Return & Exchange

Returns

We stand behind the products handcrafted by our artisan partners, and we hope you enjoy them as much as we do. The irregularities in weaving, dyeing, and glazing are a feature of handmade items, and we are confident that you'll appreciate them. If for any reason you are not 100% satisfied with your purchase, please contact us within 30 days of order delivery, and we will gladly assist you with your return.

Our return steps are simple:

1. Log in with the email address you used to place the order on this page. You will be able to see your order history, select the items, and initiate a return.

If you have trouble accessing your orders, please send an email to hello@minzuu.com with your order number and the email address associated with your order. 

2. For US domestic returns, we will create a return label to simplify your return shipping. Please use the label within 2 weeks, and note that the actual shipping cost will be deducted from your refund upon using this label. If you choose to return for store credit, we will cover the return shipping cost for you.

Alternatively, you can always use a shipping method of your own choice. However, in this case, return shipping costs are non-refundable. We suggest choosing a shipping method that comes with tracking and insurance, for we cannot be responsible for lost or damaged return packages. 

Customers outside the United States are responsible for arranging and paying for return shipping.

3. Package your return items in a well-padded box to prevent damage in transit (we recommend the original packaging). Please make sure your return package arrives within 50 days after order delivery. Returns received more than 50 days after delivery will be eligible for store credit only and will be issued in the form of an e-gift certificate.

All returns are subject to inspection upon receipt. Eligibility for a refund or store credit is determined after inspection and at Minzuu's sole discretion. We will send you an email when your return is received and processed. You should see a credit to your card within one billing cycle. 

Please note:
All items returned to us must be in new and unused condition with all original tags attached. Items showing signs of use, washing, laundering, wear, odors, stains, pet hair, damage, or alteration are not eligible for refund, and will be sent back at the sender's expense.

Original shipping charges, duties, taxes, customs fees, and other charges associated with the original shipment are non-refundable.

Refused shipments and packages returned due to failed delivery attempts are subject to all shipping charges, return shipping charges, duties, taxes, and carrier fees incurred.

Lamps returned with opened or damaged original packaging will incur a 10% - 15% restocking fee. All original packaging, accessories, inserts, manuals, and components included with the item must be returned.

For international orders, any duties, taxes, customs fees, brokerage fees, or similar charges paid to government agencies or carriers are non-refundable. Customers seeking reimbursement of such charges should contact their local customs authority directly.

International customers are responsible for ensuring that international returns are properly declared as returned merchandise. Any customs duties, taxes, brokerage fees, or import charges incurred due to incorrect customs declarations will be deducted from the refund.

The above return policies do not apply to trade orders. For any issue related to a trade order, please contact your sales representative.

Gift Order Returns

For gift order returns, please follow the same steps above. Gift recipients will receive e-gift certificates in lieu of refunds. 

Exchanges

Due to the limited availability of many of our products that are made in small batches, we handle exchanges on a case-by-case basis. If you wish to make an exchange, please send an email to hello@minzuu.com within 30 days of order delivery. One of our team members will gladly assist you.

What if my order is damaged?

Please contact us at hello@minzuu.com within 7 days after order delivery and include:

1. A photo of the damaged item.

2. A photo of the packaging the item arrived in, including any visible damage.

Please provide the order number, the email address associated with your account, and your phone number for the fastest service. Claims reported more than 7 days after delivery may not be eligible for replacement, refund, or store credit.