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Returns, Delayed, Lost or Damaged Goods

  • How to file an insurance claim with the forwarder?


    File a damage claim with the shipping agency right away when you discover it - latest within 7 days for hidden damages.

    Contact them and ask to file a damage report for the shipment you received from us.


    Request a damage protocol from the shipping agency with a specific case number and email or fax us a copy of it – if not possible, at least let us know about the processing number of the claim you filed


    If you receive damaged goods from the Post Office please report to them.

  • What do I have to do if a product arrives and its packaging is damaged?


    If the packaging is damaged, please refuse acceptance of the shipment.

    If you urgently need the product, please take a picture of the damaged packaging and check the content on damages and possible shortages in presence of the shipping agent staff or mailman.


    There are now two possible scenarios.


    The packaging is damaged but the product seems to be in good state

    In this case, still let the shipping agent confirm the damage of the packaging in written (and indicate time and date, also tracking number on the confirmation note).

    Then inform us about this damage and provide us with the pictures you took and a copy of the confirmation note signed by the shipping agent.


    The product might look alright despite the damaged packaging but it could be you find a damage you overlooked at a later point. If then we want to claim a refund of the product value with the shipping agency we need to have pictures and a confirmation from the shipping agent that the shipment did not arrive in the state we sent it out.

    The packaging is damaged and the product is damaged or not complete

    In this case, please proceed as described here.

  • What do I have to do when I receive a damaged product?


    All products we ship out are inspected before they are being packed.

    The shipping costs already include insurance of the shipped product(s).

    When you receive a damaged product, please check right way if you still want to use it or not.

    If not, please inform us right away and help us by filing a damage report with the shipping agency which we cannot do on your behalf.


    Once the validity of the compensation has been confirmed by the shipping agency, we will issue the compensation right away.

    The compensation value is based on your payment amount and the invoice we emailed you.

  • What happens if a shipment is delayed or lost?


    We are not responsible for the delay or loss of goods by shipping agencies or due to customs seizures/confiscation.

    However, we ensure each shipment and we will work closely together with you to claim the insurance fee from the shipping agency.


    If you find out or assume a shipment is lost or delayed, please inform us via email and we will contact the shipping agency on our side to make sure we find out what is happening.

    Should the product really be lost, we help you recover the insurance from the shipping agency.



    For us to be able to claim compensation for lost products, you need to file a claim with the shipping agency since you are the recipient and we cannot do this on your behalf but work closely together with you.

    We reserve all the rights of making the final decision on compensation, returns and exchanges.

  • What is your policy on damaged products?


    The return policy allows you to return any broken or damaged item purchased from this site within 90 days if we are notified within one week of delivery.


    Also you need to make sure you inspect the shipment once it arrives to help us make an insurance claim with the forwarder

  • What is your return policy if I do not like an item I purchased?


    If you are not happy with any product, you can return it to us within 90 days without having to state a reason as part of our 100% Happiness Guarantee.


    You need to make sure however, that it comes in the original packaging and in new, unused and saleable condition. All you need to do is make sure you wrap the product securely, prepay and insure it, then send it back to the address we will indicate.


    We will refund you the product value or provide you with a replacement product upon receiving the product back at our premises – as you wish.


    You will be notified via email once the refund has been transferred or you will be provided the tracking number of the replacement item as soon as it has been shipped out.


    If you need to return an item simply contact us, provide us with your order number and let us know which item you wish to return and why – we will then be taking care of the rest and ensure smooth handling.


    Please note the following:

    Shipping costs on returned merchandise are non-refundable.

    All items must be returned in their original condition.

    You are responsible for any damage or loss that occurs during the return shipment, so we suggest that you insure the item for your security.

    Please also know that the 90 days return policy is not applicable on damaged or broken items.


    Exception: The carved Seal Stones will not be refunded, therefore make sure to carefully select the Seal Stone you want as well as the design.