Politique de remboursement
Return & Refund Policy
At TOKYO TO YOU, we carefully pack and ship every order from Japan with care. We want you to feel confident shopping with us. If something is not right with your order, please contact us and we will do our best to help.
This Return & Refund Policy explains when returns, refunds, replacements, and cancellations may be accepted.
Returns
We accept return requests for eligible items within 14 days of delivery.
To be eligible for a return, the item must be:
- Unused
- Unopened
- In its original condition
- In its original packaging
- Suitable for resale
- Accompanied by proof of purchase
Unless the item is damaged, defective, incorrect, or the return is required by applicable law, customers are responsible for return shipping costs.
Please do not send any items back without contacting us first. Returns sent without prior approval may not be accepted.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
To help us review your request quickly, please include:
- Your order number
- A short description of the issue
- Clear photos of the item
- Clear photos of the outer packaging
- Photos of the shipping label, if relevant
Once reviewed, we may offer one of the following depending on the situation:
- A replacement
- A partial refund
- A full refund
- Store credit
If the issue is confirmed to be due to our error, a defective item, or shipping damage, we will provide the appropriate resolution at no additional cost to you.
Change-of-Mind Returns
We accept change-of-mind returns for eligible items within 14 days of delivery, as long as the item is unopened, unused, and in resalable condition.
For change-of-mind returns, customers are responsible for return shipping costs unless otherwise required by law.
Refunds for change-of-mind returns are issued for the item price only. Original shipping charges are non-refundable unless otherwise required by applicable law.
Non-Returnable Items
Because many of our products are personal, consumable, or sealed for safety and hygiene reasons, the following items cannot be returned once opened, used, unsealed, or no longer in resalable condition:
- Skincare products
- Cosmetics and makeup
- Supplements
- Food, snacks, teas, matcha, and beverages
- Personal care items
- Hygiene-sensitive items
- Any sealed item that is not suitable for return after opening
- Sale items
- Clearance items
- Final sale items
- Gift cards
If any of these items arrive damaged, defective, or incorrect, please contact us within 7 days of delivery and we will gladly review the case.
EU / EEA Customers: Right of Withdrawal
If you are located in the European Union or European Economic Area, you may have the legal right to cancel or withdraw from your purchase within 14 days of receiving your order, without giving a reason, for most online purchases.
To exercise your right of withdrawal, please log in to your account at https://account.tokyotoyoushop.com and submit your request within 14 days of receiving your order.
Your message should include:
- Your name
- Your order number
- The item(s) you wish to return
- A clear statement that you wish to withdraw from the purchase
After notifying us, you must return the eligible item(s) without undue delay and no later than 14 days from the date you informed us of your withdrawal, unless we provide different instructions.
Returned items must be unused, unopened, and in their original condition. You are responsible for taking reasonable care of the goods while they are in your possession.
EU / EEA Return Shipping
For EU/EEA withdrawal returns, customers are responsible for the direct cost of returning the goods unless:
- The item is damaged, defective, or incorrect
- We made an error with your order
- Applicable law requires otherwise
We recommend using a tracked shipping method, as we cannot be responsible for return packages lost in transit.
EU / EEA Refunds
For eligible EU/EEA withdrawal returns, we will refund the amount paid for the returned item(s), including the standard original delivery cost where required by law.
If you selected a more expensive shipping method than our standard delivery option, any extra shipping cost may not be refundable.
We may wait to issue the refund until we have received the returned goods or until you provide proof that the goods have been sent back, whichever happens first.
Refunds will be issued to the original payment method.
EU / EEA Exceptions to the Right of Withdrawal
The EU/EEA right of withdrawal does not apply to certain goods, including but not limited to:
- Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed after delivery
- Perishable goods or items with a short shelf life
- Food, beverages, supplements, teas, matcha, or consumable items once opened or unsealed
- Cosmetics, skincare, and personal care items once opened, used, or unsealed
- Goods that have been used, damaged, or handled beyond what is necessary to inspect them
- Gift cards or digital items, where applicable
This does not affect your legal rights if an item is damaged, defective, incorrect, or not as described.
Lost, Delayed, or Missing Packages
If your package is significantly delayed, lost in transit, or marked as delivered but you have not received it, please contact us as soon as possible.
We will review the shipment with the carrier using the available tracking information and delivery records.
Depending on the outcome, we may offer:
- A replacement shipment
- Store credit
- A partial refund
- A full refund
Please note that delivery delays caused by customs processing, weather, local postal disruptions, carrier issues, or incorrect shipping details entered at checkout are outside our direct control. Even so, we will always do our best to support you and help find a solution.
How to Start a Return or Claim
To request a return or report an issue, please contact us at:
info@tokyotoyoushop.com
Please include:
- Your order number
- The item(s) involved
- The reason for your request
- Photos, if the item is damaged, defective, incorrect, or affected by shipping damage
Please do not send any items back without contacting us first. Returns sent without prior approval may not be accepted.
EU/EEA customers: please start your request directly through your account at https://account.tokyotoyoushop.com
Refunds
Once your return or claim has been reviewed and approved, your refund will be issued to your original payment method.
Please allow 5–10 business days for the refund to appear, depending on your payment provider or bank.
If only part of the order qualifies for a refund, only that portion will be refunded.
Original shipping charges, customs duties, import taxes, and other fees are generally non-refundable by us unless required by applicable law.
Return Shipping and Customs
Customers are responsible for packaging returned items securely and for any return shipping costs unless the return is due to our error, the item is damaged, defective, incorrect, or the return is required by law.
We recommend using a tracked shipping method, as we cannot be responsible for returns lost in transit.
Please note that customs duties, import taxes, VAT, handling fees, brokerage fees, and other import-related charges paid on the original order are generally non-refundable by us. If applicable, you may need to contact your local customs office or tax authority directly to ask whether any refund is available.
For international returns, customers are responsible for ensuring that the package is correctly marked as a return where applicable. We are not responsible for additional customs fees caused by incorrect return declarations.
Exchanges
We do not guarantee direct exchanges for all items, especially because many products are shipped internationally from Japan and availability may change.
If you would like a different item, please contact us. Depending on the situation, we may recommend returning the eligible item and placing a new order.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible at:
info@tokyotoyoushop.com
We may be able to cancel your order if it has not yet been processed, packed, or shipped.
Once an order has been shipped, it cannot be cancelled. You may need to request a return after delivery, subject to this policy and applicable law.
Consumer Rights
This policy does not limit any rights you may have under applicable consumer protection laws in your country or region.
If there is a conflict between this policy and your mandatory legal rights, your mandatory legal rights will apply.
Contact
If you have any questions about your order, returns, refunds, or EU/EEA withdrawal rights, please contact us at:
info@tokyotoyoushop.com
Thank you for shopping with TOKYO TO YOU.