Frequently Asked Questions

Stock

Can you give me a lead time on a certain knife or accessory?

With many handmade Japanese knives the lead times involved can be often be months and with some makers the lead times can stretch into years so in many cases for brands, we can't give accurate or meaningful estimates on when a certain knife will be restocked.

Can you tell me when a certain knife has been restocked?

Absolutely! When a knife is restocked, we send out an automatic email notification if you've signed up for it. On every product page when that item is out of stock there is an option to sign up for a stock notification. This is a one-time message to tell you it's restocked. In many cases, quantities can be limited still so don't leave it too long if it's an item you've been waiting for. 

We also post restocked and new items on Instagram but this is not automated like the email notification.

Can you pre order or special order a certain knife or product for me?

If you're enquiring about ordering a rare knife or a knife from a maker we don't currently stock, it's unfortunately almost certain we wouldn't be able to do this and we do not currently take special or pre-orders for any products due to the often extremely long and unpredictable lead times involved with many Japanese knives.

Orders

How quickly will I get my order?

We process and dispatch all orders on Monday, Wednesday and Fridays. Depending on when you've placed your order we'll get it dispatched as quickly as we can. You can find more information about our shipping (UK and Worldwide) on our postage page here.

Can I have a tracking number?

All orders are sent tracked and insured and you will be emailed a tracking notification as soon as your order has been processed.

Can I change my order items?

If we have not yet processed and dispatched your order you're welcome to make changes to it to add, remove or swap items - please contact us by email and include your order number and the items you'd like to change and we'll take care of it. 

If the value of your order changes as a result, we will either send you an invoice for any additional product costs or issue a refund if items are removed or cheaper.

Can I change my address? 

If you made a mistake on your shipping address or want to change it, please email us and include your order number and the full address update including postcode. We can request an address change on orders after they have dispatched but please do your best to ensure the correct address is entered during checkout as changes can cause delivery delay and potential additional delivery charges.

Age verification failed, can you help?

In the event the automated age verification service we use at checkout could not verify your details, don't worry - we can manually verify your age if you send us an email with your order number and an uncropped photo of a piece of ID with your name (must match the order) and date of birth. Typically a passport or driving licence is best.

How do I return my order?

If for any reason you wish to return an item to us, we ask that you contact us first and we will provide full instructions a reference number for your return. Read our full returns policy here.

How can I cancel my order?

If you have changed your mind about your purchase and the order has yet to dispatch, please email us promptly and we will cancel it and fully refund it immediately. You don't have to provide any reason for the cancellation but it's always helpful for us to know if there was a particular reason or some way we could improve our service. 

If you you are in the EU you can request your cancellation either by email as normal or if you prefer an official process, you can do so through the EU Submit Withdrawal page. 

If your order has already dispatched you will be responsible for returning it at your expense before a refund can be issued.

What if it's damaged on arrival?

We inspect every knife and accessory before posting so if something has arrived and has been damaged in transit, please do not use it and get in touch immediately and we can arrange a return and replacement. Keep all the packaging as you can use it to return the item to us. If possible, take a photograph of any damaged packaging. 

A replacement or refund for a damaged item will only be processed once the damaged item has been returned to us.

My order failed but the money has been taken out of my account

When you place an order it has to go through several processes before the order completes and sometimes this process fails which results in a failed order but your bank will "reserve" the money within their system which can look like it's been taken for payment but this is not the case and we recommend reading about the process and resolution steps below.

Can you send me a VAT or tax invoice? 

You can click the link in your order confirmation email which will take you to your order on the website and you should be able to download a copy of your order invoice online. Alternatively please email us using the contact form and include your order number and we'd be happy to send you a VAT or tax invoice.

Care and repair

How do I get rid of rust spots?

Check our carbon steel care tips to learn more about looking after your knife.

How do I fix chips on my blade?

It can happen over extended use that tiny chips can appear on your blade. Repair can usually be done at home with a selection of whetstones and for larger chips if you're not confident in doing a repair yourself we recommend sending it to a professional sharpener.

Can you recommend a professional sharpener? 

Absolutely - We recommend speaking to/emailing Scott at Sheffield Knife Sharpening - he does great work on repairs and fixes and has a mail in service. You can reach him directly to arrange via his website https://www.sheffieldknifesharpening.com/

How can I look after my knife?

We include some basic tips on a card in each order but if you'd like to find out more about general knife care, check out our care section for lots more information.

How do I sharpen my knife?

For more information about sharpening Japanese knives using either honing rods or whetstones, please subscribe to our YouTube channel.

How can I fix a wobbly or loose handle?

It can sometimes happen and is usually a small air pocket/bubble in the glue that has moved or burst loosening the handle. You only ever find it when it happens but please don't worry, it's a very quick fix to just warm up the glue and refit the handle and it will be absolutely fine.

If you'd like to try it yourself, you can heat up the knife and handle as shown in this video but instead of removing the handle, just move it in and out of the blade about 5mm or so and then let the glue cool down again. This solves it in most cases quickly and easily but if you'd prefer to send it back, we'd be happy to take care of it for you instead. Just send us an email to arrange.

General Questions

Do you offer an engraving service? 

We do not offer an engraving service. This is because it would mean we couldn't then offer a money back warranty on any of the knives so typically when customers do ask, our recommendation is usually a local jewellery shop or quite often key cutting shops like Timpsons can also do engraving for you in the UK.

Do you have a shop we can visit? 

We are an online only business based in Holmfirth, West Yorkshire so we don't have a retail shop you can visit but if you're in the area and would like to see us in person we welcome visitors to our office by prior appointment only so please feel free to email us and we'll do our best to accommodate your visit.