrange a replacement or full refund — no return postage needed for damaged goods.

13. Can I change or cancel my order?

We dispatch quickly, so contact us as soon as possible. We can cancel or amend an order only before it ships from Japan.

14. What currency will I be charged in?

You'll see and pay in your local currency (GBP, EUR, AUD, or CAD) at checkout. Your card is charged in that currency.

15. How do I contact you?

Email support@amanogawa.cloud. We reply within 1 business day, Monday–Friday, Japan time (JST). We're a Japan-based team, so there may be a time-zone delay — but we always get back to you.