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🎌 🌸 🍡 So sweet! So kawaii Japanese Products now back on stock Explore now!!

FAQ (Häufige Fragen)

Which payment method do you offer to customers?

At NikanKitchen.com there are many ways you can pay for your orders. Following payment methods are available at NikanKitchen.com For credit card payment, you can use either via PayPal or Klarna directly without any PayPal or Klarna account.

Order was not successful but payment was made. What should I do?
Klarna

When an error occurs with Klarna payment during checkout, the payment is first booked and kept by Klarna. The payment is, however, reversed in case error occurs during checkout. No need to worry about payment. The booked payment is returned to your account automatically.

PayPal

When an error occurs with PayPal payment during checkout, the payment is first booked by Klarna. The payment is not automaticallyt reversed in case error occurs during checkout. Please contact us for help and send us the PayPal payment confirmation (transaction id/code) so that we can check in our order system directly. We rebook your payment in case there is no order given to us.

I have a gift card but there is no payment option for gift card.

The gift card should first need to be granted as Reward-Points. Then you can redeem the reward-points for your order any time. Please contact us for redeeming your gift card.

What is the shelf life of products?

We do our very best to offer our customers all products with the longest possible shelf life. Strongly depending on products, the actaul shelf live varies. Alcohol products like Mirin, Sake und Soju and frozen items are normally for many years. Drinks have also relatively a long shelf life for approx 3 - 6 months. The snacks have basically not so long shelf life when they are imported in Germany. Usually the snacks have about 3 to 6 month shelf life afer the production in Korea and Japan. On the top, the transport + import process takes usually longer than 2-3 months. The snacks from Japan are especially even shorter shelf life. This results sometimes as short as about 1-3 month shelf life when the goods are back in our stock.

We know that the shelf life time is an important information for our customers. Therefore, We make this information highly transparent to help our customers when shopping with us. On our shop, you can find the shelf life of all products on the product page. In case the shelf life time is short than 30 days before expiry, this information is shown in cart so that you can check how much time the products have before it expires. Followings are an example of shelf life for Kimchi product on the product page as well as the cart.









We strongly recommend to check the shelf life for your wished items before making a purchase to make sure you have enough time for your consumption.

Dry items

Dry items have relatively longer shelf life from 1 year to 2 years. Snacks are however relatively short shelf like. it can be as short as 1 month. Especially the Japanese snacks have short shelf life. Please make sure that you check the shelf life information on the product page.

Fresh and frozen items

Fresh items such as Kimchi are relatively short of shelf life as you can expect It depends on products but normally less than 1 - 2 months. Frozen items have relatively longer shelf life from 1 year to 2 years.

Drinks

Drinks have relatively longer shelf life from 1 year to 2 years. However, the Japanese drinks have short shelf life. Please make sure that you check the shelf life information on the product page.

Alcoholcontained items

Alcohol contained items such mirin or sake are relatively long of shelf life with 2 year to 3 years after they are back in stock.

What is "ZEEO-WASTE" item?

Some sales offer products have relatively short dhelf life with large discount up to 70 percent. With the concept "We are still good" we try to save food with system. Food rescue: On the way to "Zero Waste". The "We are still good" products are an offer from us to save food. But, of course, the decision is up to customers whether to buy these products just before the best before date with the low price and considering the delivery time. Please make sure that you check the shelf life information on the product page.

Fresh/Frozen items delivery.

Shipping refrigeration was our biggest obstacle. Maintaining the cold chain to ensure maximum freshness was our biggest concern. The difficulty was to use an effective and at the same time sustainable shipping packaging. We want to do our part to protect the environment. Currenlty we are suing styrofoam containers but soon we send all our fresh and frozen items with a sustainable shipping container based on cellulose fiber.

Return/send back cooling batteries?

Unfortunately, we cannot reuse cooling batteries for hygienic reasons, so you can reuse or dispose of the batteries yourself. Before you dispose of the accumulators, please think about the environment. Maybe you can use them yourself for transportation for food after your shopping.

