FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTIONS

問い合わせには柔軟に対応

Japanese knives draw from centuries of tradition and know-how in sculpting steel into beautifully sharp objects. In general, Japanese knives are lighter, better balanced and stay sharper longer than their European or American-made counterparts. Japanese steels are heat treated to a far higher level of hardness which results in superior edge retention.

Hand-forged knives are also hammered into thinner blade profiles, which allow for more precision and control when doing finer or more detailed knife work. Because of the harder steels, Japanese knives can be sharpened to a much finer angle, generally between 12-15 degrees, at the cutting edge, which contribute to a knife that cleanly slices through ingredients with ease.

Bolsters on European knives often extend from the top of the handle to the bottom heel of the blade, making them difficult to sharpen. Hinoki Knives have hyper-refined bolster plates that make sharpening them seamless. Once you've used a Japanese knife you will notice the difference immediately and never go back.

You can learn all about our products on their individual product pages. If you have any other questions or thoughts, let us know by emailinginfo@hinokiknives.com.

Yes, we ship to over 200 countries. Please check ourDelivery page for more information

Drop us an email atinfo@hinokiknives.comregarding existing orders, order modifications, shipping and returns related enquiries and anything else you can cook up.

There is no universal answer to this question. If you cook every day, Hinoki recommends sharpening your Black Carbon 1 blade every 6 - 7 weeks. If you cook less frequently, but at least three to four times per week, we recommend sharpening your blade every 2 - 3 months. Hinoki advocates the use of either Japanese sharpening stones with a grit of between #1000 to #1200, a ceramic honing rod.

Fear not, with minimal effort you can enjoy the many benefits carbon steel brings to the cooking experience, be it the unrivalled hardness, supreme sharpness and its ability to stay sharper for longer. Please refer to our complete guide on maintaining carbon steel,here .

Because Hinoki is based in Australia, we naturally operate in Australian Dollars and only have the ability to accept purchases in this currency. As a courtesy to our international clientele we offer the ability to browse hinoki.shop in Japanese Yen, Euro, Pound Sterling and US dollars — please note, your order will be converted and charged in AUD upon checkout.

Yes, our blades feature double or dual-bevels, meaning they employ a 50/50 symmetrical cutting angle/edge on both sides of the blades body for ease of use, no matter if your left or right handed. Our handles are also ergonomically designed, taking inspiration from our favourite drawing pencil at its top and feature a curved underbelly that grips comfortably, for both left and right handed, users at its bottom.

Hinoki insists on sourcing only new hardwoods — never recycled wood, from ethically responsible sawmills with whom we have established relationships and aligned views on sustainable forestry. The wood varieties we use take hundreds of years to fully grow and mature, out of respect for this we believe it is our responsibility to create only the finest and long-lasting products from them.

All of our scrap and waste steel is collected and returned to Hinoki’s steel supplier for re-use in new steel production. The steel and water sludge created during the hardening, grinding and polishing processes is transformed through a process where steel remnants are filtered out of the water sludge and then pressed and roasted into bars that can again be used by our steel supplier for future production.

We source all of our packaging materials from only the most reputable suppliers. The papers we use for our signature boxes and printed matter are certified by the Forest Stewardship Council (FSC). This means that they are made with, or contain, pulp that comes from FSC well-managed forests, and follows a certified chain of custody that tracks the timber through every stage in the supply chain from the forest to the final user.

Each Hinoki Blade is crafted by our collective of Master Bladesmiths who are situated in Sakai, Osaka — a locality who’s rich experience in The Art of Japanese Bladesmithing dates back centuries to the time of the samurai and is widely considered the pre-eminent manufacturing hub of the finest knives in all of Japan.

Australia is where our Master Woodworkers meticulously hand carve each wooden handle, it is where our leather goods are stitched and our protective Companion oils composed.

Hinoki is pleased to extend The Renewal Service— a guarantee of lifetime service and maintenance on each object and material in the essential range.

