We JAPAN KUTANI SHOP only replace items if they are defective or damaged, meaning that items are damaged when received or turn out defective within 30 days of arrival. Please be advised that this does not include unavoidable abrasion from the manufacturing process or delivery.
The arrival date will be recorded in our system when you sign for delivery. If you contact us after 30 days, there is no way for us to make sure if items are damaged or defective as at delivery or if they turn into the condition due to the way you use them. Therefore, those requests issued after 30 days of arrival will be invalid.
If you would like to exchange it for the same item, please get in touch with our Concierge Team with pictures that show the issue. Once we confirm the condition of the items, we will send you what you wish, either a refund or an 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.
Concierge Team: info@kutaniware.com