Returns, Refunds, and Cancellations
We aim to provide the best shopping experience. Below is our return, refund, and cancellation policy. Please read before your purchase.
(Updated April, 2023)
Returns and Exchanges
We do not accept requests for returns and exchanges. Customers may keep the delivered products and are encouraged to refrain from returning the product to Japan.
However, if you encounter a case that needs product exchange, limited to the cause of a damaged product, missing product, or product not as ordered, for which we are at fault, please email us at firstname.lastname@example.org. After reviewing the case, we can arrange a Product Reshipment at the discretion of KAWASHIMAYA. This reshipment procedure could take a few business days, depending on the product availability.
In case of an item is lost or damaged during transport, the liability will be on the shipping company (Post Office). It may be possible to get insurance from the shipping company. For more information, please follow the steps in part Item Lost or Damaged During Shipment.
KAWASHIMAYA only supports refunds for rare circumstances listed below and at the discretion of KAWASHIMAYA.
● Ordered product(s) is out of stock or discontinued.
● Ordered product(s) arrives faulty or defective at our fault, but the customer do not wish for a reshipment.
● Ordered product(s) is missing or not as ordered at our fault, but the customer do not wish for a reshipment.
Please email us at email@example.com if you encounter the issue above to request a refund. Kindly add detailed information with attachment(s) to help us review the case faster. Other circumstances not listed above are not supported for refund.
Please note that shipping fees are nonrefundable unless the customer wishes to cancel the order before the products are shipped.
If the refund is accepted, we will initiate a Product Refund to your credit card (or original payment method). You will receive the refund within several days, depending on your card provider's policy. Please contact your credit card provider for this matter.
We only accept order cancellations before the order is shipped. To request a cancellation, please email us at firstname.lastname@example.org. Please note that orders that have been shipped cannot be canceled in any case.
Item Lost or Damaged During Shipment
We are sorry this happen to you. Lost or damaged items are dealt with on a case-by-case basis. Customers are required to submit a Damage Report form to your Local Post Office to get a claim. Please contact your Local Post Office and complete the necessary paperwork with detailed photographs.
After submitting a Damage Report, please email us at email@example.com the proof of submitting the Damage Report. If the Damage Report is accepted by Post Office and claim is issuable, we can assist with a Reshipment/Product Refund (for EMS and e-packet shipment) or Product Refund (for Surface Mail shipment). Surface Mail is not eligible for Reshipment in case of lost or damaged items.
KAWASHIMAYA will review the case and proceed with the Reshipment/Product Refund at the discretion of KAWASHIMAYA.
Missing Item/Not As Ordered
We are sorry for this inconvenience. It is possible to issue a Reshipment or Product Refund for the missing product or product not as ordered at no extra cost. Please email us with detailed photographs within 7 (seven) days of the package's Final Delivery (based on tracking information) at firstname.lastname@example.org.
KAWASHIMAYA will review the case and proceed with the Reshipment/Product Refund at the discretion of KAWASHIMAYA. If Reshipment request is accepted, please allow 5-7 days for preparation to reship the products. If the customer request for refund, we will initiate a refund immediately.
If you require further information, please feel free to contact us.