In addition to this all products are guaranteed by The Hinoki Lifetime Guarantee. Hinoki guarantees its knife products against manufacturing defects on all material components provided they are properly used and cared for. The Lifetime Guarantee is non-transferable and does not cover normal signs of wear and tear, naturally occurring patina, rust, damage or breakage as the result of the users poor maintenance, nor loss or theft. If the exact product is not available for replacement or repair, a knife of equal value or similar function and style to the original will be supplied to the client — free of charge.

We sincerely hope you are delighted with your Hinoki purchase, however if you are not satisfied you may return your order for a refund or exchange within 14 calendar days of purchase, for any reason.

Should you wish to make a return, please reach out to info@hinokiknives.com with your order number and the products you'd like to exchange or return, and we'll take care of the rest.

We accept: Credit and debit cards including Visa, MasterCard, American Express and PayPal.

All transactions on this site are processed using Shopify Payments. This is an online payment gateway that encrypts your card details in a secure, hosted environment.

DELIVERY

配送方法

Please note the estimated dispatch dates quoted on the product page [this can be viewed below the ‘Add to Bag’ button]. An email will be sent upon commencement of production on your product/s and will list the estimated dispatch window.

Upon completion, a shipment confirmation email will be sent featuring the tracking number for your reference.

*These dates are only indicative and do not include the delivery/transit time to your address. Dates may vary due to the handmade nature of our products. We appreciate your patience and understanding.

Free shipping on orders equal or above $150

Otherwise the shipping charge will be $9.99

Metro areas: 1 – 3 business days

Regional areas: 3 – 5 business days

Orders are sent using either Sendle or Australia Post Express which include tracking and will require a signature upon delivery.

Please note that Hinoki does not ship to P.O. Boxes.

To track an existing order, please login to your Hinoki Account, and click the tracking number listed below the product name in your order summary. Alternatively, please click the ’Track Order’ button within your shipment confirmation email.

Click here, to view our returns policy.

RETURNS

返品方法

We sincerely hope you are delighted with your Hinoki purchase, however if you are not satisfied you may return your order for a refund or exchange within 14 calendar days of purchase, for any reason.

Returned items must be unused, in perfect out of the box condition with undamaged original packaging and include the original receipt. 

Please note we are unable to accept returns on products that you have chosen to have your initials engraved with at the time of purchase. 

All products are quality checked before they are sent. 

For assistance please contact us by email at info@hinokiknives.com, ensuring to quote your original order number. 

We will respond within 24 hours with further instructions. 

Please allow up to 3 business days for your return to be processed once your return has been received. Once the return has been approved you will receive a refund confirmation email. 

Return freight will be at the buyers expense, when sending the returned items please ensure to package them well to prevent damage, take out tracking and any applicable insurance with your chosen carrier. 

If there are any problems with your order, please notify us within 48 hours of receipt of shipment. For breakage resulting from carrier transit, please keep the entirety of original item(s) as well as all packaging and packing materials for 30 days for future inspection by the carrier.

In addition to the services offered as part of Renewal on The 30 product range, all Hinoki Knives are guaranteed for the lifetime of the original owner. 

Hinoki guarantees its knife products against manufacturing defects on all material components provided they are properly used and cared for. The Lifetime Guarantee is non-transferable and does not cover normal signs of wear and tear, naturally occurring patina, rust, damage or breakage as the result of the users poor maintenance, nor loss or theft. If the exact product is not available for replacement or repair, a knife of equal value or similar function and style to the original will be supplied to the client — free of charge.

A copy of the original receipt and small handling fee may apply for all warranty and repair services. The products will first need to be sent to our headquarters in Melbourne, Australia for evaluation by the Master Servicing Team, please contact us here for further instructions.

Use this text to answer questions in as much detail as possible for your customers.

Use this text to answer questions in as much detail as possible for your customers.

TERMS & CONDITIONS + PRIVACY POLICY

商品品質保証とプライバシーポリシー

Please note we are unable to accept returns or cancellations on products that you have chosen to have engraved at the time of purchase.

