Returns & 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, and if something is not right with your order, we will do our best to help.

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 the original packaging
  • 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.

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

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 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 these returns, refunds are issued for the item price only. Original shipping charges are non-refundable unless otherwise required by law.

Non-Returnable Items

Because many of our products are personal, consumable, or sealed for safety and hygiene, the following items cannot be returned once opened, used, or unsealed:

  • Skincare products
  • Cosmetics and makeup
  • Supplements
  • Food, snacks, and beverages
  • Personal care items
  • Any sealed item 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

If you are located in the EU or EEA, you may have the right to cancel or withdraw from your purchase within 14 days of delivery for most online orders, subject to applicable legal exceptions.

Please note that this right may not apply to certain items, including sealed goods that are not suitable for return for health protection or hygiene reasons once opened after delivery.

To exercise your withdrawal right, please contact us within 14 days of receiving your order.

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, 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

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, or incorrect

Please do not send any items back without contacting us first. Returns sent without prior approval may not be accepted.

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.

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 or 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, and other fees paid on the original order are generally non-refundable by us. If applicable, you may need to contact your local customs office directly.

Consumer Rights

This policy does not limit any rights you may have under applicable consumer protection laws in your country or region.

Contact

If you have any questions about your order, returns, or refunds, please contact us at: info@tokyotoyoushop.com

 

Thank you for shopping with TOKYO TO YOU.