FAQ

We have gathered questions which we have frequently been asked by our customers. If there is anything you want to know more, please feel free to contact us!


Do you ship to my country?

We ship worldwide. If you couldn’t see your country in the dropdown menu of available countries, don’t give up, and would you please contact us?

Do you recommend or look for a pot that suits my tree?

We very much welcome such a request from you. Please let us know the image, shape, color, dimensions of the pot you want. If you don’t mind, please tell us the purpose (eg. for an exhibition), we will gladly recommend 3 pots from our stock or potter’s warehouse in Tokoname. It would be helpful if you sent us the photo of your tree as well.

Do you have large bonsai pots?

We can offer large bonsai pots, unglazed pots are also available. Probably you didn’t see any photos of these pots in our online store. Sorry, we don’t have enough time to add the photos in the store. Please feel free to contact us.

Do you have mailing list to allow us to stay informed when you have new pots available?

We are sorry, but we don’t have a mailing list at present. We will post photos of new arrivals on our facebook page or on Instagram. Please check them out as follows.

Can you sell your products wholesale to us?

If you are a business entity, we can sell you our pots wholesale.
Please contact us, and we will be happy to discuss our terms and conditions.

Can I order a custom made pot?

We now accept orders for custom made pots. Shuuhou pots are available to order right now by following the steps below.
Step 1
Choose the photo of the base pot on our online store or “Tokoname Shuuhou facebook page.”

Step 2
If you want to change the glaze color, show us the color what you want with photos on our store or “Tokoname Shuuhou facebook page.”

Step 3
We will send you a quote(estimate sheet), and will also tell you the production period for the pot. Usually it will take 1~2 months.

Step 4
Confirm the total amount and the production period, and we will then send you a bill.

Step 5
We will inform you on the progress of your made-to-order bonsai pot. We will periodically send you photos, and ship it to you when completed.

Please note
Every single pot we offer is handmade by the Tokoname potters. As you know, no one can exactly replicate handmade pottery. Furthermore, beautiful ceramic work is often created by chance, so please understand that we can’t promise to make the pot exactly as you expect.


If there is anything you want to know, please contact us here!


Shipping & Payment


How should I pay?

YUKIMONO accepts Paypal payments.
Even if you don't have a Paypal account, you can pay on Paypal with your credit card. You don't need the registration on Paypal. All major credit cards can be processed through PayPal.


Where has my order sent from?

All merchandise will be shipped from Tokyo or Tokoname, Japan directly.


When should my order arrive?

The merchandise which have been ordered will be shipped within 1~3 days except Saturday, Sunday and Holidays unless otherwise specified. All merchandise wrapped very carefully and securely will be shipped through EMS or e-packet by Japan Post office. However they can be shipped differently as required by the destination countries. Under the ordinary condition, international shipping will take approximately from two weeks to maximum of four weeks depending on the destinations.

For example
1~2weeks USA, Canada, East Asia, Australia
2~3weeks Europe, Asia
3~4weeks Brazil, South-Africa, Russia, other countries

Shipment’s tracking service is provided by Japan post office. We will send “trucking number” to customers.


How about duty and tax?

The terms of sale is DDU "duties and taxes unpaid". The price shown does not include such items as VAT, import duty, tax and other unpredictable charges against middleman and agents. In case of these unexpected charge needed in the due course, these charges should be paid by the customers. For more information regarding your country's custom policies, please contact your local customs office or its agents.


Can I return or Exchange?

We will exchange the products if damage and trouble caused solely by us and if the wrong product is being sent in international transactions. However in case of the same kind of products are out of stock, they will be refunded by the below procedure.

*Notify us of the damage with detailed and reasonable explanation within 30 days after delivery.
*Use the enclosed packing slip and return form, when returning damaged products


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