For in-stock items, we aim to ship within 5 business days of confirming your order, but in the unlikely event that shipment is delayed, we will contact you by email. For other orders, we will notify you by e-mail each time.
If your package is returned to us due to an invalid or non-existent delivery address, we will contact you via the email address provided with your order. If we do not receive a response from you within 【one week】 of our notification, your order will be automatically cancelled. Refunds and cancellation fees will be handled in accordance with our policies outlined in the "About cancellation and change of your order" section under "Returns/Exchanges/Cancellations" below.
If you wish to have the item reshipped to a new address, you will be responsible for the shipping costs associated with the reshipment.
Shipping & Delivery (For International Shipments)
We have agents in another country, so if you can consult us, we will guide you.
[ At the time of purchase ] A flat rate of 2,000 JPY
[ When returning repaired items ] We will calculate the actual shipping cost and bill you accordingly.(Please also cover the shipping cost when sending the item to us.)
・The shipment method and company are not options for selection.
・For in-stock items, we aim to ship within 5 business days of confirming your order, but in the unlikely event that shipment is delayed, we will contact you by email. For other orders, we will notify you by e-mail each time.
You may shoulder the tariff when you receive our product. We would not reallly estimate or serach for how much it costs or will be.
If your package is returned to us due to an invalid or non-existent delivery address, we will contact you via the email address provided with your order. If we do not receive a response from you within 【one week】 of our notification, your order will be automatically cancelled. Refunds and cancellation fees will be handled in accordance with our policies outlined in the "About cancellation and change of your order" section under "Returns/Exchanges/Cancellations" below.
If you wish to have the item reshipped to a new address, you will be responsible for the shipping costs associated with the reshipment.
Regarding the payment
You can use credit card/paypal.
[Credit card payment]
VISA/MasterCard/JCB/AMERICANEXPRESS/DinersClub are available. You can also pay in installments.
For custom made knife purchases where you have paid a deposit (50% or more of the total amount) at the time of ordering, the remaining balance is due upon completion. When your knife is completed, our customer service representative will contact you by email or phone. We kindly request that you make your payment 【(within 30 days】 from the date of notification.
Please note that if late payments occur repeatedly, we may decline your future orders without prior notice according to our company policy. Thank you for your understanding.
In order to prevent fraudulent orders, we may contact you directly to confirm if the name on the credit card does not match the name on the shipping address. Thank you for your cooperation.
About receiving your knife
For receiving your knife, you can choose between "Delivery to your specified address(We cannot ship directly to the U.S., China, or Korea.)" or "Pick-up at our Tsukiji store." Orders placed on this website will be processed as "Delivery to your specified address" by default. If you prefer to pick up your knife at our Tsukiji store, please notify our customer service representative.
When your knife is completed, our customer service representative will contact you by email or phone. We kindly request that you receive your order 【within 60 days】 from the date of notification. If it is difficult for you to receive your order within this period, please inform our customer service representative of when you will be able to receive it. If you do not receive your order by the deadline, the warranty period will be set as "one year from the date of completion notification."
Returns/Exchanges/Cancellations
■For standard specifications 20% of cancellation/change fee may be charged after production started at the customer's request. In this case, the amount received will be refunded minus a 20% as a cancellation/change fee. However, depending on the situation, we may be able to accept a cancellation/change for free. Please feel free to contact us.
■For special specifications (custom-made knife, name engraving knife, etc.) Basically, we cannot accept to cancel or change specifications after an order is confirmed.
In the following cases, we will return or exchange the item. ・The product is different from what you ordered or is defective ・The product has not been used within 14 days of its arrival However, custom-made products and products with your name engraved on them cannot be returned or exchanged.
We cannot accept returns or exchanges in the following cases. ・More than 14 days have passed since the product arrived ・The product has already been used (excluding cases where the product is defective) ・The customer defaces or damages the product
*If the shape or size is different from what you imagined when you received the knife, please be sure to contact us using the Inquiry Form before using the knife.
・If it is due to the customer's convenience, the customer is responsible for the cost. ・We will bear the cost if it is due to our mishandling. If the shipping fee is borne by our company, please send it by "cash on delivery".
After filling in the reason for the return, please return it together with the product by courier or postal parcel to the address below.
Nenohi Cutlery Co.Ltd. 318‐1 Guzo, Nakai-machi, Ashigarakami-gun, Kanagawa, 259-0142, Japan TEL 0465-20-5959
Warranty Policy
We offer a one-year warranty starting from the purchase date and delivery date. Repairs within the warranty period will be done for free. However, if you are unable to receive your order 【within 60 days】 of our completion notification, the warranty period will be set as "one year from the date of the completion notification".
Only repairs due to product defects are covered by the warranty. Shrinkage in materials like buffalo horn and natural wood is natural and not classified as a defect. For your information, knives that have been modified by a third party or yourself (e.g., by replacing the handle or changing the shape of the blade) are not covered by the warranty.
