Frequently Asked Questions

Here you’ll find FAQs about everything from shipping and returns to payments and cancellations. If you need direct support or urgent assistance, please use the Contact forms.

Payment & Discounts

My discount code isn’t working

If your discount code isn't working, please check the following:

❖ Has the code expired?

❖ Are there extra spaces or typos when entering it?

❖ Is the code being used with excluded items (some codes do not apply to pre-orders or specific products)?

❖ Some codes cannot be combined with other discounts.

❖ If you're still having trouble, feel free to contact our support team.

I forgot to use my discount code. Can I still apply it?

Unfortunately, we cannot apply discount codes after an order is completed. 

However, if your order hasn't shipped yet, we may be able to help. Alternatively, we may offer a new discount code for future use.

I didn’t get an order confirmation email.

When your order is completed, a confirmation email is automatically sent to the email address you provided. This email includes your order number (starting with #) and a link to view your order status.

If you haven’t received the email, please check:

❖ Whether there was a typo in your email address

❖ If the email is in your spam or promotions folder

❖ Whether your payment went through (please check your card or PayPal statement)

If you're still unsure, feel free to reach out through our contact form.

I placed an order, but I have no details.

Your order confirmation email includes a "View your order" link. By clicking it, you can check your order details, shipping status, and payment confirmation.

What payment methods do you accept?

We accept the following payment methods:
Visa, MasterCard, American Express (AMEX), Discover, Diners Club, JCB, PayPal, Shop Pay, Google Pay, and Apple Pay.

Our website uses SSL encryption technology to protect your personal information and ensure secure transactions.

Shipping

How much does shipping cost?

We ship worldwide via FedEx, DHL, or EMS.

❖ Within Japan: Free shipping on orders over ¥20,000

❖ International: Free shipping on orders over ¥30,000 (some remote areas excluded)  Shipping cost is calculated automatically at checkout.

Can I change my shipping address after ordering?

If your order hasn’t been processed for shipping yet, we can change the address.  Please contact our support team as soon as possible with your order number.

Will I have to pay customs duties or VAT?

Our prices do not include customs duties or VAT. These charges may apply depending on your country. Please check with your local customs office.

Delivery

When will my order be delivered?

Delivery takes about 2–14 days depending on the destination. You'll receive a tracking number once your order has shipped.

I haven’t received my order. What should I do?

Please check your tracking number first. If it shows as delivered, check with neighbors or your delivery office. If you still can't locate it, contact our support team.

Returns and Refunds

Can I return my item?

We do not accept returns for personal reasons. If the item is defective or incorrect, please contact us within 7 days of receiving it. We will arrange an exchange or refund.

Order Changes & Cancellation

Can I cancel my order? Are there cancellation fees?

Yes, cancellations are possible before shipping. However, a 15% cancellation fee will apply to cover payment processing, administrative handling, and restocking. Cancellations are not possible after shipment.

In the event of customization, we will not be able to process a refund on that order.

Can I cancel a pre-order?

Pre-orders are generally non-refundable. If cancellation is necessary, a 20% fee applies. If we can’t deliver within the stated period, you’ll receive a full refund.

Can I return items purchased at a physical store?

For items purchased in-store, we do not accept returns or exchanges due to customer preferences. If an exception is approved, a 30% restocking fee will be applied, regardless of whether tax exemption was used.

How long would it take to ship an order purchased from one of the Musashi Japan stores?

When shipping directly from a store location, please allow up to 3 weeks for preparation and dispatch. Delivery time may vary depending on stock location and operational conditions. Thank you for your understanding.

Store Visits

Can I visit the store?

Yes, MUSASHI JAPAN operates multiple physical stores across Japan. You can find store locations and business hours on our Store Guide page. Visitors are welcome to explore, purchase, or seek advice. Visit our Store page.

Can I use an online promotion code in-store?

Online promotions (such as discount codes or online-only sales) are generally not valid for in-store purchases. However, during special campaigns or events, equivalent in-store offers may be available. Please check with store staff.

Support

How can I contact support?

For the fastest response, please use the appropriate form. Use our Knife Repair Form with photo upload for any repair-related issues, and our Support Form for general help or urgent inquiries.

Alternatively, email us at help@musashihamono.com.

Important Notice Regarding Customs Duties

Import duties and taxes may be charged according to the destination country's regulations and are the customer’s responsibility. Orders cannot be returned or cancelled due to customs fees.

Returns or cancellations for personal reasons

Please note: We generally do not accept cancellations or returns due to customer preferences. Once an item has shipped, cancellation becomes highly impractical due to the following reasons:

• Return shipping must be arranged

• You will be responsible for the original shipping cost, a 15% cancellation fee, and any import duties or return customs fees

• Even if you refuse the package to avoid customs duties, you are still responsible for both the return shipping and applicable customs charges

Why a 15% cancellation fee?

We prepare each order with care—including global shipping, multilingual support, and real-time inventory allocation.  Our systems and staff begin processing immediately after your order is placed.  For this reason, a 15% cancellation fee applies even before shipping.

We Offer Product Changes Instead of Cancellations (When Possible)

Many customers ask to cancel their order simply because: “I changed my mind.” / “I like another design better.”

If your order has not yet been shipped, we are happy to assist you with product selection advice instead of cancelling.

• We’ll recommend similar models within your budget

• We'll explain the design and functionality differences clearly

• You can receive images of alternative options before deciding

If you’re unsure, just contact our support team. Our experts will help you find a knife that fits your needs beautifully.