Returns, Replacements and Refunds
We hope we do a good job of describing the products we sell, however we know that nothing can beat holding a knife in your hand to know it's right for you. We want our customers to be able to buy with confidence and so we have a generous returns policy in case things don't work out.
Any item may be returned in unused condition for any reason. We think thirty days is ample time to send an order back to us. You may choose:
- An identical replacement item. Upon receipt of a returned item we will send your replacement item free of charge.
- A store credit. With the return of your purchase we can issue a store credit equal to your initial purchase plus the agreed cost of return postage. There are no time limits on your use of this store credit.
- A refund. If you prefer, upon receipt of your returned item we will provide a full refund. Additional store credit equal to the cost of return postage will be issued separately for use against future purchases.
Please understand that using your knife is the point of no return. This is very important! If you cut anything with your purchase it is yours to keep. We cannot and do not accept the return of items that have been used or 'tried'. By all means hold the product in your hand to feel the weight, balance and texture of the handle, but please understand that cutting with it is the point of no return.
The return of a purchased product can be managed through the 'Order Status' menu. When we have received your return notification we will be in touch to ensure the process is speedy and hassle-free.
Returns, Replacements, Refunds Quick FAQ
Really? Can I return an item for any reason?
Yes, any reason. We might ask you why but that would only be to satisfy our curiosity and make sure we are maintaining our high standards. If you haven't used it, you can return it.
I accepted my delivery but now I want to send the item back to you. I don't want to pay for return postage!
We will issue a store credit equal to the cost of your return postage. We recommend you return your item to us by EMS, but it's up to you. This generosity doesn't extend to high-cost return methods such as Fedex or DHL. Just sayin'.
How long does it take to process a refund?
As long as it takes for you to get the item back to us. Should we receive a return we will process the refund on the day we receive it.
I've been hit! They've asked me to pay tax on my purchase!
Roger that, it happens. It varies from country to country but taxes and duties may be payable upon delivery and they are your responsibility. If they have come as a surprise and you don't want to pay, that's up to you. We will issue a full refund if the goods are returned to us. No hard feelings.
The post office made me pay to get my parcel! You owe me!
Um, no we don't.
In addition to processing VAT/consumption tax payments, some public postal services apply an administration and handling fee to facilitate delivery (looking at you, Europe). We are currently shipping with DHL and in many cases they also request an admin fee from the recipient.
When your order passes through customs it is assessed for local VAT/GST/consumption tax and any imports duty that might apply. The carrier (DHL, Parcelforce Worldwide, PostNord etc) pays those taxes on your behalf and recoups this amount from you prior to delivery. They apply a fee for this service and without payment there's no delivery.
We're philosophically opposed to a carrier applying a fee for final delivery of an item we've paid to ship, but we don't have a lot of influence. We'll do our best to advise you of your estimated delivery charges if we expect them to apply to your order.
I don't get it. Why do I pay taxes here when I bought my stuff from Japan?
"Why do I pay taxes" is a broad area of discussion that is beyond the scope of this FAQ.
Apart from their general need to raise money, charging consumption tax on imported purchases is something governments might do to protect local vendors who must meet that cost, unlike sellers like us overseas who don't. Import duties are meant to level the playing field for local industry and more generally to offset the costs associated with any import regime. That's what we've always thought anyway. An economist might answer differently.
Thank you for reading our Quick FAQ. All done.