Frequently asked questions

Please contact us by phone, via the official Touko LINE account, or via this inquiry form within 7 days of delivery. We will accept returns or exchanges, but we will cover the shipping costs. Please note that we cannot accept returns or exchanges unless the product is defective.

The fine cracks that appear in the glaze of ceramics are called "crazing." This pattern is created by the difference in the degree of shrinkage between the clay and the glaze when it cools after firing. Because it is not a fissure like a crack, liquids will not penetrate into the clay. Please enjoy it as one of the unique features of the piece.

Air or organic matter remaining in the clay during bisque firing may remain as small holes (pinholes) during firing.
We inspect the pieces when they arrive at our store, but small pinholes that do not cause any problems when using the piece are considered to be in good condition as they reflect the character of the piece.

When pottery is fired, the iron originally contained in the clay oxidizes and may appear as black dots on the surface. As there are many artists and kilns that use iron powder to create a unique look for their pottery, we generally treat these as good quality items.

The glaze that gives each piece its color is applied by hand. As a result, the thickness may not be uniform. Since unevenness in the glaze has long been appreciated as part of the vessel's scenery, we generally treat these items as of good quality.

Most of the pieces we carry are carefully hand-painted by our potters. The finished product will vary depending on the thickness of the paint, the temperature and climate during firing, etc., so we generally treat them as good quality items.

Many of our pottery pieces are made on a potter's wheel, by hand, or by molding. Because they are all made by hand using traditional methods, they are often not perfectly symmetrical, have different heights, and have individual characteristics. We see these as an expression of the pottery, and therefore generally treat them as quality products.

Just like distortion in the molding process, there are individual differences in the height and thickness of the base. Anything that is significantly wobbly during inspection is deemed a defective product, but anything that is slightly wobbly is considered a good product. If you are concerned about the wobbling, you can use a whetstone or sandpaper to grind down the base to make the vessel more stable.

Cracks and chips that may affect the quality of the product are treated as defective items upon arrival. However, cracks and chips that are considered to be part of the expression of the pottery and that do not appear to affect the quality or strength of the product are treated as non-defective items.