FAQs
Q: Do you have a physical store location? A: No, we are an online-only store based in Melbourne, Australia. We do not have a shopfront.
Q: Can I change my online order after placing it? A: If your order has not yet been packed or dispatched, we will do our best to accommodate changes. Please contact us as soon as possible with your order number. We are not able to change your order once the order has been dispatched.
Q: When will I receive my order? A: Orders are dispatched every Monday, Wednesday and Friday unless public holiday. Delivery times vary depending on your location and the postage option you choose. Regular Post usually takes 3–7 business days within Australia, while Express Post is faster.
Q: Do you offer Click & Collect? A: No, we are an online shop. Pick up is only available on request. Please contact us if you want to order a particular item for pick up before placing an order. Payment will need to be made at pick up.
Q: Do you send orders overseas? A: At present, we only ship within Australia. Contact us if you want to order from overseas. We will get back to you and provide you with a quote which includes shipping costs.
Q: What is your returns and exchange policy? A: We offer exchanges or store vouchers for change of mind (within our stated time frame – see Terms and Conditions) but do not provide refunds unless the item is faulty or damaged. Please see our Returns and Refunds Policy for full details.
Q: Do you sell gift vouchers? A: Yes. We offer digital gift vouchers that can be emailed to the recipient.We do not send offer physical gift cards or hard copies.
Q: Do gift vouchers expire? A: Yes, gift vouchers expire 3 years after the purchase date. We are not able to extend this expiry date or re-issue expired gift vouchers under any circumstance.
Q: Can I refund a gift voucher? A: Gift vouchers are non-refundable, and cannot be exchanged for cash, nor can any partial balance remaining be exchanged for cash.
Q: How long will my Ikebana arrangement last? A: This depends on the plant material used. Fresh flowers typically last 3–7 days; other plants typically lasts 7-14 days – sometimes even longer, dry arrangements last much longer.
Specific Questions regarding our products:
Kenzans
Q: What is a Kenzan? A: Kenzan (剣山) – The Heart of Traditional Ikebana The Kenzan (剣山), literally meaning “sword mountain” in Japanese, is an essential tool in traditional Ikebana flower arranging. Its name comes from the sharp metal pins that stand upright from a weighted base, resembling a miniature forest of swords. In English, it is often referred to as a “floral frog” or “pin frog”. Made in Japan, the Kenzan is designed for stability and precision. Its weighted metal base holds firmly in shallow bowls, while the pins allow flowers, stems, and branches to be positioned at almost any angle. This makes it ideal for both classical Ikebana arrangements and modern floral designs. The Kenzan was first developed in Japan in the early 20th century during the rise of the Moribana style, which emphasized natural, low, and expansive arrangements in shallow vessels. Before its invention, florists and Ikebana artists often used bundles of twigs or straw to secure stems. The Kenzan transformed the art form by providing unmatched support and creative flexibility. To use, stems are gently pressed onto the pins, which anchor them securely while allowing water to nourish the flowers directly. Unlike Oasis floral foam, which contains non-biodegradable microplastics, a Kenzan is completely reusable and exceptionally durable—often lasting for decades. With simple care, it can serve as a lifelong floral tool. Whether in traditional Japanese settings or contemporary flower art, the Kenzan remains a symbol of precision, elegance, and harmony with nature.
Q: How do I clean my vase or Kenzan? A: Use mild soap and water. Avoid harsh chemicals. For Kenzans, you can also use a small brush to remove plant residue from the pins.
Q: How do I use a ceramic Kenzan? A: Place the Kenzan in the base of your vase or container, secure stems by pressing them onto the pins, and fill with fresh water.
Q: Why does my kenzan make the water look milky or leave a powder-like residue? A: This is very common with authentic Japanese kenzan and nothing to worry about. The pins are made of brass (黃銅) and the base is lead (鉛). When the kenzan is new, or after sitting in water for some time, tiny surface particles can naturally react with water, creating a whitish or cloudy appearance. This residue is completely harmless to both plants and people and does not affect the flowers, nor the performance or longevity of the kenzan. How to reduce it: Rinse the kenzan before first use to remove any fine powder from manufacturing. Change the water regularly (daily in summer) to keep arrangements fresh. Dry the kenzan after use to minimise oxidation and extend its life. If needed, gently scrub with a soft brush to remove any build-up. This is simply part of the natural character of genuine brass-and-lead kenzan, trusted by ikebana artists worldwide for their durability and precision.