FAQ FAQ

At Shobido main store, we accept inquiries by phone , email , inquiry form , chat, and official LINE . Please feel free to contact us.

• Problems with logging in and receiving emails
• Payment method/receipt/statement of delivery
• Delivery date/place
• Packaging/gift wrapping
• Changes, returns, and exchanges of order details
• About the product
• Shobido main store store/event information
• Large orders, corporations, wholesale sales, restaurants

Problems with logging in and receiving emails

Can't log in

To log in, you will need the email address and password you registered when you registered as a member. Please check that your email address and password are correct.
If you still have a problem, please contact the registrant yourself.

I forgot my registered email address and password

If you do not know the email address you registered when registering as a member, please contact us. Please be sure to contact the registrant yourself.
In order to protect your personal information and security, our system does not allow our staff to check your registered password.
We apologize for the inconvenience, but please reset your password from here .

I did not receive an email after ordering from the online shop/I did not receive an email newsletter.

If you do not receive an "Order Confirmation Email" from us, please check the following causes.
If you would like to check whether your order has been placed, please contact us and let us know your name, phone number, and email address at the time you placed your order.
Our staff will check the status of your order and contact you.

<Examples of reasons why you may not receive emails from our company>
- Emails sent from our company are automatically rejected by the spam filter function.
*Especially if your order was made using a carrier address (docomo, au, softbank), hotmail, icloud, etc., the email address you registered at the time of purchase is incorrect, or there is a problem with the reception at the time of transmission. In the receiving state/Insufficient space in the inbox

If you have specified a domain that can receive emails, please check your email reception settings and configure them so that you can receive [@shobido-honten.com].
The setting method differs depending on the email service you use, so please check with your mobile phone company or email service company.

I want to stop receiving email newsletters

If you wish to stop receiving the e-mail newsletter, please click (tap) "Unsubscribe" in the e-mail newsletter.
Alternatively, please use the contact form to inform us of your wish to unsubscribe and your email address.

Payment method/receipt/statement of delivery

For more information on payment methods, please also refer to " About Payment " in the shopping guide.

I want to know the payment methods available at online shops.

At our online shop, you can choose to pay by credit card, Amazon Pay, or deferred payment (convenience store, post office, bank, LINE Pay). Please check the shopping guide for details.
*To prevent unauthorized use, we do not offer cash on delivery service.

I would like to order using a method other than the online shop

We accept orders by phone or email.
In that case, please note that our shipping charges and shipping settings may differ from those in the online shop.

The deferred payment transfer form is not in my luggage.

The transfer form for deferred payment will be sent separately from the product by mail from Net Protections Co., Ltd. Once you receive the transfer form, please make the payment.

I would like you to issue a receipt.

If you would like a receipt, please indicate so in the notes section when ordering.

I want a statement of delivery included/I don't want it included

If the orderer and delivery address are the same, a delivery note including the charges will be included.
If the ordering address and delivery address are different, a delivery note will not be included.
If you have any requests for the delivery note that are different from those listed above, please enter them in the notes section when ordering.

Delivery date/place

For more information on shipping and shipping charges, please also check " About Shipping and Delivery ".
For some products, such as outlet items and sale items, for which the delivery date cannot be specified, this is stated on the product page.

I want to know how many days it will take to arrive at the earliest.

For urgent orders, please contact us by phone . We will ask you about your order details, the delivery area, and inform you of the earliest possible delivery date.

At our company, you can specify the arrival date from 6 days after the order date, but if you do not specify the arrival date, the product will be shipped within 3 business days (weekdays excluding Saturdays, Sundays, and holidays) from the order date. . The required number of days from our company in Saga Prefecture to the delivery destination varies depending on the area.

Delivery may not take place within the usual number of days due to weather or other factors, so please place your order well in advance if you have a specific date for delivery.

I want to check whether I will be on time for the specified date.

For urgent orders, please contact us by phone . We will ask you about the details of your order, the delivery area, and let you know if it can be delivered by the specified date.
Delivery may not take place within the usual number of days due to weather or other factors, so please place your order well in advance if you have a specific date for delivery.

I want to check where the product is now

Once we have shipped the product, we will send you an email notifying you that the product has been shipped. The Yamato Transport tracking number is included in the email, so please check it.

I want it delivered to multiple locations

You can only specify one delivery address per order. If you wish to have your order delivered to multiple locations, please place separate orders for each address.

I want to order from overseas

Delivery destinations are limited to Japan.
If you are placing an order from overseas, please use the Buyee Connect service.
This is a service where Buyee Connect purchases our products on your behalf and forwards them to you.

I want it delivered overseas

Delivery destination is limited to Japan.
If you wish to have the product delivered overseas, please pick up the product in Japan, then bring it to the company that handles overseas transportation to complete the procedures yourself.
If you indicate in the notes section when ordering that your item will be shipped overseas, we will package it securely for overseas shipping.

