Return request must be made via email within 7 days of the delivery or in-store pick-up date of your order. We will refund the full price, less shipping cost & restocking fee ($5 for every item priced up to $15, $10 for every item priced above $15 up to $100, $20 for every item priced above $100 up to $250, $30 for every item priced above $250), for the return of every unused item, if the return is safely completed (i.e. received by us) within the timely manner. Refund will be issued to the original form of payment. All items returned must be unused and in its original condition with the original packaging. Shipping and handling costs, gift box, and other charges are non-refundable.For any free shipping items, we also subtract our shipping cost from the refund total. Please note that you will be responsible for any return shipping fees. Refunds will be given in the original form of payment. If the item is returned with damage, we are unable to give you refund. For any damage occurred during return shipping, customer is responsible for settling with the shipping carrier by filing a claim with them.We are unable to accept return for the following products: food items, books, and gift cardsWe are unable to accept gift returns.We are unable to accept any return for international orders.To return an item, please contact us using the contact form with your order details and the reason for the return. We will get back to you with the instructions within the 48 hours of the receipt of the email. Please note we are unable to take any return request by phone. Return package can be shipped by your preferred shipping carrier which can provide a tracking number. You are responsible for creating a return shipping label(s) and covering the return shipment cost. Your return package must ship out to the following address within 48 hours after our instruction email is sent.TOIRO  | 1257 N La Brea Ave., West Hollywood, CA 90038  |  Ph. 323.380.5052You must notify us immediately once the return package is shipped out with the tracking information (tracking # and the name of the shipping carrier.) We highly recommend that you use extra packing materials and/or even a new outer box to ensure the secure packing of the return item.Each item is carefully inspected by us and we make sure the packaging is secure before shipping. If you receive a damaged item, please report the damage to us as well as the shipping carrier immediately in order to start the claim filing process. The damaged item must be kept in the original packaging and packing materials and the damage report must be made to us within 2 days of the delivery date. We are unable to take any responsibility for the damaged product if the damage report is made thereafter. Please also note we are unable to take any damage report for exchange/ refund if the item is already used. (Please see Section 3.)Please also scroll down to see "Section 9. About Iga-yaki Pottery"