Contact

The quickest way to reach us is hello@shoptomari.com. We read every message ourselves — there is no support desk and no ticket number — and we reply within two business days, Japan time. If you write on a Friday evening in New York, that is Saturday here, and you will hear back on Monday.

What we can help with

Before you buy. Which whisk, which bowl, whether a set makes sense for you, whether something is a gift that will survive the post. We would rather talk you out of the wrong purchase than process a return, and we will say plainly when the cheaper option is the better one.

After you buy. Where your parcel is, what to do if a ceramic arrived broken (write within 7 days with photographs; we send a replacement or a refund, with nothing to post back unless we ask), and how to care for what you bought so it lasts. Our care and returns page covers the routine questions.

Shipping and customs. Everything is packed in Tokyo and posted from Japan. Delivery is usually seven to fourteen days. For the United States, import duty is paid by us before the parcel leaves Tokyo, so there is nothing to pay on delivery; elsewhere it may be collected on arrival. How that works is explained on the shipping and duties page.

Wholesale, press and collaboration. Write to the same address and say which one. We are a small shop and we answer these ourselves, which means slowly but properly. Writers will find the facts, the boilerplate and the image terms collected on the press page. The statutory seller information required of a Japanese online shop is on the legal notice page.

Who you are writing to

Tomari is run from Tokyo by someone who practices tea rather than simply sells the tools for it. We are not tea masters and we do not claim to be. What we can offer is that every object here was chosen by hand, and that we will tell you the truth about it — including when the answer is that you do not need to buy anything. Our story is the longer version.

Practical details

Email: hello@shoptomari.com
Telephone: +81-70-9210-1964 (Tokyo hours, UTC+9)
Reply time: within two business days (Japan Standard Time, UTC+9)
Languages: English and Japanese
Ships from: Tokyo, Japan
Delivers to: 12 countries and territories (shipping to the EU and UK is paused)

There is a telephone, and the person who runs the shop answers it, in English or Japanese, during Tokyo hours. Email is still the better way to reach us: it goes to the same person, it works while Japan is asleep, and it leaves a written record of what was agreed. If you would rather speak to someone, the number is above.