FAQ
Please Be Sure to Read This Before Contacting Us
About Orders / Payment
Customers using WorldShopping, please check this page.
For Customers Residing in Japan
There may be an error in the email address you entered, or if you're using a free email service, the confirmation may have been filtered into your spam folder. Additionally, if you're using an email address from a mobile carrier, it may have been blocked due to domain restrictions. Please log in to My Page to confirm your order.
Customers using WorldShopping, please check this page.
For Customers Residing in Japan
Yes, changes are possible after your order is complete, as long as it hasn't shipped yet. Please contact us via the Contact Form to request the change, and you will need to redo the purchase process from the beginning.
Customers residing outside Japan should contact World Shopping directly.
Customers using WorldShopping, please check this page.
For Customers Residing in Japan
We generally do not accept cancellations. If you've made an ordering mistake or need to make a change, please contact us via the Contact Form.
Customers using WorldShopping, please check this page.
For Customers Residing in Japan
Currently, we accept credit card payment, PayPay, and cash on delivery.
Customers using WorldShopping, please check this page.
For Customers Residing in Japan
Yes, this is possible. After contacting us via the Contact Form to cancel your order, please place a new order.
Customers using WorldShopping, please check this page.
For Customers Residing in Japan
Yes, this is possible after your order is complete, as long as it hasn't shipped yet. Please contact us via the Contact Form to cancel the order first, and then place your purchase again from the beginning.
Customers using WorldShopping, please check this page.
For Customers Residing in Japan
How you receive your receipt depends on your payment method. If you selected cash on delivery, part of the shipping label serves as your receipt, with the recipient's name listed as the addressee. Please understand this in advance.
If you paid by credit card or another payment method, please provide the following information via the Contact Form. We will mail the receipt to the address of the person who placed the order.
1. Order Number
2. Orderer's Name
3. Receipt Recipient Name & Description (for tax purposes)
The following answer applies to customers residing within Japan.
Cash-on-Delivery Fee
The fee is based on your total purchase amount (tax included), as follows:
Total up to ¥9,999
【COD Fee: ¥330 (tax included)】
Total ¥10,000 to ¥29,999
【COD Fee: ¥440 (tax included)】
Total ¥30,000 to ¥99,999
【COD Fee: ¥660 (tax included)】
Total ¥100,000 to ¥299,999
【COD Fee: ¥1,100 (tax included)】
※Please add the above COD fee to your total and pay the delivery person accordingly.
※The total amount shown on the cart page does not include this COD fee. Please keep this in mind when making payment.
Customers using WorldShopping, please check this page.
For Customers Residing in Japan
For details, please refer to our Refund Policy.
About Shipping
Customers using WorldShopping, please check this page.
For Customers Residing in Japan
If you'd like to specify a delivery date, please select your preferred delivery date on the shopping cart page before proceeding to checkout.
For more details, please refer to our Shipping Policy.
About Gifts
You can choose from KOTOSHINA's proposed gift sets.
Each gift set comes with one paper carrier bag included.
※Products that include this are labeled "(Paper Carrier Bag Included)" in the product name.
※If you don't need the bag, please note this in the remarks field on the cart page at checkout.
For tea in boxed packaging or wrapped in furoshiki, we can add a free noshi (formal gift wrapping paper) only for customers who request it in the remarks field on the cart page at checkout.
If you'd like this, please be sure to include the following in the remarks field during checkout: 【Noshi Inscription】【Name】【Uchi-noshi (inner) / Soto-noshi (outer)】
【Example: "Wedding Congratulations / Taro Yamada / Soto-noshi requested"】
※If requesting noshi for an "Uchiiwai" (celebratory return gift), please be sure to specify either "musubikiri" or "chōmusubi" knot style.
※To prevent tearing or soiling during shipping, we will default to Uchi-noshi (inner) unless otherwise specified. Customers who prefer Soto-noshi (outer) should note "Soto-noshi requested" in the remarks field when ordering.
For Customers Residing in Japan
Yes, this is possible. We can ship directly to the specified address during checkout.
About Coupons
Customers using WorldShopping, please check this page.
For Customers Residing in Japan
・About the Membership Registration Bonus Coupon
When you register as a member and sign up for our email newsletter, you'll receive a 500-yen-off coupon valid on all products.
※Valid for one-time use on purchases of ¥5,500 (tax included) or more.
※Cannot be combined with other coupons.
The coupon will be delivered to you via your membership registration confirmation email.
・About the Birthday Coupon
By signing up for our email newsletter and registering your date of birth during member registration, you'll receive a 500-yen-off coupon valid on all products during your birthday month.
The coupon is valid for 3 months from your birthday month.
※Valid for one-time use on purchases of ¥5,500 (tax included) or more.
※Cannot be combined with other coupons.
・About Membership Rank Coupons
By registering as a member and signing up for our email newsletter, you'll receive coupons usable on purchases each time you reach certain cumulative purchase amounts.
Membership rank is calculated based on your total purchase amount (tax included) from March 1st through the end of February each year, and updated accordingly.
※Totals are calculated at the end of each month, with coupons distributed between the 5th and 10th of the following month.
※The annual cumulative purchase period runs from March through the end of February. Membership rank resets at the end of February each year, returning to Regular Member status starting March 1st.
※Coupons are valid from March 1st through May 31st each year (valid for 1 year and 3 months).
※Valid for one-time use on purchases of ¥5,500 (tax included) or more.
※Cannot be combined with other coupons.
Other Questions
Q: I've forgotten my email address and can't log in.
A: Please contact us via Contact Us.
Q: I've lost my password. Can I get a new one issued?
A: You can reset your password from "Forgot Your Password?" on the Login Page.
Q: Can I change my password?
A: You can change your password from "Forgot Your Password?" on the Login Page.
Q: Do you offer B2B sales (wholesale)?
A: For inquiries about B2B sales, please contact BAL Co., Ltd. 【075-223-0515】.
Q: How can I contact you?
A: info@kotoshina-shop.jp or BAL Co., Ltd. 【075-223-0515】
If your issue is not resolved by the above, please contact us here.