Shipping & Returns Policy

Thank you for supporting my studio. Every ceramic piece is individually hand-formed, glazed, and carefully packed in Japan before making its journey to you. Because ceramics are delicate, please review my shipping, customs, and return policies below prior to placing your order.

1. Domestic Shipping (Within Japan)

  • Primary Carrier: Japan Post Yu-Pack (ゆうパック).

  • Processing Time: Orders are packed and dispatched within 2–4 business days.

  • Delivery Time: Standard delivery takes 1–3 business days depending on your location.

  • Tracking & Handling: All packages include step-by-step tracking and are marked as Fragile (壊れ物) and Do Not Stack (下積み厳禁).

2. International Shipping (Worldwide)

All international orders are dispatched directly from my studio in Japan using Japan Post Express Mail Service (EMS). EMS provides express priority handling, full end-to-end tracking, and basic postal insurance coverage.

Shipping Rates & Delivery Estimates

Shipping fees are calculated automatically at checkout based on the total packed weight of your order (including structural boxes and protective padding).

United States & Territories: Japan Post EMS → USPS (3–6 Business Days)

More destinations to be added.

Please note that customs clearance processing times in your destination country may occasionally cause unforeseen delays beyond our control.

3. Customs Duties, Taxes & Import Fees

International orders ship DDU (Delivered Duty Unpaid). Customers are responsible for any import duties, taxes (such as VAT or GST), and local postal handling fees levied by their country's customs authority upon arrival.

  • United States: Orders valued under $800 USD generally enter duty-free without formal customs declarations.

  • Europe & United Kingdom: All imports are subject to local Value Added Tax (VAT) and postal administration processing fees regardless of order value. These fees are collected by your local post office upon delivery.

  • Refused Shipments: If a shipment is refused or returned due to unpaid import taxes or an incorrect address, original shipping costs are strictly non-refundable.

4. Damaged or Broken Items (Transit Insurance)

Every ceramic piece is rigorously wrapped—using double-boxing, honeycomb paper, and shock-absorbing fill—to ensure it survives automated postal drops.

However, if an item arrives broken or damaged during transit, your package is insured. Please follow these exact steps within 48 hours of delivery so we can process an official postal claim:

  1. Keep All Packaging: Do not throw away the damaged ceramic, the inner padding, or the outer shipping box. Japan Post and local postal inspectors require physical evidence of the package condition to honor damage claims.

  2. Take Photos & Video: Take clear photos of:

    • The broken item.

    • The damaged outer shipping box and shipping label.

    • The internal packaging materials.

  3. Contact Us: Email us at anna.gadzhikurbanova@gmail.com with your order number and photo/video evidence.

  4. Local Damage Report: In some countries (such as the US or UK), you may need to file a brief Damage Report (CN24 form) at your local post office so they can register the claim with Japan Post.

Once the claim is verified, we will issue a full refund or send a replacement piece free of charge.

5. Returns & Exchange Policy

Due to the fragile nature of handmade ceramics and the cost of international freight:

  • All International Sales Are Final: We do not accept returns or exchanges for international orders unless the item arrives damaged or there was an error with your shipment.

  • Handmade Variations: Each piece is handmade. Subtle variations in size, color, glaze texture, and minor speckling are natural characteristics of hand-thrown ceramics and are not considered defects.

  • Domestic Returns (Japan): Domestic buyers may request a return within 7 days of delivery. The buyer is responsible for return shipping fees and must return the item in its original, undamaged condition using a tracked service with fragile handling.

Need Help?

Have questions about custom pieces, specific weight estimates, or shipping options? Feel free to contact us at anna.gadzhikurbanova@gmail.com.