Refunds, Returns, and Delivery Issues

 

We want you to be happy with your order from okappa houseware. Please review the following policies regarding returns, damaged items, and delivery issues.

Returns & Exchanges

We hope you love your purchase, but if you are not completely satisfied, we accept returns for store credit or exchanges within 7 days of delivery.
Items must be unused, in their original condition, and in the original packaging.

Please note:

  • Shipping fees are non-refundable.
  • Customers are responsible for return shipping costs unless the return is due to our error.
  • Tracking information must be provided for all returns.
  • Once we receive and inspect your return, store credit will be issued minus a 10% restocking fee; refunds are not available.
  • okappa houseware is not responsible for lost or damaged return shipments. We recommend using a shipping carrier with tracking and insuring the package for its full retail value.
  • Any charges incurred as a result of a return (including shipping, duties, or taxes) are the customer’s responsibility.

To start a return or exchange, please contact us at hello@okappahouseware.com with your order number.

Damaged or Lost Items

okappa houseware is not liable for damages or losses caused during shipping. All items are purchased at the customer’s own risk. Any shipping-related issues must be addressed directly with the carrier.

That said, we truly care about your experience and are happy to assist in opening an investigation with the carrier if your order arrives damaged or does not arrive. Please contact us within 48 hours of the marked delivery date if your package is damaged or missing, and we will work with the carrier to file a claim.

If the carrier reimburses or recovers the shipment, we will arrange a replacement or issue a refund, depending on availability. Unfortunately, if the carrier denies the claim, we cannot guarantee a replacement or refund.

For high-value orders, we recommend selecting a shipping option with signature confirmation or purchasing shipping insurance at checkout.

Defective or Faulty Goods

In the rare case that you receive a defective item, please contact us at hello@okappahouseware.com within 48 hours of delivery. Include your order number, a detailed description, and photos of the issue.

Once reviewed and approved, the faulty item must be returned in its original box and packaging to okappa houseware. We will replace it with a similar item whenever possible. If a replacement is not available (for example, if the item is out of stock, discontinued, or one-of-a-kind), a refund will be issued to the original payment method.

Please note:

  • We cannot accept any returned merchandise without prior communication and approval.
  • Most of our products are handmade by artisans, and slight variations in size, color, texture, or finish are part of their natural character and not considered defects.
  • Damage resulting from misuse, improper care, or normal wear (including patina or changes over time) is not eligible for replacement or refund.
  • okappa houseware is not responsible for any damage to personal property resulting from improper use of our products.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products).  Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Our story

Hello. I'm Yasuko, the owner of okappa houseware, and a mom of two kiddos based in Portland Oregon.

As I ventured beyond my familiar surroundings and explored the world, I came to appreciate the wealth of beautiful, thoughtfully designed products that Japan produces, each bearing the hallmark of craftsmanship and soul. These treasures, largely hidden from the world's gaze, have become my passion to start Okappa Houseware – sharing the delight of discovering these thoughtful creations and the care invested in them.