FAQ

Please read this before purchasing

Here we provide important notes regarding YUGOC products, as well as points to keep in mind when bringing them back to Japan. All products handled by YUGOC are natural foods and traditional foods, so they may require different handling from mass-produced products sold in supermarkets. If you are considering purchasing YUGOC products, please be sure to read the FAQ below.

Returns and refunds are not available after returning home

We sincerely apologize. We are unable to accept returns or refunds after you have returned to your home country for any reason.

Exchanges due to incorrect items in your order (for example, if you bought a 3-type honey set but received 2 of the same kind) as well as damage or leakage present from the time of purchase can only be handled within Vietnam.
In addition, this applies only to products purchased through the official website (this site).

If you find honey damaged inside your suitcase

We sincerely regret that we cannot offer returns or refunds after you have returned to Japan.

・During air transportation, luggage is constantly exposed to vibration, and there may also be heavy shaking beyond our expectations due to bad weather or turbulence.
・Airline staff may handle checked baggage quite roughly, and it is difficult for us to predict the extent of such handling.

Airlines have their own compensation systems, so if damage occurs, please contact the airline you used. *Using fragile stickers / “this side up” labels, placing the item in the center of your suitcase or cardboard box, and removing empty spaces can be effective.

When bringing it back to Japan as a souvenir

Question: Can I bring raw honey back to Japan?

Answer: Yes, you can. Please check it in as checked baggage at the airport.

Question: If I bring it back to Japan, can I carry raw honey onto the plane?

Answer: Since raw honey is a liquid, it cannot be carried onto the plane. Please be sure to check it in as checked baggage.

Question: I brought it back to Japan, but the honey jar was broken. What caused it?

Answer: We sincerely apologize. If you purchased the 3-jar gift box set, the jars inside may occasionally collide with each other due to repeated strong shaking during checked baggage handling on the plane or rough handling by airline staff, which may result in breakage. We would appreciate it if you could place the product as close to the center of your bag (suitcase) as possible and protect it from impact.

Question: If the jar is damaged after bringing it back to Japan, can I get a return or refund?

Answer: We sincerely apologize. We do not accept returns or refunds after you have returned to Japan.

About Raw Honey

Question: There is white foam floating on top. Is it okay?

Answer: Because we keep the sweetness at a level that makes it easy to consume raw, white foam may appear on the top. However, this does not affect the taste or quality. If it concerns you, please remove the foam with a spoon before consuming.

Question: After returning home, I checked the honey and about one-third of the bottle had turned white like beer

Answer: If shaken strongly up and down, the moisture contained in the honey may turn into foam and rise to the top, so please be careful. If a large amount of foam appears, leaving it for several hours to one day will gradually reduce the foam. There is no problem with the taste or quality.

Question: The best-before date has passed. Should I throw it away?

Answer: Honey is originally a food that does not really expire. However, if it is opened and closed many times, or if honey is repeatedly scooped with a spoon or fingers, spoilage may gradually begin. We set a best-before period of 2 years, but if the taste is fine, it can last around 5 years.

Question: I tried the honey after a long time, and it tasted a little sour. Is it okay?

Answer: If stored in a humid place, the sugar concentration may gradually decrease and fermentation may begin. It is fine to use it for cooking with heat, but please consume it as soon as possible.

Question: What is the difference between heated and unheated honey?

Answer: In Japan, most honey commonly available is heated. In the honey industry, heated honey is sometimes sarcastically called “sugar that tastes like honey,” because the rich nutrients contained in honey are lost through heating.

Question: I bought the same product from YUGOC before, but this time it tastes different

Answer: Because the degree of ripening differs depending on the harvest period and storage period, it is difficult to sell exactly the same taste throughout the year.

About Retail Stores

Question: I would like to see the products in person before buying. Are there any stores?

Answer: There are several stores in Ho Chi Minh City that sell YUGOC products on our behalf. Please see the “Stores Carrying Our Products” page for details.

Question: Why don’t I see them in most souvenir shops?

Answer: We would actually like many souvenir shops to carry them, but in Vietnam copying is common. As soon as a shop judges a product will sell, it may start sourcing and selling counterfeit or low-quality products of unknown origin. For that reason, we limit sales to trusted stores only.

Question: I bought it at a retail store, but it was a little more expensive than online.

Answer: That is correct. Retail stores are about 10% to 20% more expensive than online. If you would like to shop as cheaply as possible, please purchase online.

Question: Do retail stores not carry all YUGOC products?

Answer: Storage space is limited, so the products carried differ depending on the store. For other items, please purchase online.

About Delivery from the Online Shop

Question: Is it possible to leave it at the hotel?

Answer: Yes. In principle, purchases made through the online shop are left at the hotel reception. However, depending on the hotel, it may not be possible to leave payment there, so we recommend online payment by credit card.

Question: In Vietnam, tips are often needed for many things. Should I tip the delivery driver as well?

Answer: No. We have already paid the delivery driver, so please do not give tips. If you are asked for a tip, you do not need to pay it.

Question: Please tell me the payment currency

Answer: In principle, payment should be made in Vietnamese dong. If you wish to pay in Japanese yen, please contact us in advance. Exchange rates are updated regularly.

About Macadamia Nuts

Question: The shell is very hard. How do I open it?

Answer: Please use the metal tool included in the bag. Insert the tool into the slit of the nut and rotate it using leverage to easily open the shell.

Question: How many should I eat per day for good health?

Answer: Please use 5 to 10 nuts per day as a guideline.

Question: I would like to buy YUGOC’s macadamia nuts in Japan as well. Can I buy them from the online shop?

Answer: They are scheduled to go on sale soon. Please wait a little longer.

About Palm Sugar

Question: What is different from palm sugar sold in other stores?

Answer: YUGOC sources palm sugar in partnership with a farm in the Mekong Delta that specializes in palm sugar production. The size and shape are specially produced to our specifications, and since it is intended to be eaten as a sweet snack as is, it has a lighter taste with less sweetness than usual.

About Alcohol

Question: Please tell me the characteristics of YUGOC’s alcohol products?

Answer: Compared with Japanese alcohol, Vietnamese local liquor and liqueurs generally have a high alcohol content, averaging around 40%. At YUGOC, we remake and sell them with an alcohol content of 8% to 25% to suit the needs of Japanese travelers. We also offer products such as dragon fruit liquor and coconut liquor that can only be purchased in specialty production areas.