Trading Terms

Terms & Conditions of Sale

Like all terms and conditions, it is important that you read through and understand our terms of sale before completing your order. If you have any questions please email us at [email protected] for clarification.

Damaged Items/Delivery

While we take a lot of care in preparing and dispatching your parcel sometimes things don’t go to plan. If you have received your delivery and an item is damaged please choose from the option below that relates to you. In the unlikely event you do receive a damaged or faulty item please contact us within 1 working day of receipt of your order.

• Australia Post Delivery: Please take the damaged item including all of the packaging to your local Australia Post store and submit a damaged delivery claim. Present the damaged item and the packaging at a Post Office for a damage report to be completed (only the person to whom the item is addressed can present the item). It normally takes 7 days for the courier company to investigate. If approved they will provide you with a refund on the purchase amount which allows you to place an order for the replacement item.
• Aramex Australia Delivery: If your order was delivered by Aramex Australia and arrived damaged, please retain all items and notify us within 24 hours of receipt by emailing [email protected] with a clear photo of the damaged item and a copy of your order confirmation or receipt. We will arrange for the damaged item to be collected by an Aramex driver and will dispatch a replacement at the same time. Damaged items cannot be returned for a refund in place of a replacement, and all damaged items must be returned for inspection.

Delivery & Lead Times

Lead times noted at the checkout and on the Shipping & Return page are business days and in most cases deliveries turn up within the time mentioned. Delivery time estimates can vary depending on your location and how busy couriers are. Expect delays during busy periods such as Christmas, and Easter and if you are in a remote or country area, it can take longer to deliver your order. Your order is generally packed and dispatched within 1-2 business days from the time that we have received your funds. All orders come with tracking information. If you are concerned about the delivery time, you are more than welcome to contact the courier for more information. If for some reason the driver turns up and you are not available to accept your order, the driver will leave the item in a safe location unless you specify otherwise. If the driver feels that there is no safe place to leave the delivery they will return the item back to their depot and an email is sent to you letting you know that the item was not delivered.

Adding to Existing Orders

We understand that sometimes you may wish to add extra items shortly after placing an order. To accommodate this, we allow customers to place a second order within 2 hours of their original order time, and, where possible, we will combine both into a single shipment.

Terms for Adding to an Existing Order:

• The second order must be placed within 2 hours of the first order’s confirmation.
• The shipping address must match the original order. If a different address is provided in the second order, the original shipping address will be used.
• After 2 hours, we cannot guarantee the orders can be combined, as the original order may have already entered the packing or dispatch process.
• If the 2-hour window has passed, the second order will be treated as a new, separate order and standard shipping charges will apply.

Please note: Due to courier and processing constraints, we are unable to redirect or change the delivery address for add-on orders. Any address changes submitted during checkout of the second order will be respectfully disregarded to maintain consistency and ensure secure delivery.

If you need help or are unsure whether your orders can be combined, contact us at [email protected] promptly after placing your order.

Refunds & Exchanges

It is important you receive an item that meets your expectations so if you are not sure before purchasing from our website please call to discuss and we will help you with your selection. If you are not happy with an item, not what you were expecting or if you change your mind and are seeking an exchange, refund or credit for a stock return, the freight will be at the purchaser’s expense and a refund will be assessed once the unused goods have been returned. Proving that the goods are returned in the condition that they were sent, we will provide you with a full refund on the cost of the items purchased not including freight charges. To return an order please contact us within 28 days of receiving your order for a Return Authority Number. Make sure that the unused goods are securely packaged and sent to the address that we provide with a signature on delivery or tracking option. We will contact you once the goods have arrived.

Cancelling Orders

All orders paid by direct deposit, credit card or PayPal may be cancelled prior to the goods being dispatched, which is typically within 24 hours of placing the order. If your order has already been dispatched, you may return it within 28 days of receipt at your expense. Once we receive the returned goods, we will inspect them and credit your original payment method for the returned item’s purchase price not including freight charges. Please ensure that the items are properly packaged to avoid damage and obtain proof of postage in case we need to contact you regarding your return.

Delivery Notifications & Missing Parcels

To ensure a smooth delivery process, both Australia Post and Aramex Transport provide tracking updates and notifications:

• You will receive a message on the day your parcel is out for delivery.
• Once the parcel has been delivered, you will receive a confirmation notification.

If you are unable to locate your parcel after receiving a delivery confirmation, please follow these steps:

What You Must Do

• Contact the delivery company (Australia Post or Aramex) as soon as possible—on the same day or within 24 hours of the delivery confirmation.
• This allows the courier to investigate the issue while details are still fresh and can significantly increase the chances of locating the parcel.

