Claims
Customers will have seven (7) days from receipt of their order to report incorrect, damaged, or defective items to handfiredJAPAN by email at the address below.
handfiredJAPAN will attempt to resolve claims as quickly as possible. Upon receipt of a claim, we will work with both the customer and supplier to gather relevant information, which can include photographs of the incorrect or damaged item(s), packaging, and package dropoff site used by the shipper.
Under no circumstances should the customer attempt to return any item unless explicitly instructed to do so.
UNDAMAGED ITEMS
An undamaged or non-defective item cannot be returned if it is the correct item ordered.
INCORRECT, DAMAGED, OR LOST ITEMS
We offer remediation only in the following situations:
1) An incorrect item was received.
This is an item that is different in style, color, or size than the item ordered.
2) An item was received in a damaged or defective condition.
Damage and defects include any breakage, chipping, cracks, fissures, or other material fault and do not include deliberate stylistic effects or the natural effects of the creation process.
Examples of the latter include, but are not limited to, variations in color and color pattern, uneven or cracked glaze, burn or scorch marks, hand or finger marks, marks resulting from tools or instruments, and differences in size, shape, or contour between like products.
For more information, please see our notice on product uniqueness and individuality.
3) An item was lost by the shipper.
This is an item that was ordered but never received by the customer.
REMEDIATION
In the case of (1) above, the correct item(s) will be shipped to the customer at no charge. Disposal of the incorrect item(s) will be determined on a case-by-case basis.
In the case of either (2) or (3), a replacement will be shipped to the customer at no charge. If the item(s) were part of a set, only the defective, damaged, or lost item(s) will be replaced.
REFUNDS
handfiredJAPAN will not process refunds or issue store credit.