Return Policy

Quick Reference Guide

• Defective products or incorrect orders :
  Contact us within 14 days from the delivery date

• In case of damage :
  Contact us within 5 days from the delivery date
  Report the damage to Swiss Post within 8 days from the delivery date

• Returns for customer convenience :
  Contact us within 14 days from the delivery date
  Return the item within 7 days after the return request has been approved

1. Defective Products and Incorrect Items

If you receive a defective product or if there is any discrepancy between your order and the delivered items, please contact us within 14 days from the delivery date.
Defective products will be replaced with a non-defective item in principle. If replacement is not possible due to lack of stock or other reasons, a refund will be issued instead. Shipping costs for replacement will be borne by our store.

Notes on the Condition of Tableware (Ceramics)
Due to the nature of ceramics, black spots (iron particles), pinholes (small holes), uneven glaze, slight surface irregularities, and variations in color, shape, and size may occur during firing. These are characteristics unique to ceramics and are not considered defects. Please refer to our separate information page for details.
If you want to return an item for these reasons, it will be treated as a “return for customer convenience.”

2. Damaged Items

While we take the utmost care in packaging, damage may occur during transit after the item has been handed over to the shipping carrier due to unforeseen issues or the carrier’s responsibility.
If the product itself is damaged upon arrival, please contact us within 5 days from the delivery date. In addition, in order to receive compensation from Swiss Post, you are required to report the damage to Swiss Post within 8 days from the delivery date.

Swiss Post: Damage or Loss Report

Important :
Please retain the original outer box (cardboard) and all packaging materials as they were at the time of delivery until the investigation by Swiss Post is completed. If the packaging materials have been discarded, compensation may not be granted.
Please note that if the reporting deadline is exceeded, compensation may not be available.

After confirmation that the Swiss Post damage report has been completed, we will send a replacement item at our expense, including shipping and handling fees.
If a replacement cannot be arranged due to the item being unique or out of stock, a refund will be issued instead.

3. Returns for Customer Convenience

Returns due to customer reasons (e.g., “not as expected,” “ordered by mistake”) will be accepted under the following conditions.

Return Period
Please contact us within 14 days from the delivery date.
After your return request has been approved, please send the item back within 7 days.
Returns may not be accepted if these deadlines are exceeded.

Conditions for Acceptable Returns

• The item must be unused, and both the product and packaging (outer box, tags, etc.) must be undamaged
• The item must be returned in its original packaging

Final Decision on Returns
The final decision regarding acceptance of a return will be made by our store after confirming the condition of the returned item. If the return conditions are not met, we may refuse the refund or return the item to you at your expense.

Examples of Non-Returnable Items (Tableware)

• Items that have been used or washed even once
• Items with labels or stickers removed
• Items that have been scratched, stained, or chipped after delivery
• Items returned without the original box or with a shipping label attached directly to the product box

Non-Returnable Items
The following items are not eligible for return:

• Made-to-order products
• Items that cannot be resold for hygiene reasons
• Items with missing parts or packaging

Costs Associated with Returns
For returns due to customer convenience, the following costs will be charged to the customer:

Actual return shipping costs + return processing fee (CHF 7.50)
Shipping costs paid at the time of order are non-refundable.
The refunded amount will be the remaining amount after deduction of the above fees.

Return Process

1. Please be sure to contact us via the contact form before returning any item, providing your order number, contact details, product name(s), quantity, and reason for return. (Example: size too small/too large, too heavy, different from expectations, etc.)

2. We will send you a return shipping label by email. Please note that the return label will be provided for a fee, which will be deducted from your refund as the actual return shipping cost.

3. Please carefully pack the item(s) to be returned, along with all accessories (box etc.), using the original packaging materials or equivalent materials without void space to prevent damage during transit.

   Important : If the product is damaged during return shipping due to insufficient packaging, we will not be able to issue a refund. Please ensure that the packaging is as secure as when originally delivered.

4. Attach the return label to the package and ship it via your nearest Swiss Post office.

5. After receiving the returned item, we will inspect its condition and, depending on the outcome, will process the refund within 5 business days using the same payment method as the original transaction.