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At Viko, we are committed to offering high-quality handcrafted glassware and ensuring a refined shopping experience. If you are not completely satisfied with your purchase, you may request a return or exchange in accordance with the policy below.

1. Return and Exchange Eligibility

1.1 Eligible Situations

We accept return or exchange requests in the following situations:

  • Damaged Upon Arrival: The item arrives broken, cracked, or visibly damaged during shipping.

  • Manufacturing Defects: The item has a clear defect that affects normal use or appearance.

  • Incorrect Item Received: The product received does not match your order, such as the wrong design, color, or item type.

  • Missing Items: Part of your order is missing from the package.

Due to the handcrafted nature of Edo Kiriko glassware, slight variations in color, pattern placement, cutting details, or texture may occur. These natural variations are part of the character of handmade craftsmanship and are not considered defects.

1.2 Non-Eligible Situations

Returns or exchanges are not accepted in the following situations:

  • Minor variations in color, pattern, size, or craftsmanship due to the handmade nature of the product.

  • Items that have been used, washed, damaged, or altered by the customer.

  • Products returned without original packaging, gift box, or protective materials.

  • Items damaged due to misuse, improper handling, accidental drops, or improper cleaning.

  • Change-of-mind returns after the product has been used.

  • Personalized, customized, or special-order items.

  • Sale items, clearance items, or final-sale items, unless they arrive damaged or incorrect.

2. Return and Exchange Request Period

Return or exchange requests must be submitted within 7 days of receiving your order.

Requests made after 7 days may not be accepted.

3. Damaged or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

To help us process your request, please email the following information to vikohomesale@gmail.com:

  • Your order number

  • A clear description of the issue

  • Photos or videos of the damaged, defective, or incorrect item

  • Photos of the outer packaging and protective materials

  • Your preferred resolution: replacement, exchange, or refund

Please keep the product, gift box, packaging, and protective materials until your request has been reviewed. These may be required for inspection or shipping claim purposes.

4. Return and Exchange Process

4.1 Contact Customer Service

To start a return or exchange request, please email us at:

vikohomesale@gmail.com

Please do not send any item back before contacting us and receiving approval. Unauthorized returns may not be accepted.

4.2 Review and Approval

After receiving your request, we will review the information provided and respond within 1–3 business days.

If your request is approved, we will provide return instructions. The return address will be provided by email after approval.

4.3 Return Condition

Approved return items must be sent back in their original condition, including:

  • The unused glassware

  • Original gift box

  • Protective packaging

  • Any included accessories or inserts

Items must be securely packed to prevent damage during return shipping.

5. Return Shipping Costs

For items that arrive damaged, defective, or incorrect, Viko will cover the return shipping cost or provide an appropriate resolution.

For returns due to personal reasons, such as change of mind or ordering the wrong item, the customer is responsible for return shipping costs.

Original shipping fees, customs duties, taxes, and related import fees are non-refundable unless the return is due to our error or a confirmed product issue.

6. Refunds

Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund.

If approved, your refund will be processed to the original payment method.

Please note that refund processing times may vary depending on your bank, credit card provider, or payment platform.

7. Exchanges

If your exchange request is approved, we will arrange a replacement item based on product availability.

If the original item is out of stock, we may offer:

  • A replacement of equal value

  • Store credit

  • A refund to the original payment method

8. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at vikohomesale@gmail.com.

Orders can only be cancelled before they have been processed or shipped. Once an order has been shipped, it will be handled according to this Return and Exchange Policy.

9. Contact Us

If you have any questions about returns, exchanges, or your order, please contact us:

Viko
Website: vikohome.com
Customer Service Email: vikohomesale@gmail.com
Phone: +852 6462 4365
Registered Address: FLAT 1512, 15/F, LUCKY CENTRE, NO.165-171 WAN CHAI ROAD, WAN CHAI, HONG KONG, 999077