FAQ

Shipping, taxes & returns

Do I need to pay Goods and Services Tax (GST)?

GST is charged only when the shipping address is within Australia.

If you are ordering from overseas (for example, the United States), Australian GST will not be charged. However, your order may be subject to import tax, customs duties or handling fees imposed by your destination country.

I am buying from outside Australia. Do I need to pay tax and duty?

It depends on the shipping method selected. We offer two types of international shipping:

1. Delivered Duty Unpaid (DDU) — “I will handle taxes and duties myself.”

You are responsible for customs clearance and any import taxes, duties or handling fees when the parcel arrives in your country.
In some countries (for example Germany), customs may require collection from a designated post office or customs facility.
Pros: in some cases parcels clear customs without additional charges.
Cons: if duties are applied, you are responsible for both the payment and customs clearance.

2. Delivered Duty Paid (DDP) — “Taxes and duties included.”

Taxes and import duties are prepaid during checkout, giving you a smoother delivery experience with minimal customs delays.
Pros: no unexpected charges after shipment.
Cons: slightly higher shipping cost as taxes are prepaid.

DDP is currently available for Western Europe (excluding the United Kingdom), the United States and Canada. All other destinations, the United Kingdom included, ship via DDU.

DDU services: Australia Post EMS, DHL Express
DDP services: DHL Express

What shipping method do you use?

Australian orders are generally shipped via Australia Post eParcel. International orders are shipped using DHL Express or Australia Post EMS; the services available for your destination are shown at checkout.

How long will my order take to arrive?

Domestic (dispatched from Sydney)

Service	Sydney	Melbourne / Brisbane / Canberra	Rest of Australia
Australia Post Parcel Post	1–2 business days	3–4 business days	5–7 business days
Australia Post Express	1–2 business days	2–3 business days	3–5 business days

International

North America & Western Europe (excluding the United Kingdom): approximately 3–6 business days (DHL Express) or 5–10 business days (Australia Post EMS). United Kingdom: usually Australia Post EMS, approximately 5–10 business days.

Delivery times are estimates only and may vary due to customs processing or local courier delays.

Why is free shipping no longer offered internationally?

We have removed the fixed shipping cost that was previously built into our knife prices. This allows us to offer lower knife prices while customers pay shipping based on their actual location. Even with this change, we continue to negotiate highly competitive international shipping rates with our courier partners.

Important: “knife order” refers only to the knife portion of an order. Accessories such as whetstones, cutting boards and other items do not qualify as knife purchases for shipping promotions. Purchasing only a set of Naniwa Chosera stones, for example, does not qualify for knife free shipping.

Can I return a knife if I change my mind?

Yes — no questions asked, provided the knife is unused and in its original resellable condition, and returned within 14 days of delivery.

A 3% handling fee applies. You arrange (and pay for) return shipping, and the original outbound shipping cost is deducted from the refund. Please pack the knife carefully to prevent damage in transit.

Once the returned item has been inspected and confirmed resellable, you can choose a refund to your original payment method or store credit.

Full details: our Refund Policy.

Payments

What payment methods do you accept online?

Checkout is by PayPal or credit card, processed securely through Stripe, which also covers Apple Pay, Google Pay and Shop Pay.

Do you offer Afterpay or pay in instalments?

We don't offer Afterpay, Shop Pay Installments or any other buy-now-pay-later option. Shop Pay works as a quick checkout wallet only.

Can I pay in person at one of your stores?

Yes. In our stores we take Visa, Mastercard, American Express and cash.

What currency am I charged in?

Prices may be displayed in USD, GBP or EUR, but every order is charged in Australian Dollars (AUD). If you're paying from overseas, your bank may add its own foreign-exchange fee on top of the price shown; that fee is set by your bank, not by us.

Can I pay with a gift card?

Yes. Our gift cards are delivered by email and come with instructions to redeem them at checkout, with no additional processing fees.

Is my card information safe with you?

Your card details are never disclosed to us; payment is processed securely by Stripe. We may cancel a payment we assess as a fraud risk, and if that happens we'll contact you to arrange another way to pay.

What if I've been charged twice, or a payment is still showing as pending?

Get in touch through our contact page with your order number and we'll help.

Sharpening, repairs and classes

What repair services do you offer?

Sharpening, chip repair, tip repair, thinning and re-handling. We hand sharpen every knife on Japanese whetstones. Prices depend on the edge length and whether the knife is single or double bevel; the full price table is on our Knife Sharpening Services page. For example, chip repair with sharpening on a double-bevel knife is $33 under 16cm, $40 for 16 to 24cm and $45 over 24cm.

Do you re-handle knives?