As a courtesy to our international clientele we offer the ability to browse Hinoki.shop in multiple foreign currencies. Please note, all orders are converted and charged in Australian Dollars (AUD) at the time of final purchase. Our prices are detailed within the individual product listings and we reserve the right to amend our prices at any time.

Packaging and postage may be an additional charge, calculated at time of purchase in accordance with our delivery information. 

By purchasing any of our Knives, you undertake that you are aged 18 years or over.

When you order from us, we require you to provide your name, address for delivery, your email address, telephone contact and credit card details. We undertake to take due care with this information; however in providing us with such information you accept that we are not liable for its misuse due to error in transmission or virus or malware.

Once you have submitted an order, you may not cancel that order even if our acceptance or rejection of your offer is still pending. We reserve the right to cancel orders at our discretion. 

Delivery or collection of your ordered product/s will be as set out on our website. Title in the goods passes to you when we have received payment. Our terms of payment are set under payments information.

All risk of loss or damage to the goods passes to you when we despatch the goods.

Delivery times are provided as guidelines only, and do not take into account possible delays caused by payment authorisation and/or stock availability.

Where a product has been listed at the incorrect price or with incorrect descriptive information or image due to typographical error or similar oversight, we reserve the right to cancel a transaction. Where your credit card has been charged, we will immediately refund your credit card for the total amount debited.

We endeavour to ensure that our product listings are current however we give no undertaking as to the availability of any.

The responsibility for any custom duties, foreign taxes or other fees which may be imposed rest with the customer.

Should the customer refuse to pay duties and taxes held on an order applied by customs the responsibility lies with the customer to arrange for the order to be returned to Hinoki in order to receive a refund — refunds will not be issued in the case that the goods have been engraved with the customers initials.

Refunds will only be issued once return orders have been received provided they comply with our returns policy. Refunds may be deducted for any applicable shipping fees incurred with the original order. 

Please contact your local customs office more information regarding taxes and duties payable in your region.

In addition to the services offered as part of Renewal on The 30 product range, all Hinoki Knives are guaranteed for the lifetime of the original owner. 

Hinoki guarantees its knife products against manufacturing defects on all material components provided they are properly used and cared for. The Lifetime Guarantee is non-transferable and does not cover normal signs of wear and tear, naturally occurring patina, rust, damage or breakage as the result of the users poor maintenance, nor loss or theft. If the exact product is not available for replacement or repair, a knife of equal value or similar function and style to the original will be supplied to the client — free of charge.

A copy of the original receipt and small handling fee of AU$20 will be payable to Hinoki International for all warranty and repair services. The products will first need to be sent to our headquarters in Melbourne, Australia for evaluation by the Master Servicing Team, please contact us here for further instructions.

The Renewal Service is provided at Hinoki's sole discretion.

Hinoki accepts no responsibility for goods that are damaged or lost during transit or delivery to and from the Hinoki facility in which it is sent - we would therefor recommend you take insurance with the shipment carrier at the time of sending your goods to us. 

Except where otherwise stated, Companion products do not fall under the The Renewal Service or The Hinoki Lifetime Guarantee. 

In addition to the provisions of this warranty and these services, the owner may also have other rights that can vary by location and country. No other warranties are implied or expressed other than what is specifically stated here.

Hinoki Knives are extremely sharp precision instruments and should be used with only the utmost care. Use other than cutting and slicing is considered misuse and may void your warranty. Hinoki Knives are not designed and crafted to be used on very thick-skinned vegetables, bones or cutting surfaces that are not wood or plastic. Hinoki is not responsible for any injuries that may be caused from misuse. It is also your responsibility to ensure that you comply with any local and international laws that govern the use of knives, we accept no responsibility for any claims made as a result of violation of these laws or regulations. 

When you visit our website, we give you a limited licence to access and use our information for personal use.

You are permitted to download a copy of the information on this website to your computer for your personal use only provided that you do not delete or change any copyright symbol, trade mark or other proprietary notice. Your use of our content in any other way infringes our intellectual property rights.

