Refund and Return Policy

You may ask to return an eligible item within 30 days of the day it was delivered. To be eligible, the item must be unused, unwashed and in its original condition, with its packaging, tags and any accessories included. Pieces that show signs of use, damage after delivery or missing packaging may be declined.

Some items cannot be returned, for reasons of hygiene or because they were made for you: used drinkware and tableware (unless faulty), items marked as final sale when you ordered, and any piece that was personalised or specially ordered. If you are unsure whether a piece qualifies, ask us before you send anything.

Glaze, colour, grain and finish vary slightly from piece to piece because the work is made by hand or in small runs, and photographs cannot show every variant. Such variation is not a defect and is not a ground for return, but a piece that differs materially from its description is handled under Faulty or Damaged Items below.

To start a return, email hello@velvetriverdawn.com within 30 days of delivery with your order date or number, the name of each item and the reason for the return. We reply with instructions and, where the return is accepted, with the details of how to send the item back.

Please do not post anything to us before we have agreed to the return in writing. A parcel that arrives without agreement may not be processed and may be sent back to you at your cost. Use a tracked service and keep the postage receipt, because we cannot be responsible for a parcel lost or damaged on its way to us.

Returns are sent to: Velvet River Dawn, 4-10-18 Yasujima, Yokkaichi, Mie 510-0075, Japan. Wrap glass and ceramics in several layers with soft padding between pieces, and use a box clearly larger than the item, so that the return arrives in the condition in which it left you.

When the returned item arrives we inspect it and tell you by email whether the return is accepted. Accepted returns are refunded by the method you used to pay, or by another method agreed with you in writing, normally within 10 business days of our receiving the item, depending on your bank.

A refund covers the price of the returned item, including its consumption tax. Delivery charges you paid when ordering are not refunded unless the return is due to a fault or an error on our side. If only part of an order is returned, the refund is for that part.

The cost of sending the item back is yours for a change-of-mind return, and ours where the piece was faulty, damaged in transit or sent by mistake. Please keep the proof of postage until the refund has been confirmed to you in writing.

If you would like a different size, colour or design of the same piece, write to hello@velvetriverdawn.com within 30 days of delivery. We will see whether the variant you want is available and tell you what the exchange involves. Exchanges are handled one by one, since many variants are held in small numbers.

For an exchange the original item first comes back to us under the conditions above. Once we have inspected it we send the replacement; if the prices differ, we ask you to pay the difference or we refund it, and we confirm the amount in writing before anything is dispatched.

An exchange follows the same eligibility rules as a return: the item must be unused and in its original condition. If the variant you want is not available, we offer a refund instead, or we tell you when the piece may become available again.

If a parcel arrives damaged, or a piece is faulty or materially different from its description on the site, write to hello@velvetriverdawn.com within 7 days of delivery. Please include your order date or number, a description of the problem and clear photographs of the piece and of the packaging.

Where the fault, damage or error is confirmed, we pay for the return shipping and offer you a choice between a full refund and a replacement, if we can supply one. The legal remedies you hold as a consumer remain available in every case.

Please keep the box and padding until the matter is settled, because the carrier may ask for them if we claim for transit damage. We deal with these cases ahead of other correspondence and keep you informed by email while we sort them out.

To cancel an order, email hello@velvetriverdawn.com as soon as you can, giving your order date or number. We dispatch orders once payment is confirmed, so a cancellation sent before dispatch can normally be accepted, while we cannot promise to stop a parcel that has already left.

If the order has already been dispatched, we cannot cancel it in transit. You may refuse delivery, or return the parcel once it arrives under the return conditions above, and in that case the cost of return shipping is yours.

When a cancellation is accepted before dispatch, we refund the full amount paid, delivery charge included, by the method used to pay, normally within 5 business days, and we confirm the refund by email.

For questions about returns, exchanges or refunds, write to hello@velvetriverdawn.com; email is the quickest way to reach us and leaves a record for both of us. Please put your order date or number in the subject line.

You can also write to Velvet River Dawn, 4-10-18 Yasujima, Yokkaichi, Mie 510-0075, Japan, or telephone +81 59-363-6695, although we may ask you to follow up by email so that the details are in writing.

This policy does not affect any statutory right you have as a consumer under Japanese law, including rights under the Act on Specified Commercial Transactions (特定商取引に関する法律) and the Consumer Contract Act. Where the law gives you greater protection, the law takes precedence.