*We are not responsible for damage during overseas transportation. Please consider the insurance etc. of the company you request for overseas transportation.

Packaging/gift wrapping

Please also check out our Gifts page for more information on gift wrapping and how to order.
For some products, such as outlet items and sale items, that cannot be gift wrapped, we will indicate this on the product page.

I want to know if the product will arrive in a box.

If you are ordering for home use (gift wrapping is not specified), the item will not be placed in a box, but will be strongly packed with cushioning material such as Miramat air packing, and delivered in our company's special cardboard box. I will do it.
If you would like a storage box, please enter it in the notes section when ordering. If a compatible box is available, the product will be delivered in a box. (free)

*Depending on the product or order unit, storage boxes may not be available.

I want to know what kind of box/wrapping paper it will be packaged in.

Depending on the product, we will prepare wooden boxes, decorative boxes (paper boxes), and other special boxes, and wrap them in Shobido Main Store's wrapping paper (free of charge).



<Notes on gift wrapping>

・Since the type of box that corresponds to the product is fixed, you cannot choose the material of the box.

・It is also possible to combine multiple products into a box. If it is difficult to fit the items in one box, we may prepare separate boxes, but we will consult with you in advance.

・Depending on the unit of product ordered, we may prepare a larger box for the product, or we may send it as a gift without putting it in a box.
Example) When gift-wrapping one small item such as a chopstick rest or a small plate.

・Ribbon hanging is not supported.

I would like to have a carry bag included

If you specify gift wrapping, we will deliver a free carrying bag from Shobido Main Store that matches the size of the item with the item.

I want you to attach noshi paper.

Compatible with various Noshi paper (free of charge). If you are unsure about the type of noshi paper or the cover, please feel free to contact us.
For more information on the types and uses of Noshi paper, please see " About Noshi ".
Basically, we prepare items with inner noshi (wrapping noshi paper on top of the box and wrapping the top with wrapping paper), but if you prefer outer noshi (wrapping noshi paper on top of the wrapping paper). If so, please enter that in the notes section when ordering.

I would like to discuss souvenirs and gifts.

We have received many gifts such as gifts and family gifts. We can also help you with product selection, so please feel free to contact us.
It may take some time to wrap large quantities of gifts, so we would appreciate it if you could contact us as soon as possible.
Please let us know your dates, budget, and desired items.

Changes, returns, and exchanges of order details

For more information on product returns and exchanges, please also check " About Exchanges and Returns ".
For returns and exchanges, please contact us within 7 days of receiving the item.Please check the item as soon as possible after receiving it. Also, only if unused.
For some products that cannot be returned or exchanged, such as outlet items or sale items, we will state this on the product page.

I want to cancel my order

You can cancel your order before it ships. Please contact us and let us know the "order number" from your order confirmation email and the name you used when ordering.
If the item has been shipped, you will be responsible for paying the shipping costs for returning it to us.

I want to change order details such as payment method and products

If you wish to change the details of your order, please contact us and let us know the "order number" from your order confirmation email and the name you used when ordering. If the product has not yet been shipped, we will ask you to cancel your order and redo the order process again.

I would like to combine multiple orders.

We do not combine multiple orders. We ask that you cancel your order and then go through the order process again. Please contact us and let us know the "order number" from your order confirmation email and the name you used when ordering.
We are unable to respond after the product has been shipped.

The product arrived damaged

I am very sorry. We will check the damage and promptly arrange for a replacement item to be delivered. (Limited to within 7 days of arrival and if unused)
We apologize for the inconvenience, but please send us an image of the damaged product along with your order number, name you used when ordering, and phone number. If you have difficulty sending product images, please let us know the situation over the phone.
If you received the item as a gift, please let us know the sender's name.
The shipping company may collect the damaged item, so please do not throw away the damaged item or the cardboard box in which it was delivered. Please be careful not to get injured due to damaged items.

The product I received was defective/different from the product I ordered.

I am very sorry. We will check the defective parts and product errors, and promptly arrange for a replacement item to be delivered. (Limited to within 7 days of arrival and if unused)
We apologize for the inconvenience, but please send us an image of the product along with your order number, name at the time of ordering, and phone number. If you have difficulty sending product images, please let us know the situation over the phone.
If you received the item as a gift, please let us know the sender's name.
After contacting us, we will send the item back to you with cash on delivery. Once we receive the item, we will send you a replacement item. If a substitute item is not available, we will refund your money.

