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 7 days of receiving the item
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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
Items received within this timeframe are eligible for exchange.
Refund requests are subject to approval. If approved, the product price (excluding shipping) will be refunded within 10 days of processing.
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.
6. Import Duties, Customs & Refused Shipments
All cancellation requests must be submitted in writing via email.
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 the sole responsibility of the recipient and are not included in the product price or shipping fee.
By placing an order, the customer acknowledges and agrees to these terms.
Refused Shipments Due to Import Charges
Orders refused due to unpaid customs duties, tariffs, VAT, or other import charges are not considered valid returns.
If such a shipment is returned to us in unopened, unused, and resellable condition, we may, at our sole discretion, offer a partial refund.
Any approved refund will be issued less all incurred costs, including but not limited to:
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Original outbound shipping
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Return shipping to Japan
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Customs handling fees
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Carrier surcharges
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A 10% restocking fee
If total incurred costs equal or exceed the order value, no refund will be issued.
If the shipment is abandoned, seized, or destroyed due to unpaid import charges, no refund will be issued.
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 costs 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 or refused shipments.
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.
