About the warranty period, repairs and loss of a sent item
[Initial Defect Warranty]
We take every possible care in manufacturing our products, but in the unlikely event of an initial defect, please notify us via the inquiry form within 7 days of receiving the item.
We will propose the most appropriate option each time, such as free repair, replacement with a new item, or a refund.
[Repair]
To ensure you can enjoy your item with peace of mind for years to come, we offer repair services. Repair fees vary depending on the product, so we will provide a quote each time.
Please contact us with a photo of the damaged area attached.
[Lost]
If you lose one side of your ear accessory, we can make just a single replacement if the ceramic piece is in stock.
Even if you don't have a pottery shard, we may be able to create one using a shard with a similar feel, so please feel free to contact us.
In any case, when contacting us, please also let us know your name, contact information, place of purchase, purchase date, and details of the defective part.
＊Limited to customers who purchased directly from engrace. "Directly" refers only to the engrace website, online sites such as Creema, minne, and Pinkoi, or in-person events where engrace exhibited. If you purchased from a consignment sales store, please contact the store where you made the purchase.
* Kuatani ware kintsugi jewelry is not sold by engrace. In the event of loss or repair, please contact the store where you purchased it.
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Regarding the warranty period, repairs, and loss of set items
[Initial defect guarantee]
We manufacture our products with the utmost care, but in the unlikely event that there is a defect, please contact us via the inquiry form within 7 days after receiving the product.
We will propose any of the following options such as free repair, new product exchange, a refund, etc.
[Repairs]
We accept repairs so that you can use your product with peace of mind for many years to come.
The repair cost varies depending on the product. We will inform you with a quote each time before proceeding.
Please contact us with a photo of the damaged product and additional information.
[Lost items]
If you lose part of a set, such as earrings, we can make a replacement if we have the pottery pieces in stock.
Even if we do not have a similar piece of pottery in stock, we can provide alternatives using parts that evoke the same image. Please feel free to contact us, and we will let you know all available options.
In either case, please let us know your name, contact information, place/location of purchase, time of purchase and details of the missing piece.
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Returns, exchanges, cancellations
[Returns & Exchanges]
For your peace of mind while shopping, items can be returned or exchanged within 7 days of delivery, regardless of the reason.
For returns or exchanges due to defective, damaged, or faulty items, shipping costs will be covered by our company.
If a return or cancellation is requested due to the customer's personal preference, such as a difference in impression, the customer is responsible for round-trip shipping fees, bank transfer fees, and any other related costs.
After the returned item arrives, we will confirm that it is unused and in its original condition, and then refund the applicable amount to the payment account.
For returns due to customer reasons, the following fees will be deducted:
・Handling fee: 4% of the order amount
・Shipping fee (for orders with free shipping): 185 yen postage (or the actual shipping cost incurred)
Please note that the shipping fee charged at the time of order will not be refunded.
Also, please note that items cannot be returned or exchanged in the following cases:
・Items for which more than 8 days have passed since delivery
・Items that have been used by the customer
・Items damaged due to improper handling by the customer
・Campaign items, special sale items, custom-made items, and discounted items
[About Cancellations]
We cannot accept cancellations after the item has been shipped.
For custom-made items, cancellations are not possible once production has begun.
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Care, Repairs, Loss
[Initial Defect Guarantee]
We thoroughly manage our manufacturing process, but in the unlikely event that you find a defect, please contact us via the inquiry form within 7 days of receiving the product.
For free repairs, replacement with a new item, refunds, etc., we will discuss each case based on the actual situation.
[About Repairs]
To help you use it with confidence for years to come, we offer repair services.
Repair prices vary depending on the item, and we will provide a quote each time based on its actual condition.
Please attach photos of the damaged area when making your inquiry.
[About Loss]
If you lose one earring, a single replacement can be custom-made if the ceramic piece is in stock.
If the ceramic shard is out of stock, we can create a corresponding accessory using a shard with a similar feel. Please feel free to contact us anytime.
In any case, when making an inquiry, please provide your name, contact information, place of purchase, purchase date, and detailed information about the defect.