If you would like to return your order for whatever reason, we're here to help! We offer no hassle returns within 30 days of receiving your order.
*Please note the following conditions to our return and exchange policy:
- Items must be returned unused and folded in the original packaging.
- Items must be returned to their original shipping location (this is usually in Tokyo).
- Discounted items, or items purchased with store credit are not eligible for return or refund.
- The original outward shipping cost (the full amount that we paid to the courier) will be deducted from the refund.
- The customer is responsible for the return shipping cost.
- For hygiene reasons, we cannot accept returns on earrings, futon mattresses and duvets, or mattress/duvet covers.
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 packaging and send to the address that we provide, noting on the customs form ‘Returned Item’.
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 outward 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.
How long will my refund take?
We will process the refund within 2 days of receiving the returned item.