I want to return the product

If the return is due to the customer's convenience, such as an incorrect order or a different image, the customer will be responsible for the return shipping costs. We will refund your money once we receive the product. (Limited to within 7 days of arrival and if unused)

About the product

The item I want is out of stock/I want to know when it will be restocked

Even if the products listed in the online shop are currently sold out, they will be restocked in the future. If you register for "Restock Notification", we will notify you by email when the item is back in stock.
We may not be able to give you an accurate answer as the restocking time depends on the manufacturing status of the pottery, but if you would like to know when an individual product will be restocked, please contact us.

The quantity of the product is not enough

We share inventory with stores, so we may have some available. Please feel free to contact us. However, please note that there is a possibility that other customers may purchase the product during that time.

I can't find the product I'm looking for in the online shop

There may be items in stock that are not listed in the online shop, such as discontinued items. If you have an image of the product you are looking for, please contact us with the size.

I want to research the pottery source, research prices, and sell products I have purchased or received in the past.

We are unable to conduct research on products that we do not currently handle (pottery source, sales price, appraisal, etc.). Furthermore, we do not purchase products or introduce purchasing companies.

I would like you to repair the product or do kintsugi.

We do not repair products, inherit money, or introduce specialized companies. Damage may worsen during round-trip transportation, so we ask that you find a specialist company near you.

I want to check how to handle the product

Please check the product page for each product for instructions on how to use it in the microwave and dishwasher.
Also, please see " Care and Handling Instructions " for details on handling methods.

I want to know the inspection standards

Each of our products is handmade by craftsmen. Therefore, there may be individual differences in size, shape, weight, color, pattern, etc. There are also differences depending on the manufacturing date.
Items that are caused by factors that cannot be prevented by craftsmen's skill, such as paint skipping, iron content in the fabric appearing, or small holes like those made by a needle, and which we judge will not significantly affect the appearance of the product, may not be used. If there is no problem with the distortion, etc., we will judge the product to be of good quality and deliver it to you.
We appreciate your understanding as we manufacture pottery using limited resources.
We deliver products that have been thoroughly inspected, but if you have any concerns, please contact us.

I want to know about outlet products

Outlet products sold by our company may have noticeable visual defects such as paint skipping, iron content in the fabric appearing, needle-like holes, scratches on the surface, distortions, and different specifications, but they may not be used properly. This is a product that is sold as something that is safe to consume.
Because each item has a different defect, we would like you to see the actual item, so we only sell it in stores, but we may also sell it at online shops at events.
Normally, it is not sold at the online shop.

I would like to consult with you on choosing a gift.

Please feel free to contact us. We will help you choose the product according to your needs and budget. Please see the " Gifts " page for products recommended as gifts.

I want to know about “Kisen”

“Kisen” is the name of the original brand of our Shobido main store. Although we are a local trading company and not a pottery manufacturer, we manufacture unique products in cooperation with local potteries.
For more information on the origin and series of Kisen, please see " About Kisen ".

I want to know the difference between Arita ware, Imari ware, and Hasami ware

This area of ​​Arita Town, Imari City, Takeo City, Saga Prefecture, Yoshida District of Ureshino City, neighboring Hasami Town of Nagasaki Prefecture, and Mikawauchi District of Sasebo City has developed its own history and culture as the ``Hizen Ceramic Area''. . Both production areas use Amakusa pottery stone from Kumamoto Prefecture as raw material and produce porcelain using basically the same method, but there are differences in their specialized techniques and production systems.
Generally, porcelain is differentiated into ``Arita ware,'' ``Imari ware,'' ``Hasami ware,'' etc. depending on the location of the kiln where it is manufactured, but porcelain manufactured in Saga prefecture, mainly in Arita town, is collectively known as ``Arita ware.'' There are many cases. During the Edo period, porcelain from the Hizen ceramic region, including Arita ware, had a history of being called ``Imari ware'' because it was shipped from Imari Port.
Shobido main store's original brand ``Kisen'' is manufactured not only in Arita Town but also by local potteries in the Hizen Ceramic Area. The location of the manufacturing kiln is listed on each product page.

I want to know what “Ko-Imari” is.

"Ko-Imari" refers to Arita ware made during the Edo period. In addition, some of the design characteristics of Arita ware from the Edo period are called the "Old Imari style," and as one of the three major styles of Arita ware, many of its elements are incorporated into modern vessels.
Some of our products are named ``Ko-Imari,'' but these are not old pottery, but are incorporated into the design as a style.

I want to check whether the shape and pattern of the vessel have the correct purpose.

Please feel free to contact us if you have any questions such as "What should I use it for?" or "Is it strange to use it in this way?"
Although the shape, pattern, and seasonality of Japanese tableware have their origins, we believe that the most important thing is for you to enjoy using your favorite tableware in your daily life. Therefore, we recommend that you use it freely according to your own ideas without being bound by anything.
On the other hand, some people may be concerned about this, such as when receiving guests or gifts, so please contact us if this is the case.

