退款政策

 Last updated: September 30, 2025

Thank you for shopping with us. If you are not entirely satisfied with your purchase, we are here to help.

1. Return Period

We accept return requests within the following timeframes:

  • EU Countries (France, Germany, Denmark): within 14 calendar days of delivery
  • United Kingdom: within 14 calendar days of delivery
  • Taiwan: within 14 calendar days of delivery

Returns must be initiated within the specified period and must meet the conditions outlined below.

 

2. Return Conditions

To be eligible for a return:

  • The item must be unused and in its original condition
  • The item must be returned in its original packaging, including all internal cushioning, manuals, and labels
  • The item must be carefully packed to prevent breakage during return shipping
  • You must provide proof of purchase (order number or receipt)

 Important: Ceramic and pottery items are fragile. We reserve the right to refuse refunds if returned items arrive damaged due to inadequate packaging by the customer. Please pack all return items carefully.

 

3. Items Not Eligible for Return

We cannot accept returns or exchanges for the following:

  • Used or damaged items caused by customer mishandling
  • Items returned without the original packaging or protective cushioning
  • Items that have been modified, repainted, or altered
  • Products with damaged or missing boxes or instruction manuals
  • Differences in color, texture, or size due to the handmade nature of the product
  • Customized, made-to-order, or one-of-a-kind ceramic pieces

 Due to the unique and delicate nature of handmade ceramic products, some items may be difficult to restock or resell. We kindly ask for your understanding.

 

4. Return Shipping Costs

  • If the return is due to our error (e.g., incorrect item, damaged upon arrival), we will cover the return shipping costs
  • If the return is due to customer preference or personal reason, the customer is responsible for the return shipping
  • The customer must ensure that all items are carefully packed to prevent damage during transit
  • If you are concerned about potential damage during return shipping, we recommend choosing a shipping method that includes insurance or tracking.We cannot accept responsibility for items damaged or lost during the return process if shipped without adequate protection or coverage.

5. Refunds

  • Refunds will be issued to the original payment method used at checkout
  • Once we receive and inspect the returned item, we will process the refund within 14 business days
  • Shipping fees are non-refundable unless the return is due to our error
  • Refunds may be refused or partially reduced if the returned item is damaged due to improper packing during return shipment

6. Return Process

To request a return, please contact us within the Contact Form．

 

7. International Returns & Customs

  • Please mark returned parcels clearly as "Returned Merchandise"
  • We are not responsible for import duties, customs fees, or taxes incurred on return shipments
  • If customs clearance is denied due to improper labeling, the return may not be accepted

8. Questions?

If you have any questions about our refund or return policy, please don’t hesitate to contact us.

Toko Co., Ltd.
Address: 2 Jonaisaka, Mashiko-machi, Haga-gun, Tochigi 321-4218, Japan
Contact: Contact Form