This page explains the return rights of customers located in the European Union, the European Economic Area, and the United Kingdom when shopping at TOKYO TO YOU. These rights apply in addition to our general Return & Refund Policy. Where the two differ, this page applies to EU/EEA/UK customers.

Your Right of Withdrawal

If you are a consumer in the EU, EEA, or UK, you may have the right to withdraw from your purchase within 14 days without giving any reason for most online purchases.

The withdrawal period expires 14 days after the day on which you, or a third party you designate other than the carrier, takes physical possession of the goods. For orders containing multiple items delivered separately, the period expires 14 days after you receive the last item.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision by an unequivocal statement before the withdrawal period expires. You may use any of the following methods:

• Email us at info@tokyotoyoushop.com
• Use our online withdrawal request page: Exercise EU / EEA / UK Right of Withdrawal
• Use the model withdrawal form at the bottom of this page

Your message should include your name, your order number, the item(s) you wish to return, and a clear statement that you wish to withdraw from the purchase.

To meet the deadline, it is sufficient to send your communication before the 14-day period expires. We will send you an acknowledgement of receipt of your withdrawal without delay.

Returning the Goods

You must send back the goods without undue delay and in any event no later than 14 days from the day you communicated your withdrawal to us. The deadline is met if you dispatch the goods before the 14-day period expires.

You are responsible for the direct cost of returning the goods. Please note that as we ship from Japan, international return shipping costs may apply. We recommend using a tracked shipping method and retaining proof of postage, as we cannot be responsible for return packages lost in transit.

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning. Please take reasonable care of the goods while they are in your possession.

For international returns, please mark the package clearly as a return where applicable. We are not responsible for additional customs fees caused by incorrect return declarations.

Refunds

If you withdraw from your purchase, we will reimburse all payments received from you for the returned eligible item(s), including the cost of standard delivery where required by law. If you selected a more expensive delivery method than our least expensive standard option, the supplementary cost is not refundable.

We will issue your refund without undue delay and no later than 14 days from the day we are informed of your decision to withdraw. However, we may withhold the reimbursement until we have received the goods back, or until you have supplied evidence of having sent back the goods, whichever occurs first.

The refund will be issued to the original payment method, and you will not incur any fees as a result of the reimbursement. Please allow 5–10 business days for the refund to appear on your statement, depending on your bank or payment provider.

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. You may be able to ask your local customs office or tax authority whether a refund is available.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to certain goods, including:

• Sealed goods that are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery. This may include skincare, cosmetics, sunscreen, lip care, supplements, and personal care items once the protective seal or packaging has been opened.
• Goods liable to deteriorate or expire rapidly, such as perishable food items.
• Sealed food and beverage products, including snacks, teas, and matcha, that have been unsealed after delivery, for hygiene and food safety reasons.
• Goods made to your specifications or clearly personalized.
• Gift cards or digital items, where applicable.

Unopened items in these categories, with seals intact, remain eligible for withdrawal within the 14-day period unless another legal exception applies.

Damaged, Defective, or Incorrect Items

Nothing on this page limits your rights if an item arrives damaged, defective, incorrect, or not as described. In those cases, please contact us within 7 days of delivery with photos, and we will review the issue.

If the issue is confirmed to be due to our error, a defective item, or shipping damage, we will provide an appropriate resolution at no additional cost to you. Your statutory consumer rights under EU, EEA, or UK law apply in full.

Model Withdrawal Form

Complete and return this form only if you wish to withdraw from the contract. It is not obligatory — an email or online request containing the same information is equally valid.

To: TOKYO TO YOU, info@tokyotoyoushop.com

I/We () hereby give notice that I/We () withdraw from my/our (*) contract of sale of the following goods:

• Ordered on () / received on (): ____________________
• Order number: ____________________
• Name of consumer(s): ____________________
• Address of consumer(s): ____________________
• Signature of consumer(s), only if this form is notified on paper: ____________________
• Date: ____________________

(*) Delete as appropriate.

Questions? Contact us any time at info@tokyotoyoushop.com.