FAQs
How long will it take for my parcel to arrive?
Depending on your location items can sometimes take up to 21 days to arrive however, it's generally around 7-14 days. Please keep in mind that once an item leaves our Studio to be shipped abroad, it is in the jurisdiction of the receiving country’s postal service and customs. Once an item is in customs it can be held by the accepting country for up to 45 days. Sentomono does not have authority over the object at the time it is received by customs. Therefore, it is the buyer’s responsibility to contact the destination country’s postal service or customs to locate a package. Please check your email for a tracking number and file a claim if an item is held in customs for more than 45 days.
How long does it take for my order to be shipped?
Items are usually shipped within 3 working days of purchase (unless otherwise stated on the individual listing) and are delivered either by Yamato or Japan Post. Shipping costs are calculated at checkout based on the weight and size of your order.
How do I know if my order has been shipped?
You will receive a dispatch confirmation email to confirm that your goods have been shipped. We will include your tracking number and the name of the carrier in the email. Shipments with Yamato will often redirect you to a UPS tracking page with a new tracking number once the item has reached the destination country.
Do you ship internationally?
We do! We currently ship to: Israel, the United States, Canada, New Zealand, Australia, South Korea, China, Taiwan, Thailand, Vietnam, Malaysia, Indonesia, Philippines, Japan, Cambodia, Laos, Netherlands, Greenland, Switzerland, Sweden, Czechia, Denmark, Norway, Hungary, Finland, Belgium, Poland, Portugal, Iceland, Italy, Austria, Turkey, United Kingdom, Bulgaria, Germany, Ireland, Spain, France, Luxembourg, Slovakia, Slovenia, Russia, Cyprus, Albania, Greece, Liechtenstein, Romania, Ukraine, India, South Africa, Mexico, Argentina and Bosnia & Herzegovina. However, if you are from a country not on this list please send us an email and we can look into shipping costs to your location.
Buyers are responsible for any customs and import taxes that may apply.
What if my product is damaged?
Damaged goods must be reported to sentomono within 48 hours of delivery in order for a refund to be issued. A photograph of the damaged item, together with the box and packaging with all labels visible, must be sent with the report to sentomono@gmail.com. Damage outside of the 2 day limit will not be refunded. Refunds or exchanges will be considered on a case by case basis.
How do I care for my Ceramic pieces?
Although all of our pieces are designed for everyday use, they are also one-of-a-kind, hand-crafted pieces that require care. In general, ceramic pieces are dishwasher and microwave safe, although we do recommend hand washing. Large pieces should only be washed by hand, including all vases and pieces that are not intended for use with food. Some special pieces contain stainless steel details and should therefore not be put in the dishwasher or microwave.
How do I care for my wooden pieces?
All wooden spoons can be hand washed in lukewarm water and soap and are safe for use with food. However, it should be noted that the colour of the wood can change with time and use, particularly contact with foods such as coffee/tomato sauce/tumeric/etc can cause discolouration, which in our opinion only improves the durability of the pieces. Refrain from washing wooden bowls unless absolutely necessary. Do not put wooden items in the dishwasher, as the heat and excessive water can damage the pieces. Oil if necessary.