Product
Is the mat resistant to sweat and water?
At the moment, our tatami mats are not resistant to sweat or water, as exposure can cause deterioration or mold. However, we are currently testing water-repellent treatments and hope to introduce this feature in the future.
How long does the mat last?
In Japan, tatami mats are typically replaced every 5–10 years. With proper care and maintenance, your mat can last just as long.
Does the natural fragrance last over time?
Our tatami mats are made from natural rush grass, and due to its organic properties, the fragrance will gradually fade over time.
Does the mat change color as it ages?
Yes, the mat will undergo a beautiful transformation. Initially green, it will gradually turn into a stunning amber color as it ages. This process is a natural characteristic of tatami mats and adds to their charm. Please note that exposure to sunlight can accelerate this change.
Shipping
When does my order arrive?
We are a small team and do our best to deliver your order within 7-14 business days unless you preordered something which takes longer.
Where do you ship?
We ship internationally to the countries available in the currency selector. Please note that shipping is only available for regions listed in the dropdown menu at checkout.
We are continuously working to expand our shipping destinations and look forward to serving more countries in the future.
For now, we do not ship to PO boxes, remote islands, or regions where shipping restrictions apply.
I have a question about my order. How do I get in touch?
We are always happy to help you with any questions. Contact us at kohakumats@gmail.com
What carriers do you use?
We typically use Fedex but for some more remote locations we use postal service.
Returns, Exchanges & Cancellations
What is your return policy?
Kohaku accepts returns of unused and undamaged products within 30 days of shipment. To receive a full refund, all products must be returned in their original, undamaged condition with protective packaging intact. Products showing signs of use or damage will not be eligible for a refund.
While we offer free shipping on orders over USD $200, we are unable to provide free return shipping at this time. Customers are responsible for the return shipping costs and any customs duties or taxes incurred during the return process.
Please note that shipping fees, customs duties, and taxes are non-refundable.
How do I make a return?
To initiate a return, please send an email to kohakumats@gmail.com. In your email, kindly include the following details:
- Your name
- Email address
- Order number
- Name of the items being returned
- Reason for the return
Once we receive your request, we will provide instructions for returning the item(s). Please note that customers are responsible for all return shipping costs as well as any customs duties or taxes incurred during the return process.
Ensure the items are securely packaged to prevent damage during transit.
What if my product gets damaged during shipping?
At Kohaku, we take great care to ensure your product arrives in perfect condition. If your item is damaged during shipping, please contact us at kohakumats@gmail.com within 7 days of receiving your order. Kindly include the following details in your email:
- A detailed description of the damage
- Photos of the damaged product
- Your order number
Once we receive your request, we will evaluate the situation and offer a suitable resolution, such as a replacement, refund, or repair service.
Please rest assured that if the damage is confirmed to have occurred during shipping, Kohaku will cover all associated costs, including return shipping fees, customs duties, and taxes. You will not incur any additional expenses.
Our priority is to provide you with a seamless experience and ensure you are completely satisfied with your purchase.
How do I exchange an item?
We currently do not offer direct exchanges. However, if you wish to receive a different product (e.g., a different size or color), we recommend placing a new order for the desired item. You can then return the original item by following our return policy.
Please note that customers are responsible for the return shipping costs and any customs duties or taxes incurred during the return process. All returned items must be unused, undamaged, and in their original packaging. Shipping fees for both the original and the new order are non-refundable.
Can I cancel an order?
If your order has not yet been shipped, you can cancel it by contacting us at kohakumats@gmail.com. Once the order has been shipped, cancellations are no longer possible. However, you can return the item once you receive it by following our return policy.
Please note that if customs duties or taxes have already been incurred for the shipment, we will be unable to refund these amounts.
Customs and Duties
At Kohaku, we strive to provide a seamless shopping experience. All prices displayed include VAT, customs duties, and applicable taxes, so you won’t encounter unexpected fees upon delivery.
If you return an item, the refund will cover the full product price, but shipping charges (including the cost of return shipment) will be deducted. Any customs duties or taxes incurred during the return process will be the responsibility of the customer.
Additionally, if the package is returned to us due to unpaid customs fees or refusal of delivery, we will process the refund minus all associated shipping and return costs.