JAPAN KUTANI SHOP only replace items if they are defective or damaged, meaning that items are damaged when receiving or turn out defective within 10 days of arrival. Please be advised that this does not include unavoidable abrasion from manufacturing process or delivery.
Arrival date will be recorded in our system when you sign for delivery. If you contact us after 10 days, there is no way for us to make sure if items are damaged or defective as at delivery or they turn into the condition due to the way you use. Therefore, those requests issued after a week of arrival will be invalid.
If you wish to exchange it for the same item, contact us through our web form or send us an email at firstname.lastname@example.org with pictures that show the issue. Once we confirm the condition of items, we will provide what you wish, either refund or exchange. Please note that we might only be able to refund you if by any chance items cannot be prepared as they are discontinued or pending.
Shipping costs that are charged to return and redeliver will be covered by us if products are defective or wrong.