If you would like to return or exchange your order for whatever reason, we're here to help! We offer no hassle returns or exchanges within 30 days of receiving your order. You can return your product for a different product, or a refund to the original payment method.
*Please note the following conditions to our return and exchange policy:
- Items must be returned unused and folded in the original packaging
- Discounted items are not eligible for free returns
- Shipping costs are not refundable. Shipping costs refers to the full amount paid to Japan Post or FedEx.
- You must provide proof of postage showing the postage date within the 30 days
- For hygiene reasons, we cannot accept returns on earrings, futon mattresses, or mattress covers
- Items marked Direct from Designer, have a refund period of 7 days instead of 30.
How do I claim my free refund?
Please contact us and we will confirm the shipping address for you to send the item.
Please return the item folded in its original plastic bag (don’t worry about the paper wrapping) and send to the address that we provide, noting on the customs form ‘Returned Item’. Please note that you must bear the shipping costs.
Once we receive the returned item and have confirmed its condition as unused and undamaged, we will issue a refund not including shipping costs or duties.
Do I have to pay shipping costs?
We offer a full refund of the product, not including the original shipping costs. You must bear the cost of return shipping.
If you received the original order damaged, then we will also cover both the initial and the return shipping costs.
Can I exchange for a different product?
Yes! To exchange an unused and undamaged item, you can process the return as described above and reorder the new item through the website.
Alternatively, when you notify us about a return, let us know which product you would like as a replacement, and we will hold it in stock for you until we receive the original return. Please note, there may be additional shipping costs.
What if my item is damaged?
Very occasionally items may be damaged in transport. In the unlikely event that you item arrives in a damaged condition:
We ask that you contact us within 48 hours of receipt. This enables us to make a claim with the shipping company.
Please keep hold of the damaged item and provide some photos of the damage.
We will issue you with a full refund or replacement, including shipping costs.
Who decides if I receive a refund or a replacement?
If you are entitled to a refund or replacement as described above, it is your choice which you receive.
If we no longer have the same item in stock, we will suggest one or more similar items. If you do not want the similar item, we will provide a refund instead.
How long will my refund take?
We will process the refund within 2 days of receiving the returned item.