Our products are hand-made by skilled, professional artisans. As a result, each product is entirely unique and will have slight individual differences. If a product you have received is damaged or defective, or is different from the product that you ordered, we may exchange the product or provide a refund under the following conditions:
1. Please submit an enquiry form by email within 14 days of receiving the product(s). Provide details of the order and any damage to the product. If you received an incorrect product, please provide details.
2. We will require a completed refund (or product return) / exchange form, accompanied with the packing slip which you received with the product(s).
3. Return any damaged, defective, or incorrect products back to the designated address, or follow the instructions of our customer support center.
If you require any further information, please contact our customer support center via email. Please understand that we do not accept product returns or requests for exchange or refund in circumstances other than those mentioned in this policy.
The following are examples of cases in which we cannot exchange a product:
- ・Used or washed products
- ・Products which have been damaged after delivery to the purchaser.
- ・Products which have been altered by the purchaser
- ・Products which are incomplete or not in their original packaging (including lost boxes, labels, and other items attached to the product, etc.).