Store Policy
A Note on How We Work
Goenne is an independent craft shop working directly with Japanese makers. Our policies reflect a careful, responsible approach suited to small-batch production and international shipping.
Returns, Refunds, Cancellations & Import Duties Policy
1. Product Authenticity & Condition
All products sold by goenne.com are guaranteed to be genuine works from the Japanese makers as stated and are shipped in new condition, except for vintage and kintsugi collections, for which past ownership and full provenance may not always be traceable.
2. Defective Items (Not Damage in Transit)
Eligible products (excluding personalized items, vintage items, kintsugi supplies, kintsugi-repaired objects, sale/outlet items) may be exchanged if the item is proven defective and returned unused, unopened, and in original condition.
Procedure:
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Email us within 5 days of receiving the item, provide explanation and photo documentation.
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Wait for written confirmation and return instructions
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Return the item so it is received in Japan within 15 days of delivery
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Items received within this timeframe are eligible for exchange.
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Refund requests are subject to approval. If approved, the product price (excluding shipping) will be refunded within 15 days of processing.
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Exchange and refund not available for damage that is due to mis-handling or mis-use.
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Advance email communication is required for all refund eligibility.
3. Damaged Items (Carrier Damage Only)
If an item appears to be damaged during transit, you must notify us within 24 hours of delivery.
Please email the following:
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Clear photos of the damaged item
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Clear photos of the outer shipping box (all sides)
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Clear photos of inner packaging and product box
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Order number, email address, and contact telephone number
Important Conditions
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Refunds or replacements are available only for damage caused during transit by the carrier
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Damage caused by improper handling, misuse, intentional alteration, or occurring after delivery acceptance is not eligible
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Claims may be denied if damage is inconsistent with packaging condition or carrier handling
If visible damage is observed upon delivery, please refuse the shipment immediately and contact us. Refused shipments due to confirmed carrier damage will be handled in coordination with the carrier.
Once a shipment has been accepted, it is presumed to be delivered in good condition unless carrier-related damage is documented within the stated timeframe.
Insurance & Carrier Claims
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If the shipment is insured, you may be required to complete carrier or insurance documentation within 48 hours. Failure to do so may result in denial of replacement or refund.
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Incomplete, late, or unsupported claims may be declined.
4. Items Not Eligible for Return or Refund
There is no exchange, return, or refund for:
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Mottainai Gallery vintage items
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Kintsugi supplies
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Kintsugi-repaired objects
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Sale or outlet items
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Personalized or custom items (e.g. name-engraved)
5. Order Cancellation
All cancellation requests must be submitted in writing via email.
Cancellation Before Processing
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Cancellation requests received before the order has been processed for shipment are accepted.
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Approved cancellations will receive a refund less a transaction and administrative fee of up to 6%, which covers non-recoverable payment processing and handling costs.
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Refunds are typically processed within 7 business days.
Cancellation After Shipment
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Once an order has been processed for shipment or a tracking number has been issued, the order cannot be cancelled.
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Shipped orders are not eligible for cancellation, return, or refund, except in cases of confirmed defects or carrier damage handled under this policy.
All cancellation requests must be submitted in writing via email.
Refusing delivery does not cancel an order. See Section 6.
6. Import Duties, Customs & Refused Shipments
Import Duties & Customs Responsibility
International orders may be subject to import duties, tariffs, VAT, customs fees, or other charges imposed by the destination country. These charges are set and collected by the destination country, not by us, and are not included in the product price or shipping fee. They are the sole responsibility of the recipient.
It is your responsibility to watch for and respond to the carrier's payment notice. We will notify you by email if we see a parcel is on hold, but we are not able to pay charges on your behalf.
By placing an order, you acknowledge and agree to these terms.
Refused, Unclaimed, or Abandoned Shipments
If a shipment is refused, left unclaimed, or not accepted because import charges were not paid — including when the recipient does not respond to the carrier's payment request within the carrier's holding period — no refund will be issued. This applies whether the parcel is returned to Japan, held, seized, or destroyed.
Here is why. The carrier bills us for the unpaid duties, a processing fee, and return shipping whether or not the parcel comes back, so the amount you paid is applied toward those costs. A refused shipment is not a return, and it is not eligible for the return, exchange, or cancellation terms elsewhere in this policy.
If you have concerns about import charges in your country, please email us before ordering. We are happy to help you estimate them.
Undeliverable Parcels Due to Recipient Absence
Parcels returned due to recipient absence may be eligible for a refund upon written request and approval.
Approved refunds will be issued minus original shipping, return shipping, any carrier handling fees, and a 10% restocking fee, subject to inspection confirming the item is unopened, unused, and in original sealed condition.
Requests for re-shipment are accepted once a new shipping fee has been paid.
7. Restocking Fee
A 10% restocking fee applies to all approved refunds for returned shipments and parcels returned due to recipient absence. This fee covers non-recoverable operational costs, including payment processing, administrative handling, inspection, and restocking.
Restocking fees are non-refundable.
Thank You for Reading
We appreciate customers who take the time to understand how we work. By purchasing from Goenne, you are choosing to support independent makers, small workshops, and a slower, more intentional way of doing business.
We believe this shared mindset allows craft — and the communities behind it — to thrive.
Email: hello@goenne.com
STORE ACCEPTED PAYMENT METHOD
Apple Pay / Credit / Debit Cards
WISE Transfer (email to inquire about bank transfer option)
As of June 2025, we stop accepting Paypal.
