Return, Refund & Warranty Policy

Effective Date: September 21, 2026

In short: everything we sell is handmade, and our Furniture & Large Pieces are Made to Order or produced in limited quantities, so ALL sales are final — but we stand behind every piece. If something arrives damaged, incomplete, or with a manufacturing defect, tell us within 24 hours (Furniture & Large Pieces) or 48 hours (Parcel Items) and we will repair, replace, or refund it. Furniture & Large Pieces are additionally covered by their Maker's warranty, which we administer for you.

Handmade Goods Are Final Sale

Because our ceramics, tableware, and small goods are handmade — often one of a kind — and produced in small batches, ALL sales are final. We are not able to accept returns or exchanges for reasons of taste, fit, or change of mind. Slight variation in glaze, color, shape, and dimension is inherent to handmade work and is not a defect.

Furniture & Large Pieces Are Final Sale

Our Furniture & Large Pieces are handcrafted, Made to Order or produced in limited quantities, and delivered by freight, so they are all final sale as well. Returns, exchanges, or refunds are accepted only for verified manufacturing defects or shipping damage. This applies to every Furniture & Large Piece from every Maker we represent. In particular:

  • Natural variation in wood grain, color, and texture, in hand-woven or hand-stitched elements, and in other handcrafted details is an inherent characteristic of these pieces and is not a defect. Natural materials and finishes also change in appearance over time, and pieces from different production runs may differ slightly.

  • Individual perceptions of comfort are subjective. Personal comfort preference, change of mind, or dissatisfaction unrelated to a manufacturing defect is not grounds for return, exchange, or refund.

  • Please review all specifications, dimensions, materials, and finish information on the product page before ordering. Not sure about scale, finish, or fit? Email chris@shikihillstudio.com — we are happy to help before you order.

Damaged, Defective, or Incomplete on Arrival

Please inspect every item as soon as it arrives. For Furniture & Large Pieces, inspect with the delivery team present, before they leave, and contact us within 24 hours of delivery. For Parcel Items, unpack and check each piece and contact us within 48 hours of delivery. If an item arrives damaged in transit, is missing components, or has a manufacturing defect, email chris@shikihillstudio.com with:

  • Your order number

  • Photos of the item and its packaging showing the damage or defect, and a note of anything recorded on the delivery receipt

For Parcel Items, we will offer a replacement (subject to availability) or a full refund to your original payment method.

For Furniture & Large Pieces, we will work with the Maker to determine the appropriate remedy, which may be a repair, replacement of the affected component, a replacement piece (subject to production availability), or a refund. Repair or component replacement is usually the fastest route and the one the Maker will propose first for issues that can be fully corrected; if the piece cannot be made right, we will replace or refund it. Please hold on to the original packaging until the claim is resolved. If a piece was not unpacked and inspected at delivery, damage discovered later cannot be claimed as shipping damage.

Claims reported after these windows are handled under the Maker's warranty (below) where applicable, rather than as shipping damage.

Cancellations

  • Parcel Items and in-stock Furniture & Large Pieces can be cancelled for a full refund as long as they have not shipped or been released to our delivery partner. Contact us as soon as possible after placing your order.

  • Made to Order Furniture & Large Pieces have a 24-hour grace period: cancel within 24 hours of our confirming receipt of your deposit and your deposit is refunded in full. After 24 hours the piece is in production specifically for you, the order cannot be cancelled, and the deposit is non-refundable — except where our Shipping & Delivery Policy allows cancellation for an extended delay.

Manufacturer Warranty — Furniture & Large Pieces

Furniture & Large Pieces purchased from Shiki Hill Studio are covered by the Maker's warranty against defects in materials and workmanship for the periods shown below. Shiki Hill Studio is your first point of contact for warranty service: we register, assess, and coordinate claims with the Maker on your behalf.

What the warranty covers

Manufacturing defects and failures in materials or workmanship under normal residential use during the warranty period, beginning on the date of delivery. Remedies are repair or other appropriate remedies determined by the Maker, such as replacement of a component; if identical materials are no longer available, the Maker may provide an alternative of substantially equivalent function and value.

What it does not cover

  • Natural characteristics of the materials and of handcraft: variation in wood grain, color, and texture; the character of hand-woven, hand-stitched, or hand-finished elements; and changes in the appearance, texture, or color of wood, leather, and surface finishes over time.

  • Normal wear and tear and aging, including, for leather, wrinkles, stretching, color variation, scratches, staining, and wear patterns; and, for natural fibers such as rattan, natural aging and the effects of environmental humidity.

  • Damage from impact, improper use, improper cleaning or care, improper transportation or handling after delivery, fire, water, or natural disasters; unauthorized disassembly, modification, or repair; or any cause unrelated to a manufacturing defect.

  • Pieces not purchased from Shiki Hill Studio (for example, resold pieces, or pieces bought from another dealer or imported from another region) — please contact the seller or the Maker directly. Warranty service through us requires your Shiki Hill Studio order confirmation, plus any warranty card supplied with the piece.

How to make a claim

Email chris@shikihillstudio.com with your order number, photos and a short description of the issue, and where the piece is located. We will assess the claim with the Maker and confirm whether it is covered. For covered claims, we will arrange repair. Where a piece must travel for repair, we will arrange collection from you or drop-off at our service location in Napa, California, and tell you in advance about any regional transport cost before anything is scheduled; international transport between our service location and the Maker's workshop for approved warranty repairs is covered by the Maker. Repairs are carried out either locally or at the Maker's workshop, and turnaround depends on the nature of the repair and shipping times, which we will estimate for you.

Out-of-warranty service

We are glad to help with repairs after the warranty period ends or for issues the warranty does not cover. In those cases the costs of inspection, labor, materials, replacement parts, and transportation are your responsibility. We will provide an estimated cost before any work begins, and work starts only after your approval.

Current Maker warranty periods

Warranty periods are set by each Maker. The table below is kept current as we add Makers and pieces; the warranty terms supplied with your piece control if they differ.

  • WEMILY (Hung Wen-Liang Design Studio, Taiwan) — Er Chair and accessories including the Saddle Leather Seat Cushion
    Structural components: 3 years — wooden frame and joinery (including abnormal loosening of mortise-and-tenon joints) and any stainless-steel structural components
    Natural materials & surfaces: 1 year — hand-woven rattan and leather components. Changes in natural wood and surface finish over time are characteristics, not defects, and are not covered.
    Notes: Coverage is for pieces purchased from an authorized WEMILY distributor. Keep the WEMILY warranty card supplied with the piece.

Refunds

Approved refunds are issued to your original payment method (for ACH deposits, by ACH to the originating account). Please allow 5–10 business days after we confirm the refund for it to appear, depending on your bank or card issuer. Delivery fees are refunded when a Furniture & Large Piece is refunded for shipping damage or a manufacturing defect.

Questions

Reach us any time at chris@shikihillstudio.com — we want you to love what you bring home, and we would rather answer a question before you order than sort out a problem after.