Oogoya only accepts returns if an item is damaged during shipping. For pieces from the Original Collections or Signature Collections with multiple stock, photographs show either the actual piece or a production sample and are intended to represent the work as accurately as possible. However, as each piece is handcrafted, minor variations (such as dust, hairlines, brush marks, slight colour or pattern differences, variations in firing marks, or minor size differences) are natural and are not considered damage. Returns will not be accepted for these reasons. For one-off pieces from the Signature Collections, photos are taken of the exact item, and the same conditions apply.

If a product is damaged during shipping, please contact us at info@oogoya.com within 7 days upon arrival and send a detailed photo of the damage with the order number. We also offer repair for most of our products which could be an interesting option to consider instead of a return.

In order to receive a full refund, all products must be returned in original protective packaging.

If you do return items, we'll apply the refund to the tender they were purchased with. If no record of sale is available and we choose to provide a refund, your personal identification will be required to process the return.

Please be aware that in all cases you are responsible for paying customs fees and for providing any and all documents required by customs in your country. If you refuse to pay those taxes, the package will be sent back to us. We will then refund you the amount of the order, after having withdrawn the shipping cost at the actual rate that we have been charged by the carrier, and the shipping cost of the return of the package to us.

Any questions about the return process? Send us an email at info@oogoya.com.

We're always happy to help.

Please send us an email at info@oogoya.com and indicate what you are returning and why. In order for us to process your return, please include the following information:

• your name
• email address
• order number
• name of the items

Shipping fees are not eligible for a refund.

Our products are handcrafted by master artisans at the best quality and made to last.

If a product is damaged during shipping, please contact us at info@oogoya.com within 7 days upon arrival and send a detailed photo of the damage with the order number.

Please note that 'business days' do not include weekends or holidays.

While we only accept returns for items damaged during shipping, we may be able to offer an exchange in some cases. For pieces from the Original Collections or Signature Collections with multiple stock, we may send a replacement item if stock is available, and we may ask you to return the damaged piece so we can inspect how the item was damaged during shipping and use this information to improve our packaging and shipping processes. For one-off Signature Collection pieces, or in cases where no stock or alternatives are available, we regret that an exchange may not be possible.

If your order has not been shipped, you can cancel your order. Once it has been shipped, we unfortunately are unable to change or cancel the order.

If you received a wrong piece, please contact us at info@oogoya.com, and share your order number (#xxxxx) and photo of the item you received for a smoother process.

If you received your package and are missing one or more items, please contact us at info@oogoya.com, and share your order number (#xxxxx).

Please note that big orders might be split into smaller packages, and orders including preorder pieces with long wait times might be split to avoid delays.

Import duties and taxes are fees charged by the recipient’s country and must be paid directly to the relevant authorities. If you choose not to pay these charges and reject the parcel while it is in transit, this will be treated as a cancellation of the purchase. Once the item is returned to us, we will refund the order amount minus the original shipping cost (at the carrier’s actual rate) and the cost of return shipping.