Yes, for knives that take a Japanese-style (wa) handle. We don't re-handle Western full-tang knives. Re-handling is currently $25 on top of the handle itself. It isn't a separate listing: the fee shows on our website when you select a handle. Prices can change, so check the handle's page when you order.

Which knives will you sharpen or repair?

Kitchen knives. We recommend bringing in Japanese kitchen knives, though Western kitchen knives are welcome too. We don't sharpen outdoor knives or serrated knives.

Where do I drop my knife off, and how long does it take?

You can drop knives off at any of our stores: St Peters (2 Bishop St, Unit 2, St Peters NSW 2044), Crows Nest (107 West St, Shop 1, Crows Nest NSW 2065) or Prahran (180 Commercial Road, Shop 1, Prahran VIC 3181). Typical turnaround is 2 days from drop-off. For more than 3 knives, or a damaged knife that needs repair, our staff will give you an estimate when you drop it off.

Do you run sharpening classes?

Yes. Our hands-on Knife Sharpening Class teaches you to put a sharp, long-lasting edge on your own knives with whetstones, in a small group. Classes run at St Peters and Crows Nest and are priced by group size: $180 for 1 student, $270 for 2, $360 for 3 and $450 for 4. Choose your location, date, time and group size on the class page and check out; your order confirmation email is your booking confirmation. We supply the stones; bring the knives you'd most like to sharpen.

Can I reschedule a sharpening class?

Just get in touch through our contact page and we'll help.

Promotions and Koban rewards

How do I get a discount as a new customer?

How do Koban rewards work?

You earn 5 Koban for every A$1 you spend on products (not on GST or shipping). 100 Koban is worth A$1 off, with a minimum redemption of 100 Koban. How much of an order Koban can cover depends on your tier. Full details are on our Koban Rewards page.

Can I use Koban together with a discount code or a sale price?

It depends on the offer. Some can be combined, but most discount codes can't be used together with a Koban redemption. If you want to use a code together with Koban, check with us before you order. Items bought on sale or with a code still earn the standard 5 Koban per A$1.

Do members get early access to sales?

Yes, for higher tiers: Shirogami members get 24 hours' early access to special or rare drops and sales, Aogami 48 hours and Tamahagane 72 hours. Regular restocks don't count as special drops.

If a price drops after I buy, can I get the difference back?

Yes, if it drops on our website within 14 days of your order, one claim per item. This doesn't apply to temporary prices during major sale events like EOFY or Black Friday. See our Price Protection Policy.

Business and wholesale

Do you offer wholesale or trade pricing?

Yes. Once we've confirmed you as a wholesale customer, we issue you a single login, and your wholesale prices show on this website when you're logged in. We can do bulk orders and drop shipping. The balance is paid before delivery.

Is there a minimum order?

For wholesale orders, yes, and it differs by product: once you're logged in, each product shows its minimum order quantity. Drop-ship orders have no minimum.

How do I make a wholesale enquiry?

Use the "Wholesale enquiry" option on our contact form and our team will usually reply within 24 hours.

Can I become a stockist?

Only for selected lines. Contact us for details.

How do I contact you about a collaboration or media request?

Use our contact form and choose "Other" under "How can we help?". Our team usually replies within 24 hours.

Do you supply restaurants or cafes on an ongoing basis?

We don't have a specific ongoing-supply arrangement for restaurants or cafes. If you're buying for a venue, the wholesale enquiry option on our contact form is the place to start.

What's your ABN?

Our ABN is 43 611 761 310.

Reading our product listings

What does the steel on a listing tell me?

It's the steel the blade is made from, for example VG10, White 2 or Blue 2. The steel affects hardness, edge holding and how easy the blade is to sharpen. Each major steel has its own page on our Steels hub.

What does the hardness number (HRC) mean?

HRC is the hardness rating a listing quotes for the blade's steel, for example "HRC 60 - 61". It varies from knife to knife, so always check the specific listing.

Why is the blade length different from the size in the name?

The size in the product title is the knife's nominal size. The exact blade length is given in the specifications and can be a little different; for example, one of our 180mm santoku listings gives a blade length of 179mm.

What's the difference between single-bevel and double-bevel knives?

A double-bevel knife is sharpened on both sides, like most Western-style chef's knives. A single-bevel knife is sharpened on one side only, which is traditional for knives like a deba or yanagiba. See our Single Bevel and Double Bevel pages.

Where can I learn more about Japanese knife terms?

Our Education Centre is the place to start.

Can I choose a different handle?

We're not a custom knifemaker, so while we try to accommodate preferences such as horn colour or texture, we can't hand-pick a handle from stock or measure an individual blade on request.

Still have a question?

Get in touch through our contact page, or call us on 02 8234 8818 (from overseas +61 2 8234 8818), Monday to Friday, 10am to 4:30pm.