Dry ice came into consideration for us only briefly

We decided against it because your health and the health of your fellow human beings is important to us. Dry ice must evaporate. This means that the dry ice has to evaporate either on the balcony, the terrace, in the garden or in a sink. A potential source of danger for children, carelessness and animals. We would like to protect you from this. Therefore, we send frozen items with ice gels. They keep the temperature within the isobox around 0 degree till 48 hours. Thefore, frozen items are sometimes defrost delivered. Please make sure that you are aware of this condition.

How high are the shipping costs?
Germany
DPD

For each order with DPD as our shipping partner, we charge shipping costs of EUR 4.99 for delivery. From an order value of 60 Euro there are no shipping costs.

Orders to parcel stations and on islands are excluded from delivery with DPD.

DHL

For each order with DHL as our shipping partner, we charge a flat shipping cost of 5.99 euros for delivery. Shipping is free from 60 Euro.

Orders to parcel stations and on islands are excluded from delivery with DPD.

UPS

For each order with UPS as our shipping partner, we charge a flat shipping cost of 7.99 euros for delivery. Shipping from 60 Euro is only 3.99 Euro.

Other countries

For delivery to foreign countries we charge from 9.90 euros depending on the country. For more information please check our shipping cost.

Can I pick up my order directly in Berlin?

Unfortunately, we do not offer warehouse pickups. The reason is that our warehouse does not offer any retail space. However, we can arrange collection by appointment. Please communicate with our customer service.

I would like to receive my package delivery on the exact day.

We would be happy to meet your request for a delivery to the exact day. Unfortunately, our internal processes do not allow us to determine this precisely.
I'll explain to you briefly how this happens. As soon as we receive your order, it is automatically sent to the screen of one of our packing stations. Our packers see your order, collect the ordered products and prepare your package for the shipping service provider. As a rule, the shipping service provider will pick up your package within 24 hours and bring it to you. Depending on the time of day you order and where you live, this process can mean that the shipping time can vary. Unfortunately, we cannot influence the delivery exactly.

Where can I find the tracking number for my package?

If you are shipping with DPD, you can see the status of your package here: DPD shipment tracking

If you are shipping with DHL, you can see the status of your package here: DHL shipment tracking

If you are shipping with UPS, you can see the status of your package here: UPS shipment tracking

I have received my parcel but wrong items are delivered.

It could be a system errro on our side. In order for us to proceed the case quickly. complete and comprehensive documentation is therefore essential. Please provide us with the following information:

  1. photos of the internal packaging
  2. photos of the external packaging
  3. descriptions of the wrong item(s)

In order to process your case quickly, you must provide us ([email protected], phone: +49 (0) 30 8096 2282) with the above information.

I have received my parcel but some or all items are damaged delivered during transportation.

Despite use of good packaging, and the efforts of everyone involved to always provide you with goods in perfect condition. Transport damage can unfortunately still occur. It is therefore extremely important that you inspect your goods for damage when received. Where possible document any damage found and record this in the transport/shipping documents. This is absolutely vital for later regulation of any issues. Should any product received by you suffer from transport damage, please inform us soon as you dicover it. We require the following information/papers:

Obvious transport damage

Examples: Carton torn or severely dented, parts of the equipment protruding out of the packaging. What to do in these cases: Record the type of damage (e.g. packaging defective) on the consignment note and have the delivery driver confirm this by signing it. If the driver refuses to sign it, make your notes anyway and add the text: "Driver's signature missing, as refused to sign". If you are at all unsure: Rather than accepting a damaged delivery which you suspect you may be liable for, simply refuse delivery and let us know about the damage. If a driver refuses to grant you delivery if you wish to record the damage (i.e. insisting on a signature without any damage notes or no delivery), simply refuse to accept the delivery and let us know as soon as you can. We will then organise return of any refused delivery for you in collaboration with the haulage/transport company of our choosing. We also organise pick-up of products damaged in transit. Of course, we will always contact you to coordinate this.

