FAQ

Open Fire Pot

How should I normally care for it?

After use, wash with a soft sponge and mild dish detergent and dry thoroughly.
○Please be careful when cleaning as using metal scrubbers, melamine sponges, abrasives, bleach, etc. may cause scratches or discoloration.
○ Leaving the product with salty or oily dirt on it or storing it in a humid place may cause rust or stains.
If something gets burnt, add water and bring to a boil. Once the burnt part has softened, remove it with a sponge.

Is there anything I can do if something gets burnt?

○ Add water and bring to a boil. Once the burnt areas have softened, remove them with a sponge and use.
Use a melamine sponge only if there is stubborn dirt or burnt food.
(Please refrain from frequent use as it may affect the ceramic coating.)

Can I use a microwave oven or IH?

○Cannot be used.

Can I use metal cutlery and cooking utensils?

○Metal cutlery, cooking utensils, and kitchen tools may cause scratches, so we recommend using soft materials such as wood or nylon resin.

Are there any precautions?

○Please use potholders when cooking.
○Please be careful not to cool the pot too quickly, overheat it (for deep-frying), or leave it empty in the pot as this may cause damage.
○If you place the pot on a table while it is still hot, it may leave marks, so please use a trivet or something similar.

I can see small protrusions on the surface. Is this ok?

○Due to the manufacturing process of the ceramic coating, very small irregularities or protrusions may occur. This is due to the baking of the ingredients and the characteristics of the coating film, and does not affect functionality or safety.

After continued use, the surface coating seems to have peeled off. Is this ok?

○Continued use may cause the coating to deteriorate and become more susceptible to peeling. However, even if the coating does peel off and is ingested into the body, there is no risk to your health, so please rest assured.
○We also recommend replacing your products, so please take advantage of our trade-in service.

Wooden lid

Will the hinoki scent of the wooden lid remain even if I continue to use it?

The cypress wood scent of the wooden lid will fade after about two weeks of use, but if it bothers you, you can reduce it by boiling it in rice water.

I can see what appear to be oil stains on the wooden lid. Is this normal?

This is a natural mucus found in trees called resin. The more resin there is, the more water-resistant the wood is and the less likely it is to turn black. It is not harmful to humans.
○Avoid storing in a box or plastic bag, and choose a shady, well-ventilated place.
If resin builds up, we recommend soaking the product in hot water to soften it, then wiping it with alcohol or similar.

Service

Could you tell me about shipping costs?

○Shipping within Japan is free for purchases over 20,000 yen (tax included). For purchases under 20,000 yen (tax included), a flat rate of 1,000 yen will be charged nationwide.

Why was my order automatically cancelled?

If the management system detects any incompleteness in your order information, your order may be automatically cancelled.

[Example of automatic cancellation order]
- If the name of the person placing the order does not match the furigana.
- If you have multiple registrations under the same name and frequently change your credit card, email address, phone number, etc.
- If the postal code of the billing address does not match the address registered on your credit card.

Please check the above and place your order again.
*This mainly occurs when using a credit card. If you have difficulty using a credit card, you can purchase products using cash on delivery, bank transfer, convenience store payment, Rakuten Pay, smartphone payment (PayPay, Merpay), Paidy, or Pay-easy.

Can I cancel an ordered item?

○As a general rule, we cannot accept cancellations or returns of orders for customer reasons once the order has been placed on hold. However, some orders can be cancelled before they are placed on hold.
・Cancellation possible: If the order has not yet been shipped ・Cancellation not possible: If the order has been shipped

It seems that the product has been returned, how should I proceed?

If we are unable to deliver your order due to your absence, the shipping company will leave a notice of absence. Please contact us within 5 days to let us know a convenient time and date for delivery.

・If you are unable to receive your package due to an unknown address or long-term absence , your package will be stored for approximately one week.
If you do not pick up your package within the delivery company's storage period, your package will be returned to our store.

- If you will be away for an extended period of time <br/>If you have to go out suddenly after ordering and shipping and are unable to receive your package, please contact us with your order number, or check the tracking number in the shipping completion email and contact the shipping company.
If you contact us with an inquiry, please also include the date and time you would like to receive the item.

- If you refuse to accept a cash-on-delivery item <br/>If you decline (reject) acceptance of an item that has been shipped via cash-on-delivery, the item will be returned to our store.

*Please note: If you are unable to receive the product due to reasons such as the expiration of the delivery company's storage period or an incorrect address, it will be considered a return due to customer reasons and we will not be able to reship the product under any circumstances.
If the product has been returned and you are not aware of any reason such as the shipping company's storage period having expired or an incorrect address, please contact us using the inquiry form.
Please note that if a product is returned to our store, it will be considered a return for customer reasons and you will be asked to pay the return shipping fee (1,000 yen for domestic delivery or the shipping fee incurred at the time of shipment).