Why This Matters

• Once goods have been delivered, the responsibility for the parcel transfers to the customer.
• We do not offer refunds or credits for parcels that go missing after they have been delivered and confirmed by the courier.
• At checkout, customers have the option to leave delivery instructions (e.g., “leave behind pot plant” or “at back door”). It is the customer’s responsibility to ensure the parcel can be safely left at the delivery location.
• Please note: Our couriers do not call ahead or upon arrival.

Can We Help?

• If preferred, we can contact the courier on your behalf. However, this may slow down the resolution process since:
  • We are not on-site and do not know the layout of the delivery location.
  • Couriers often require first-hand confirmation or investigation from the recipient directly.
• For the fastest outcome, we strongly recommend that you contact the delivery service directly using the tracking information provided in your shipping confirmation email.

Faulty Products

If an item that you purchased is faulty, please contact us for a Return Authority Number. A member of our team will provide you with a delivery address to send the goods back to. Once the goods have arrived and been assessed, a refund on the purchased item price of the faulty item along with a refund on your delivery costs. All faulty goods must be returned so that we can assess the product and make improvements where required. We also ask that you include a copy of your delivery cost receipt.

Wooden Products

Please note that most of our wooden products are made from 100% natural real wood so each item will have a variation in wood grain, colour and in some cases shape. Wooden tableware is unique and you can expect to see a few flaws in the wood used the varnish can also vary. The product photos on this website were correct at the time of setting up the product though camera lighting and computer screen resolution differences will also affect the colours of the picture. Wooden items should be cared for and not used in a microwave oven, not submerged in water, not have boiling water poured over them or use highly toxic chemicals to clean them. Doing so will damage the product or reduce its life expectancy.

Gift Cards

Katachiware Digital Gift Cards are a convenient and thoughtful way to share our unique range of Japanese-inspired tableware. Redeemable exclusively on our website, these cards are valid for 12 months from the date of issue and can be used across multiple purchases. Gift Cards are issued digitally, cannot be exchanged for cash, and should be treated like cash, as lost or deleted codes cannot be replaced.

• Can be used across multiple orders until the balance is fully spent
• Valid for 12 months from the date of issue
• Can be redeemed during sale periods and used with discount codes
• Non-transferable and cannot be reloaded or refunded

If a product purchased using a Gift Card is returned, the refund will be issued back to the same card. For any questions or support regarding Gift Cards, please contact us at [email protected]. Thank you for choosing Katachiware — we hope your gift brings joy and a connection to the timeless traditions of Japanese dining.

Product Availability & Limitations of Liability

While we strive to keep our online store up to date, from time to time an item may become temporarily unavailable or sold out due to high demand, supplier delays, or system errors. We do not guarantee the availability of any product displayed on our website at the time of ordering, even if it appears as “in stock.”

In the event that we are unable to fulfill part or all of your order due to stock shortages, unexpected delays, or any other unforeseen circumstance, we reserve the right to cancel the affected item(s) and issue a refund for the amount paid. We will notify you as soon as possible, and you may choose to receive a refund, wait for restocking (if applicable), or select an alternative product.

We are not liable for any loss, inconvenience, or consequential damages arising from delays, non-fulfilment, or inaccuracies in stock availability—including but not limited to business interruption, missed deadlines, or third-party costs. By placing an order, you acknowledge and accept this limitation.

If you have specific timing requirements for delivery, we recommend contacting us before placing your order to confirm availability and estimated dispatch time.

Wholesale, Reseller & Bulk Orders

Wholesale, hospitality, and bulk discounted orders are subject to the following terms and conditions:

• All goods remain the property of Katachiware until full payment has been received.
• Returns are not accepted for change of mind — all sales are final.
• Damages must be reported within 48 hours of delivery with clear photographs of the goods and packaging.
• Orders not reported within this timeframe are not eligible for replacement or compensation.
• Quotes for delivery can be requested by email or by choosing direct deposit and leaving a note at checkout.
• We encourage all wholesale buyers to review product specifications carefully prior to ordering.

Missing Deliveries & Investigation Timeframe

All orders dispatched by Katachiware include tracking information so customers can monitor delivery progress. If you believe your order has not been delivered, you must notify us within five (5) days of the expected delivery date so that we can investigate the matter with the courier.

Courier companies operate within strict investigation time-frames. If we are notified after five (5) days, the courier may decline to investigate the matter and the delivery will therefore become the responsibility of the customer.

This condition applies to all orders, including prepaid orders and orders placed on approved trading accounts. Unless otherwise requested in writing prior to dispatch, all deliveries will be completed according to the courier’s standard delivery procedures.