Terms of Service
Hokan Bowls are made from quality stoneware and as such should be perfectly fit for the purpose as set out. However, all stoneware is not able to be placed on or under direct heat such us induction, electric or gas hobs nor under the grill or broiler, because it will crack. Stoneware that is used in the freezer must not be taken out when frozen and placed in a hot oven because again, it will crack. Instead let the stoneware and contents reach room temperature before placing into heated oven. Although robust and durable, glazing can chip if knocked heavily against hard objects, so reasonable treatment is recommended to avoid this. Glazed stoneware is never completely free from slight dimples and inconsistencies in the making or glaze and may appear as such within your sets. However, this is normal and does not affect their durability or use in any way, but rather makes the pieces slightly more unique and individual, we hope you agree.
We may not be able to accept your order, or part of your order, due to one of the following reasons:
- authorisation of your payment failed
- we made a pricing or product description error
- you’re not eligible to order from Hokan
If there are any problems with an order, you’ll be contacted by one of our Customer Services Advisors.
If for any reason, you’re not 100% happy with your purchase(s) please tell us so that we can put it right. If you change your mind about an order and want to cancel it, you can do so up to the point when it is despatched (orders are normally processed immediately after they’ve been placed, so we may have already packed your order and made arrangements for it to be sent when you cancel it.
If this is the case then we can’t always stop the order from being delivered: once you receive the order, just return it to us free of charge).
Returns & Refund
We want you to be totally happy, so if for any reason you are not completely satisfied with your purchase, you can cancel your order within 28 days of receiving your goods. You must notify Hokan Limited within 28 days of receipt by writing to Consumer Services, Hokan Bowls by email to info@hokanbowls.com. We will then advise you on how to return the goods, so that they reach us speedily and safely. We would ask that you take good care of the goods whilst in your possession, that they are unused and returned to us in the original packaging.
If you wish to return goods then you will be required to pay the return delivery charges, as we will only refund the original payment for the goods and the associated delivery charge. If any goods are received in a faulty condition then please contact our Consumer Services team at info@hokanbowls.com to discuss return options. If you do cancel your order but do not return the goods, we may arrange to collect them from you at your cost. Your refund will be processed as soon as possible and within 30 days of the order cancellation at the latest.
Deliveries
For UK delivery we offer a next working day service with our UPS partner. For international, including Europe, we offer a 5 – 8 business day service based on the distance, although most deliveries are of 5 business days, and our partners are ParcelForce and DHL.
Some locations in the world are particularly expensive to ship weight to, so we will always try to get the best price quote on the day and liaise with you for an agreed price.
Shipping Costs
We only charge you delivery at the cost that we pay the delivery company. All shipments are priced according to the volumetric rate of the order. This means that up to a certain size and weight of the product order the price remains the same. So one Hokan Bowl is unfortunately the same price as 3 Hokan Bowls to send. When the order is for 5 Hokan’s or more the cost is increased by 50% again, according to its volumetric weight. These metrics are governed by the carriers and the industry world wide.