Except as permitted under the Copyright Act 1968 (Cth), you are not permitted to copy, reproduce, republish, distribute or display any of the information on this website without our prior written permission.

The licence to access and use the information on our website does not include the right to use any data mining robots or other extraction tools. The licence also does not permit you to metatag or mirror our website without our prior written permission. We reserve the right to serve you with notice if we become aware of your metataging or mirroring of our website.

The copyright to all content on this website including applets, graphics, images, layouts and text belongs to us or we have a licence to use those materials.

Reproduction of part or all of the contents in any form of the Website is prohibited unless written authorisation has been obtained by Hinoki International. Unless otherwise noted, all materials on this Website are protected as the copyright, trademarks and/or other intellectual properties owned by Hinoki International. This includes photocopying and scanning. Contact Hinoki International for permission at info@hinokiknives.com.

Any comment, feedback, idea or suggestion (called “Comments”) which you provide to us through this website becomes our property. If in future we use your Comments in promoting our website or in any other way, we will not be liable for any similarities which may appear from such use. Furthermore, you agree that we are entitled to use your Comments for any commercial or non-commercial purpose without compensation to you or to any other person who has transmitted your Comments.

Whilst we have taken all due care in providing the information on our website, we do not provide any warranty either express or implied including without limitation warranties of title or implied warranties of merchantability or fitness for a particular purpose.

To the extent permitted by law, any condition or warranty which would otherwise be implied into these terms and conditions is excluded.

We also take all due care in ensuring that our website is free of any virus, worm, Trojan horse and/or malware, however we are not responsible for any damage to your computer system which arises in connection with your use of our website or any linked website.

By accessing our website, you agree to indemnify and hold us harmless from all claims, actions, damages, costs and expenses including legal fees arising from or in connection with your use of our website.

If a Force Majeure event causing delay continues for more than thirty (30) days, we may terminate this Agreement by giving at least seven (7) days Notice to you. “Force Majeure” means any act, circumstance or omission over which we could not reasonably have exercised control.

These terms and conditions are to be governed by and construed in accordance with the laws of Victoria and any claim made by either party against the other which in any way arises out of these terms and conditions will be heard in Victoria and you agree to submit to the jurisdiction of those Courts.

If any provision in these terms and conditions is invalid under any law the provision will be limited, narrowed, construed or altered as necessary to render it valid but only to the extent necessary to achieve such validity. If necessary the invalid provision will be deleted from these terms and conditions and the remaining provisions will remain in full force and effect.

This privacy policy is issued by Hinoki International ABN 42 457 972 766 (“we”, “our” or “us”). We view privacy as a serious matter and we strictly adhere to the Australian privacy principles under the privacy act 1988 (cth). It is important for you to understand what information we collect about you during your visit to this website and what we do with that information. your visit to this website is subject to this privacy policy and our terms and conditions.

We do not collect personally identifiable information about you, except when you provide it to us. For example, if you decide to complete a survey, you may be asked to provide certain information such as your contact information (name, e-mail address and mailing address), gender, birth date, age group and product concerns, and the brands and products you use. We do not collect sensitive personal information such as political or religious beliefs, heath status, ethnic background or sexual preference.

If you submit your personally identifiable information on this website, you are giving your consent to the collection, use and disclosure of your personal information as set forth in this privacy policy. If you would prefer that we not collect any personally identifiable information from you, please do not provide us with any such information. if you choose not to provide that information, then we will not be able to send you information we would otherwise send to you that may be of interest to you.

The information you provide may be used by us for the purpose of creating and delivering to you our catalogues, surveys, and other communications containing product information, and promotions. if you prefer not to receive e-mail communications or our catalogue.

When you visit this website or view one of our e-mails, we may use pixel tags (also called "clear" gifs) and/or similar technology to note some of the pages you visit on our website and personalize your experience. We may also use pixel tags to determine what types of e-mail your browser supports. we may use the information collected through pixel tags in combination with your personally identifiable information as set forth in this privacy policy.

