FAQ Page
Frequently Asked Questions
Everything you need to know about JIKAN products, shipping, and our artisan makers.
About JIKAN
What is JIKAN?
JIKAN (時間 - "time" in Japanese) is a curated collection of artisan Japanese scents and wellness products. We partner with makers on Awaji Island and in Kyoto who've dedicated their lives to traditional craft.
Where are products made?
All products are made in Japan by artisan makers:
- Incense: Awaji Island (Japan's incense capital for 400+ years)
- Tea: Kyoto region tea masters
- Soap: Traditional Japanese soap makers
- Holders: Japanese ceramic artisans
Why only 7 products?
We believe in curation over quantity. Each product is hand-selected for heritage, quality, and ritual purpose. Not everything makes the cut—only what we'd use ourselves.
Are products natural?
Yes. All incense uses natural ingredients with no synthetic fragrances. Tea is organic and ceremonial grade. Soap uses traditional Japanese persimmon tannin (kakishibu). No harsh chemicals or artificial additives.
Products & Use
How do I use incense?
- Light the tip of the incense stick
- Let the flame catch (3-5 seconds)
- Blow out gently—you should see a glowing ember
- Place in incense holder
- One stick burns 25-30 minutes
Keep away from drafts and flammable materials. Never leave burning incense unattended.
How do I prepare matcha?
Traditional method:
- Sift 1-2 tsp matcha into bowl
- Add 60-80ml hot water (80°C, not boiling)
- Whisk in "W" motion with bamboo whisk until frothy
- Drink slowly from the bowl
Modern method: Add to smoothies, lattes, or baking. But we recommend trying the traditional way at least once—it's a ritual, not just a drink.
How do I brew hojicha?
Steep one tea bag in 200ml hot water (90-95°C) for 3-5 minutes. The longer you steep, the deeper the roasted flavor. No milk or sugar needed.
Is hojicha caffeinated?
Hojicha has minimal caffeine due to the high-temperature roasting process. It's perfect for evening without disrupting sleep.
Can I use persimmon soap on my face?
Yes. It's gentle enough for both face and body. The natural persimmon tannin is purifying without being harsh.
What does persimmon soap smell like?
Earthy, subtle, grounding. Not sweet like the fruit—more like traditional Japanese bathhouses. It's a natural, calming scent that fades quickly after rinsing.
Do I need a special holder for incense?
Not required, but highly recommended. Our Ceramic Incense Holder catches all ash, protects surfaces from heat, and looks beautiful. You can also use any heat-safe dish filled with sand or rice.
Ordering & Shipping
Do you ship internationally?
Currently Australia only. International shipping coming in 2026.
How much is shipping?
- Orders over $75: FREE shipping
- Orders under $75: $10 flat rate
How long does shipping take?
1-2 business days processing + 3-7 business days delivery via Australia Post.
Do you offer express shipping?
Not currently. Standard Australia Post only.
Can I track my order?
Yes. You'll receive tracking information via email once your order ships.
My package hasn't arrived. What do I do?
Check your tracking first. If it shows delivered but you haven't received it, contact Australia Post. If tracking shows an issue, email us at hello@jikan.au and we'll help resolve it.
Returns & Exchanges
Can I return products?
Yes, but only unopened, unused products within 14 days of delivery. Due to hygiene (incense, tea, soap), we cannot accept returns on opened items.
How do I return something?
Email hello@jikan.au within 14 days with your order number and reason for return. We'll provide return instructions.
Who pays for return shipping?
Customer pays return shipping for change-of-mind returns. We cover return shipping if item arrived damaged or incorrect.
Do you offer exchanges?
Not directly. Please return for refund, then place a new order for your preferred product.
What if my item arrived damaged?
Email hello@jikan.au within 48 hours with photos. We'll arrange replacement or full refund immediately (including return shipping).
Product Availability
Are quantities limited?
Yes. We work with small-batch artisan makers. First run is 30 units per product. When sold out, we reorder from Japan (2-3 week wait).
Can I backorder if sold out?
Yes. You can still place an order. We'll notify you of the extended timeline and ship once restocked.
Will you add more products?
Possibly. We're always researching new artisan makers. But we'll never sacrifice quality for quantity. Follow us on Instagram @jikan.au for updates.
Wholesale & Partnerships
Do you offer wholesale?
We're considering wholesale partnerships for cafes, wellness studios, and boutique retailers. Email hello@jikan.au with details about your business.
Can I collaborate with JIKAN?
We're open to authentic collaborations that align with our values (slow living, Japanese aesthetics, artisan craft). Email hello@jikan.au with your proposal.
Care & Storage
How do I store incense?
Keep in original packaging or airtight container. Store in cool, dry place away from direct sunlight. Properly stored incense lasts years.
How do I store matcha?
Keep sealed in original tin. Store in refrigerator after opening for maximum freshness. Use within 2-3 months of opening for best flavor.
Does hojicha expire?
Tea is best within 12 months of packaging date. It won't "expire" but flavor fades over time. Store in cool, dry place.
How long does soap last?
Persimmon soap lasts 2-3 years when stored properly. Keep dry between uses to extend life.
Contact & Support
How do I contact JIKAN?
Email: hello@jikan.au
We respond within 24 hours (usually faster).
Do you have a physical store?
Not currently. Online only. Based in Melbourne, Australia.
Can I visit your studio?
We don't have a public studio. All orders ship from our Melbourne location.
Still Have Questions?
Email us at hello@jikan.au
We read every message and respond within 24 hours.
JIKAN (時間)
Melbourne, Australia → Japan