FAQ
Frequently Asked Questions:
What's your address? Hogebrinkerweg 15-C, 3871 KM Hoevelaken, the Netherlands
Can I come to see and hold the kitchen knives? Yes, that is certainly possible but can only be done by appointment.
Can I pick-up my order? Yes. If you want to pick up your order, please contact us so that we can get it ready. You can also pay your order in cash if you have not yet paid online. Electronic payment is also possible.
When will i receive my order? We ship the order within 1-4 business days. A condition is that you pay online (iDeal or Paypal) and we have the knife in stock. If you transfer the amount manually (bank transfer), it can take one or more days before we have processed the payment. Unfortunately we can not promise 24-hour delivery. We can not take responsibility for late arrival of your order. In any case we aim for a delivery time of 1 to a maximum of 4 working days. For deliveries to Belgium you have to count 1 working day extra due to an extra sorting moment. and for Shipping outside the EU you have to expect a shipping period of 1-3 weeks or longer due to Corona issues.
Do I have warranty? Yes, you have 6 months warranty but of course only with regular use. Breakage and damage due to falls or abuse is not covered by the warranty. Because the cutting surface/edge is much thinner than with knives from Germany or France, there is a greater risk of "chipping", take this into account and never place your knife on hard surfaces and avoid "prying" movements. Hard products such as bone, sand, stones, bones and frozen products are disastrous for the delicate edge of a Japanese knife.
Discoloration of the edge and the blade surface is also not covered by the guarantee. Japanese steel is more prone to corrosion then European steel and will form rust much sooner.
Do these knives come directly from Japan? Yes, all our knives are produced in Japan (except for the knives where this is explicitly mentioned) and are delivered directly to us. The scissors and pocket knives are also from Japan. We have some cutting boards produced locally by different wood workshops in Europe.
Do I have a guarantee if my knife is damaged by use? No, with regular use, knives will not be damaged. The breaking of the tip of the knife is a sign that a cutting board has been pushed too hard or that the knife has fallen. We will therefore not deal with damage caused by improper use.
Can the knives in the dishwasher? No, we recommend washing the knives by hand, this is better for the steel and the handles. Knives with a full stainless steel or plastic handle are more resistant to the dishwasher but also for these knives we recommend to wash them by hand.
Can I cancel the order? Yes, if you have not used the product yet, you can use your statutory right of withdrawal within 14 days (only valid for EU citizens). It is essential that you use the model withdrawal form. After completing the model form you can return the shipment (unused and undamaged). You will then be refunded the purchase price excluding the shipping costs to your account within 14 days. The shipping costs you make yourself are for your account.
Do I have to pay VAT? This depends. Private individuals from the Netherlands and EU countries always pay VAT. Business customers who are not from the Netherlands and who enter a valid VAT number and customers outside the EU (business and private) do not pay VAT (this is automatically deducted from the invoice amount).
Can I make a businees order? Yes, you will receive an invoice with VAT amount for every order. For business purchases by EU companies not established in the Netherlands, we can also invoice without VAT, but we do need a valid VAT number that you have to fill in during ordering.
