Returns & Exchanges

Thank you for shopping at POTPURRI ONLINE SHOP.

If an item is faulty, or you would like to return or exchange it, please read the information below, then contact us.

Time limit for returns and exchanges

Please contact us within 30 days of delivery using our contact form or email.

Email address　shop@potpurri.co.jp

We will guide you through the return or exchange process.

Damaged, faulty or incorrect items

If your item arrives damaged or faulty, or if you receive an item different from the one you ordered, we will arrange an exchange or refund and cover the shipping costs.

Please include the following details when contacting us.

  • Order number
  • Your name
  • Product name
  • Description of the issue
  • Photographs of the item, if possible

After we receive and inspect your return, we will process it within five business days by arranging an exchange or refund.

Change-of-mind returns

If you change your mind, order the wrong item or wish to return an item for another personal reason, we can accept a return only if all the following conditions are met.

  • The return is requested within 30 days of delivery.
  • The item is unused.
  • The item, accessories and original packaging are all included.
  • The item is in a resaleable condition.

You are responsible for the return shipping costs.

After we receive and inspect your return, we will process it within five business days by refunding your original payment method.

Items that cannot be returned or exchanged

We cannot accept returns or exchanges for the following items.

  • Items delivered 31 or more days ago
  • Items that have been used
  • Items damaged or soiled by the customer
  • Items with missing accessories, packaging or other components
  • Sale or outlet items, where designated as non-returnable
  • Custom or made-to-order items, where designated as non-returnable

About our ceramics

Each POTPURRI item is made through a process that includes work by hand.

As a result, the glaze, color, firing marks, iron speckles, glaze crazing and dimensions may vary from piece to piece.

These variations are part of the individual character of ceramics and are not defects. Please bear these characteristics in mind when choosing your ceramics.

Customers ordering from overseas

Different return conditions apply to orders from overseas.

Please read our International Returns & Refund Policy for full details.

Contact Us

For help with a return or exchange, please get in touch using our contact form or by email.