FAQ

Contact

We have 2 shops in Tokyo and Paris. 

Tokyo: 

2-24-1 Matsugaya,
Taito-ku, Tokyo,
Japan 111-0036
Phone: +81-(0)3-3841-9355

Open hours:
Every day 10:00AM-5:30PM
(Except New Year's holiday)

Paris:

12 Rue Jacob,
75006 Paris, France
Phone: +33(0)1 75 42 91 09

Open hours: 
Mon ‒ Sat (except Wed)
11:00AM-1:00PM,
2:00PM-7:00PM

Wed 2:00PM-7:00PM
Closed: Sundays and public holidays

If you have any questions, please feel free to mail us “customer_service@kama-asa.co.jp”. Our staffs would reply you in 5 business days. If you wish to contact us by phone, please call +81-(0)3-3841-9355. We are available during 10:00AM-5:30PM (local time in Japan).

Thank you very much for considering wholesale. Currently, we do not basically sell wholesale. Though we are always open to collaborate with you by events. Please feel free to contact us from “customer_service@kama-asa.co.jp”.

We are happy to make a quotation for your order. Please feel free to mail us “customer_service@kama-asa.co.jp”. We appreciate if you could let us know “your address” and “due date” too.

Payment

We accept Visa, MasterCard, American Express,JCB.

You can cancel your order if you contact us before we ship the item. Please kindly note that we cannot accept any cancellation for engraved items. 

We cannot accept cancellation or returns after we ship your order. If there are any problems when you receive your items, please contact us within 7 days of your delivery.

You can change your order if you contact us before we ship the item. Please kindly note that we cannot accept any changes for engraved items.

If you have not received the order confirmation mail within 2 business days after your payment, please mail us “customer_service@kama-asa.co.jp”. 

Shipping

We will usually dispatch the package in 7-10 business days after your purchase. After shipment, we would mail you the tracking number. Please kindly note it would take longer time when you have a request for engraving the items.

We do shipment by airmail and all packages can be tracked. Please note you cannot request delivery date. Also, please kindly note we cannot guarantee any delays during international shipment. Currently there are often delays occurring due to the COVID-19.

The following is an estimated delivery for each area.

• Asia: 3-5 days after shipment
• US and Canada: 7-10 days after shipment
• Europe: 7-10 days after shipment
• Oceania: 7-10 days after shipment

We can change your address if your order has not been shipped yet. Please contact us as soon as possible when you find a mistake. Unfortunately, we cannot change your address once your order has been shipped. Please make sure you have entered the correct address.

Shipping cost is charged depending on the item size and weight. You can check the actual shipping cost after you proceed to check out.

Please kindly note the shipping cost does not include customs fees. Customers are responsible for all import duties, taxes and any charges for custom clearance. Generally, the shipping companies or customs would charge you when they deliver your items.

If you find any damages when you receive your package, please contact us within 7 days of your delivery with photos of the damaged item. Please keep all items, box and cushioning material. Please note that we cannot guarantee if you discard any of the items, box and cushioning material. 

All items are shipped from our Tokyo shop when purchasing at our online shop.

Customers are responsible for all import duties, taxes and any charges for custom clearance.

Generally, the shipping companies or customs would charge you when they deliver your items. Since customs fees depend on the laws and tax rates of each country, we cannot know the actual charge beforehand. For further information, please contact your local customs office.

There may be extra charges apart from customs fees depending on the country too.For example, customers in Singapore would be charged extra fees and required for a special document when you import kitchen utensils from Japan. Please kindly note we cannot guarantee the extra charges and documents.

We offer a free gift-wrapping service. Please let us know when you purchase your items. Please contact us “customer_service@kama-asa.co.jp” if you wish to directly send the items as a gift. If you order from our online-shop, all customs fees would be charged to the recipient when they receive your gift.

Yes, we can send the package if you pay the shipping fee again. Unfortunately, we cannot refund when the item is sent back to us for reasons such as absence of recipient or incorrect address.

Usually it takes several days for the customs to check the items.

If the customs requires more information of the items, please contact us (customer_service@kama-asa.co.jp).

Items

Yes, you can order items that are not on our online shop too. Please feel free to contact us from “customer_service@kama-asa.co.jp”.

Yes, we offer free engraving services. Please note engraving would take approximately 1 week after your order. We only engrave knives purchased at KAMA-ASA.

Yes, we accept knife sharpening for fee-based service through our online shop too. Customers are to pay the fee for knife sharpening, shipping fee and customs fees for “sending” and “receiving” the knife for repair. Please send us the photo of your knife and we will quote and calculate the lead time. We accept knife sharpening at our real shops in Tokyo and Paris too.

Most of the chipping can be repaired by re-sharpening the blade. We offer fee-based knife sharpening. If you have any questions, please feel free to ask us “customer_service@kama-asa.co.jp”. Blades can chip by cutting hard ingredients such as bones or frozen food, dropping and mishandling, or stabbing into hard cutting boards. 

We are happy to have requests for custom orders. Please mail us “customer_service@kama-asa.co.jp” and we would make a quotation.

Yes, we accept reservations for items out of stock. Please mail us “customer_service@kama-asa.co.jp” and we would contact you when the item is restocked.