Hidden transport damage

Examples: Box or pallet appears undamaged externally, but damage is detected when opening the delivery packaging. Unlike obvious transport damage, the goods were accepted "against clean receipt". No damage was made clear to or recorded by the carrier. The burden of proof against the carrier therefore lies between sender and recipient. In such cases, complete and comprehensive documentation is therefore essential. Please provide following the following information:

  1. photos of the internal packaging
  2. photos of the external packaging
  3. photos of the damaged sections
  4. descriptions of the damage

In addition to this, any such damage must be reported to us within 10 days of receipt. Once these 10 days have elapsed, the carrier/courier and any insurance will assume that the goods have been delivered satisfactorily and that any damage can now no longer be settled.

In order to process your case quickly, you must provide us ([email protected], phone: +49 (0) 30 8096 2282) with the above information.

Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving a reason.

The cancellation period is fourteen days from the day on which you or a third party named by you who is not the carrier took possession of the last goods.

In order to exercise your right of withdrawal, you must inform us (AGENO & COMPANY - Inh. K.Ageno, Anna-Maria-Müller-Str. 19, 13053 Berlin, Germany, [email protected], Phone: +49 (0) 30 8096 2282 by means of a clear statement (e.g. a letter sent by post, fax or e-mail) of your decision to withdraw from this contract. You can use the attached sample Use the withdrawal form, but it is not mandatory.

You can also electronically fill in and submit the model cancellation form or other clear statement on our website www.nikanktichen.com. If you make use of this option, we will immediately (e.g. by email) send you confirmation of receipt of such a revocation.

To meet the cancellation deadline, it is sufficient for you to send the communication regarding the exercise of the right of cancellation before the cancellation period has expired.

Consequences of revocation

If you withdraw from this contract, we will owe you all payments we have received from you, including delivery costs (except for additional costs resulting from your choosing a different type of delivery than that offered by us, have chosen the cheapest standard delivery) immediately and at the latest within fourteen days from the day on which we received the notification of your cancellation of this contract. For this repayment, we use the same means of payment that you used in the original transaction, unless something else was expressly agreed with you; under no circumstances will you be charged fees for this repayment. We may refuse repayment until we have received the returned goods or until you have provided proof that you have returned the goods, whichever is earlier.

Return

You must return or hand over the goods to us immediately and in any case no later than fourteen days from the day on which you inform us of the cancellation of this contract. The deadline is met if you send back the goods before the period of fourteen days has expired. You bear the direct costs of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Perishable goods (such as fresh and frozen goods) are exempt from this rule. As these are perishable goods, deliveries that have already been sent cannot be refunded.

Sample withdrawal form

(If you want to revoke the contract, please fill out this form and send it back.)

– To AGENO & COMPANY - owner K.Ageno, Anna-Maria-Müller-Str. 19, 13053 Berlin, [email protected], Germany

– I/we (*) hereby revoke the contract concluded by me/us (*) for the purchase of the following goods (*)/the provision of the following service (*)

- Ordered on (*)/received on (*)

- Name of consumer(s)

- Address of consumer(s)

- Signature of the consumer(s) (only if notified on paper)

- Date

(*) Delete where not applicable.

I registered for NikanKitchen but can't log in. What should I do?

Before you login, your account must be verified for security. The verification is done via the verification link we send to you via email. When youclick the verfication link in the verificaiton email, your account is fully accessible. Please check if you receive the verification email after sign up. Sometimes it is landed in the spam folder. So, please check you spam folder as well. In this case you haven't receive the verification email, please contact us at [email protected]. We will check your regisgration and send the verification email again.

I registered for NikanKitchen but haven't received any confirmation email. What should I do?

In general the registration verfication is sent right after you register but some cases it doesn't happen due to a technical issue. In this case, please contact us at [email protected]. We will check your regisgration and send the verification email again.

I forgot to redeem Reward-Points or coupon.

Unfortunately, the code or the reward-points cannot be added to your order afterwards. We are sorry for that.

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