I want to know if it's hand-painted

Our products come in a variety of techniques, including hand-painted products, products using transfer technology, and products using both hand-painting and transfer technology.
Please contact us if you would like to check the techniques we use for each product.
In order to "pass on the traditional patterns of Arita ware to future generations," our company places emphasis on having traditional patterned vessels in the hands of as many customers as possible and being able to manufacture the same products decades later, using transfer technology. There are many products used. The mixing, printing, and pasting of the paint on the transfer paper is done by hand one by one by our craftsmen, and we are proud to deliver our products to you.

Shobido main store store/event information

I want to know the locations and stores of directly managed stores.

There are two directly managed stores in Arita Town, Saga Prefecture.
Please check " Store Information " for details such as address and business hours.

I want to know the difference between Nakanohara store and Arita Sera store.

Both are located in Arita Town, approximately 10 minutes by car. The selling price at both stores is the same. (There may be some differences depending on the condition of the product, etc.)

The Nakanohara store is located in the Uchiyama district of Arita Town, which is lined with traditional buildings. The Nakanohara store itself is a traditional building that is approximately 190 years old. The store mainly sells outlet products, so if you are looking for a gift, we may not be able to accommodate you. Additionally, we are closed irregularly on weekdays, so if you would like to visit our Nakanohara store, please contact us in advance.
Approximately 5 cars can be parked in the adjacent parking lot.

The Arita Sera store is located in the Arita Sera shopping area, which has 22 pottery specialty stores, restaurants, and cafes. Our store is directly connected to our head office and warehouse, so we have a large inventory and can also accept gifts. Arita Sera has 800 free parking spaces.

We have two stores with different tastes, so we hope you will be able to visit both of them.
Please check " Store Information " for details such as address and business hours.

I want to know about stores that sell Kisen products.

Kiisen products are available at department stores and specialty stores, but the products available vary widely. If you let us know which product you would like to see in person, we will direct you to a store near you.

About items purchased at the store

If you have any inquiries regarding items purchased at a store, please send us an image of your receipt or have your receipt ready when you call us.
If you do not have the receipt, we may not be able to respond to your request.
We only accept inquiries regarding purchases at our directly managed stores. For products purchased outside of a directly managed store, please contact the store where you purchased the product.

I would like to receive event information

Our event information is posted on our online shop's blog , email newsletter, official LINE , and various SNS ( Instagram , Facebook , X ). We would appreciate it if you could register for one of them.

*We do not provide information via postcards or letters.

About Arita Pottery City

The Arita Pottery Market is held every year from April 29th to May 5th, and over 1 million people visit over the 7 days. At our two stores in Arita Town, we have special deals and special offers exclusive to Arita Pottery City.
For more information on how to get around and access Arita Pottery City, please see this blog .

About Autumn Arita Ceramics Festival/Chawan Festival

The Autumn Arita Ceramics Festival (also known as the Chawan Festival at Arita Sera) is held around November 23rd every year. This event is different from the spring Arita Pottery Fair, and allows you to take a leisurely stroll. We are offering limited time deals and plans at our two stores in Arita Town.

Large orders, corporations, wholesale sales, restaurants

I would like to discuss large orders such as souvenirs and gifts.

At our company, we have received many gifts such as gifts for anniversaries and awards of decorations. We can also help you with product selection, so please feel free to contact us.
Manufacturing large quantities of products and gift wrapping may take some time, so we would appreciate it if you could contact us as soon as possible.
Please let us know your dates, budget, and desired items.

I would like to inquire about original name engravings, wooden boxes, and wooden tags.

We will ask you what you want and give you a quote. It will take approximately 1 to 2 weeks for production, so we would appreciate it if you could contact us with plenty of time for delivery.

I would like to discuss wholesale sales.

Our wholesale sales representative will contact you.
Please let us know your company name, the name of the person in charge, contact information, and your company's website if you have one, by email or through the inquiry form .

I would like to discuss purchasing products for restaurants.

Our representative will contact you. Please let us know your company name, the name of the person in charge, contact information, and your company's website if you have one, by email or through the inquiry form . We have other products that we can offer other than those listed in our online shop.

I would like to consult about custom-made (OEM) manufacturing.

Taking advantage of our partnerships with many local potteries, we select techniques and potteries that can achieve your desired specifications. Additionally, we can handle everything from inspection to arranging boxes.
First, the person in charge will listen to your desired specifications, etc., so please send us your company name, the name of the person in charge, contact information, and your company's website if you have one by email or via the inquiry form. please let me know.

I would like you to send me a catalog

We will send you the product list by email or post. Please let us know your company name, the name of the person in charge, contact information, and your company's website if you have one, by email or through the inquiry form .