We may use the information you provide in aggregate form for internal business purposes, such as generating statistics and developing marketing plans. We will not sell or rent your personally identifiable information to third parties without your consent, except as disclosed in this privacy policy.

We may collect, store or accumulate certain non-personally identifiable information concerning your use of this website, such as information regarding which of our pages are most popular. we may share or transfer such non-personally identifiable information with or to our affiliates, licensees and partners. This may include disclosure of your information to overseas recipients for the purposes disclosed in this policy. The countries where our overseas recipients are located include the United States, Canada and New Zealand.

We may disclose any information, including personally identifiable information, we deem necessary, in our sole discretion, to comply with any applicable law, regulation, legal process or governmental request.

We may place a "cookie" on your computer's hard drive so we can recognise you as a return user and personalise your experience. A cookie is a piece of data that enables us to track and target your preferences. the cookie will be stored on your computer's hard drive until you remove it. You can have your browser notify you of, or automatically reject, cookies. if you reject our cookie, you may still use our website, but you may be limited in the use of some of the features. Some of our business partners may also use cookies on our website. however, we have no access to, or control over, these cookies and do not accept any responsibility for such use.

In addition, we may use ip addresses to analyse trends, administer our website, track traffic patterns, and gather demographic information for aggregate use. except as otherwise disclosed in this privacy policy, we will not use ip addresses in combination with your personally identifiable information without your prior consent.

We may retain other companies and individuals to perform functions on our behalf. examples include data analysis firms, customer support specialists, webhosting companies, and fulfilment companies (e.g., companies that coordinate mailings). Such third parties may be provided with access to personally identifiable information needed to perform their functions, but may not use such information for any other purpose. Such third parties may also use the information collected in aggregate form for their internal business purposes, such as generating statistics for marketing materials. Please be aware that your information may be disclosed to overseas recipients for the purposes disclosed in the policy. please check here for our third party provider’s privacy policy for further information including a current list of the countries which may be involved.

This website may contain links to or from other websites. please be aware that we are not responsible for the privacy practices of other websites. this privacy policy applies only to the information we collect on this website. we encourage you to read the privacy policies of other websites you link to from our website or otherwise visit.

We implement various security measures to protect the security of your personal information, both on line and off line. Should you have any questions about our security practices, you can send an e-mail to info@hinokiknives.com.

As we continue to develop our business, we might sell certain parts of our assets. In such transactions, user information, including personally identifiable information, generally is one of the transferred business assets, and by submitting your personal information on the website you agree that your data may be transferred to such parties in these circumstances.

We may revise this privacy policy from time to time. If we decide to change our privacy policy, we will post the revised policy here. As we may make changes at any time without notifying you, we suggest that you periodically consult this privacy policy.

When you complete a feedback form or one of our surveys, you may opt-out of receiving future e-mail communications from us. you may gain access to your personally identifiable information held by us at any time on reasonable notice. You may change your e-mail preferences at any time by clicking the "unsubscribe" link at the bottom of each e-mail you receive from us or by e-mailing us at info@hinokiknives.com.

If you make a request for more detailed personal information, for example, access to information held in archives, you may incur a fee to cover the cost of retrieval and the supply of this information to you.

All requests for access to personal information will be handled as quickly as possible and we shall endeavour to process any request for access within 30 days of having received the request. Some requests for access may take longer than 30 days to process depending upon the nature of the personal information being sought.

We may be required by law to retain personal information for a period of time after you have ceased your relationship with us.

We are not always required to provide access to personal information upon request.

We have taken great measures to ensure that your visit to our website is an excellent one and that your privacy is constantly respected. If you have any questions, comments or concerns about our privacy practices, or request for access to your personally identifiable information, please contact us by e-mail at info@hinokiknives.com.

This site is owned and operated by FACTORY 14 UK ACQUISITION III LTD (11 Laura Place, Bath BA2 4BL, United Kingdom) with registration number 13539833. This is to confirm my affiliation with the website.