What payment methods do you accept?
We accept credit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, and PayPal. Bank transfer is available for customers within Japan.
Frequently Asked Questions (FAQ)
Last updated: January 5, 2026
Orders & Payments
Can I cancel my order?
You may cancel your order before it is prepared for shipment. Once shipping arrangements are completed, cancellations cannot be accepted, so please contact us as soon as possible.
Can I receive a receipt or invoice?
Yes. Please write "Receipt request" in the remarks field when ordering or contact us by email after purchase. Let us know if you need a specific billing name or description.
Shipping & Delivery
How long will delivery take?
Orders are usually shipped within 5 business days after confirmation. Please see our Shipping Policy for more details. You will receive an email with the tracking number once shipped.
How much is shipping?
Shipping fees vary based on destination and package weight. Add items to your cart and enter the delivery address to see the shipping cost before checkout.
Do you ship internationally?
Yes, we ship worldwide via EMS, FedEx, and DHL. Check our Shipping Policy for delivery estimates and fees.
Will customs duties be charged?
Depending on your country, customs duties, VAT/GST, and clearance fees may apply. These charges are the recipient's responsibility and are not included in the product or shipping price.
Can I choose a specific delivery date or time?
Domestic orders within Japan can request a preferred delivery date and time via the remarks field or by email after purchase. International shipments do not offer specific scheduling.
Products, Returns & Damages
My item arrived damaged. What should I do?
We sincerely apologize for the inconvenience. Please contact us within 7 days of delivery at support@matsuhisa-japan.com and include photos of the packaging and damaged item. We will advise you on the exchange or refund process after reviewing your case.
I want to return my order because it looks different from the photos.
We cannot accept returns or exchanges due to customer preference such as color or size differences. Please review product descriptions and images before ordering.
Are the products dishwasher or microwave safe?
It depends on the item. Each product page shows icons and details indicating dishwasher or microwave compatibility. Please confirm before purchasing.
How can I check product availability?
Stock status is displayed on every product page. Items marked "In Stock" are ready to ship immediately. Items labeled "Backorder" may take 2–3 weeks for dispatch.
Do you offer gift wrapping?
Currently we do not provide gift wrapping. To prevent damage during shipping, we focus on secure packaging that prioritizes safety.
Other Inquiries
If you have other questions or concerns, feel free to contact us.
Email: order@matsuhisa-japan.com
We usually reply within 2 business days.