Refund policy
Overview
At Nokaze, we want you to love your own pottery. We will try our best to help you all out should you have any trouble or unpleasant moment.
1. Cancellation
In-stock items
If your order has not been shipped yet, you can cancel the order and get a full refund in a while. If you wish to cancel, please contact us as soon as possible.
If your order has already been shipped, you are not able to cancel it any more, yet you can return your items instead. Please confirm below.
Made-to-order items
For Made-to-order items, cancellations are accepted only before the artist begins the production process. Once production has started, we are unable to accept any cancellations. Each piece is an authentic, one-of-a-kind creation crafted with heart and soul just for you. We hope you look forward to its arrival.
We send an email when artisan start to produce.
Email：Your one-of-a-kind piece is now being crafted! / あなただけの一点ものの制作が始まりました
Thank you for purchasing japanese pottery on our website.
The creation of your one-of-a-kind item has officially begun!
We hope you are as excited as we are. Please look forward to the arrival of a piece made specifically for you.
Please note that as the artist has now begun the production process, we are no longer able to accept any cancellations.
For more details, please refer to our [Cancel & Refund Policy].
A Note on the Beauty of Japanese Pottery: "Keshiki"
In Japanese pottery, every single item has a slightly different pattern and character. In Japan, we call these unique variations "Keshiki" (which translates to "scenery").
While the item you receive may differ slightly from the product photos, please remember that it is your very own original "scenery" — a special, one-of-a-kind treasure that exists nowhere else in the world. We hope you will cherish your unique piece.
2. Return Eligibility
We accept returns within 30 days of delivery for eligible items, subject to the conditions below. Once we ship orders, the date will be recorded in our system. If 30 days have passed after delivery, unfortunately we cannot offer you any refund or exchange.
Unfortunately, your original shipping cost and custom duty,VAT,etc cannot be refunded unless the return was caused by our error.
Please check Return or Refund section below.
Eligible for Return
- Item is unused and in its original condition
- Item is in its original packaging (including any protective wrapping or box)
- Return request is submitted within 30 days of the delivery date
Not Eligible for Return
- Made-to-order items — Because these pieces are created specifically for you by the artisan, they cannot be returned or cancelled once production has begun.
- Items showing signs of use, washing, or damage caused by the buyer
- Items returned without prior authorization from Nokaze
- Items returned more than 30 days after delivery
3. How to Request a Return
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Email within 30 days of receiving your order Email：info.global@kyoto-nokaze.com
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Include your order number, the item(s) you wish to return, and the reason for the return
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Attach clear photos of the item(s) in their current condition
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Our team will review your request and respond within 5 business days with a Return Merchandise Authorization (RMA) number and return instructions
Do not ship items back before receiving an RMA number. Returns sent without prior authorization may not be accepted.
4. Return Shipping
- Return shipping costs are the responsibility of the buyer. We do not provide prepaid return labels for non-defective items unless the return was caused by our error.
- Items must be returned to our warehouse in Japan via a trackable shipping method.
- We strongly recommend purchasing shipping insurance for high-value items. Nokaze is not responsible for items lost or damaged in return transit.
5. Refunds
Once we receive and inspect the returned item, we will notify you by email.
| Outcome | Refund |
|---|---|
| Item received in original condition | Full product price refunded |
| Item shows signs of use or minor damage | Partial refund or refund declined at our discretion |
| Item not returned in original packaging | Partial refund or refund declined at our discretion |
Please note that your original shipping cost and custom duty,VAT,etc cannot be refunded unless the return was caused by our error. Refunds are issued to your original payment method within 7–10 business days of return approval.
If it is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. For example, if your original payment is done with credit/debit card, it will take up to 30 days. If you use PayPal, you will receive your refund within 5 working days.
For orders shipped to DDP countries;, all customs duties and import taxes are already included in the total amount paid (Delivered Duty Paid). In the case of a refund, we will return the full amount you paid, including these duties and taxes.
For orders shipped to DDU countries, customs duties, import taxes, and other local charges may apply depending on the destination country. Please note that these fees are non-refundable, as they are collected by local customs authorities and not by Nokaze.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
6. Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 10 days of delivery:
- Email with your order number Email：info.global@kyoto-nokaze.com
- Attach clear photos showing the damage (item and packaging)
We take packaging quality very seriously. In the rare event of transit damage, we will work with you to resolve the issue promptly.
7. Exchange
Since every piece is one-of-a-kind, we are unable to offer exchanges. If an issue occurs, the order will be cancelled and refunded instead. Please understand that this uniqueness is a fundamental characteristic of authentic Japanese pottery.
8. Contact
For return and refund inquiries: We aim to respond to all inquiries within 5 business days.
Email：info.global@kyoto-nokaze.com