Return Policy
Return Policy
1. According to consumer protection laws, online consumers have the right to cancel purchase within 7 days (weekends included) of the arrival of products. This period of time is meant for consideration instead of for trial. If you have the need to return the products, please ensure they are intact with the package as well as all the documents and receipts.
2. We will reject your refund if the products are not intact, have marks of use, damage or stains. We only accept refunds of the entire order. When the products are returned, they should remain new with all packages. Free giveaways should also be returned. We will not accept your refund if any parts of receipts are missing.
3. Because the packages are hand-made, please keep the boxes intact. Please do not damage or attach any shipping receipts or notes to the packages. Please do not lose any outside packages, cushioning materials and other contents to ensure security during the shipping process.
Return Process
- Sending refund requests to the appointed Email address
1. Consumers could send refund requests to our appointed Email address. We will have staff go to your appointed address to receive the products. Because the products are fragile, our collaborating shipping companies will take charge of the return. We do not accept other shipping services and we claim no responsibility for any undelivered packages.
2. When the returned products have been confirmed, we will make the refund to your credit card. The process may take approximately 8-14 days. The refund date will be shown on your credit card bill.
3. We will pay the shipping fee if we are responsible for the reasons for the return. You will be requested the shipping fee for other reasons of the return.
4. To speed up the return process, please provide information in the following format. Order information can be found in your order details.
(1). Order Number
(2). Receiver's Name
(3). Receiver's Phone Number
(4). Receiver's Address
(5). Reasons of Return
- Contacting our customer service
1. Customer service number: (02)2896-8209. Our office hours are 9:30-18:00 from Monday to Friday. We will inquire your reasons for return when you contact us and guide you through the steps of return online. The remaining process will be the same as indicated above.
Other reasons for refund rejection
1. Products that cannot be returned as stated.
2. If the products you receive are incorrect, defective, or damaged during the shipping process. Please take photos of the products and contact out customer service within 1 workday to arrange the process.
3. If you exceed certain numbers of return due to personal reasons, we may suspend your purchase depending on the situation. We apologize for any inconvenience it may cause.
About the return
1. We perform strict quality control before any products are shipped. Please check the condition of the products according to the photos. If you need to return the products due to the quality, please make the request within 7 days. Our collaborating shipping companies will handle the products. (Please ensure the products are unused with packages intact) We will ship the new products after we receive and confirm the returned products. The process will take approximately 10-18 days. Thank you for your patience.
2. If the products are not defective, please make the request within 7 days. Our collaborating shipping companies will handle the products. You will need to pay the shipping fee. Please see the third point in the section "Sending refund requests to the appointed Email address" for the process.
Shipping of the products
1. The order is officially placed when the payment is completed. We will ship the products to the appointed address within three workdays (weekends and holidays are not included). We do not accept orders from offshore islands temporarily. We apologize for any inconvenience it may cause. Because porcelain is fragile, we will check the condition of the products and take photos and inform you. Please check the products as soon as you receive them. We will request compensation from the shipping company if the products are damaged during the shipping process.
2. We offer the following shipping options:
NTD $150 for orders under NTD $5000
NTD $190 for orders from NTD $5000 to NTD $10000
Free shipping for orders over NTD$ 10000
The products will arrive within approximately 7 workdays. Workdays are from Monday to Friday. Weekends and holidays are not included.
