Frequently Asked Questions / Contact

As a rule, confirmed orders cannot be cancelled. Please check your order carefully before completing checkout.

Please contact us as soon as possible. We will check whether a change is possible before dispatch, but cannot guarantee it.

Please check your spam folder and confirm that the email address entered at checkout is correct. If you still cannot find the message, please contact us.

Credit cards: Visa, Mastercard, JCB and American Express. The payment methods available for your order are shown at checkout.

After dispatch, we will email a shipping confirmation with a link to issue and download a receipt. You can enter the addressee and description when issuing it. Receipts are generally not enclosed in parcels or mailed as paper copies.

For deliveries within Japan, the basic shipping charge is ¥950 including tax, or ¥1,500 for Hokkaido and Okinawa. Orders over ¥10,000 to one address in Honshu, Shikoku or Kyushu qualify for free standard shipping. For Hokkaido and Okinawa, the discounted charge is ¥950. Refrigerated delivery adds ¥220. International charges vary by destination; we will confirm any adjustment by email after your order.

Orders without a requested delivery date are normally dispatched within 3–5 business days. Remote areas and peak gift seasons may take longer. Please allow at least five business days after ordering when requesting a delivery date. International transit times vary by destination.

For deliveries within Japan, available time slots are 8:00–12:00, 14:00–16:00, 16:00–18:00, 18:00–20:00 and 19:00–21:00. Delivery dates and times cannot be specified for international shipments.

We will email a tracking number after dispatch. Tracking detail varies by carrier.

We offer international shipping where the product and destination permit it. For drinks up to 24% ABV, we use Japan Post (EMS or international small packet); for drinks of 25% ABV or above, DHL may be available and special packaging fees may apply. Import restrictions, quantity limits, duties and carrier rules vary by destination. Please check the applicable conditions before ordering. See Japan Post international mail conditions.

No. You must meet the legal age requirement applicable to your purchase and delivery destination. We verify age when an order is placed.

Yes, provided the recipient meets the applicable legal age requirement.

The carrier may request identification to verify age at delivery.

Shelf life varies by product and is shown on the product page where applicable. We dispatch products with sufficient remaining shelf life.

Store away from direct sunlight in a cool, dark place. Consume promptly after opening. Follow any product-specific storage instructions.

Confirmed orders generally cannot be cancelled. If a product arrives damaged, leaking, incorrect or clearly defective, contact us by email or phone within five days of delivery. We will arrange an exchange or refund and cover the return shipping cost. Refunds are processed to the original payment method within five business days after we receive and inspect the returned item. Returns for a change of mind are not accepted because alcohol is a food product. Opened or used items, items damaged by the customer, items reported more than five days after delivery, and refrigerated items are ineligible for return or exchange. If delivery is missed, request redelivery from the carrier within seven days. Additional delivery, return or storage charges may apply to unclaimed parcels.

Please contact us within five days of delivery and include photos of the damage. We will arrange an exchange promptly.

Yes. Please request it in the order notes at checkout.

Yes. In the order notes, specify whether you would like an inner (uchi-noshi) or outer (soto-noshi) label, the message and the sender’s name. For example: “Noshi requested / type: uchi-noshi / message: 御祝 (Congratulations) / name: Taro Yamada”. Up to three names can be shown together.

No. You can order as a guest, though an account may make future purchases easier.

Email sake-shop@ethan.co.jp or call 070-8565-8153. Business hours: Monday–Friday, 10:00–18:00 Japan time.