Returns, Refunds, and Cancellations
This page will explain KAWASHIMAYA Refunds, Returns, and Exchanges Policy. Please acknowledge this page before ordering.
At KAWASHIMAYA, we take all necessary measures such as careful packaging and product check to ensure our customers enjoy the best products.
However, in the rare case that:
● The item received faulty or defective
● The item received is different from the order, or a missing item
We would like to make it up to you!
With your cooperation as the recipient, KAWASHIMAYA as the sender, and Post Office as the delivery courier, our team will assist you when these rare issues arise.
Please select the desired menu from the following table of contents. (Updated September, 2022)
What To Do If I Receive Damaged Products?
We apologize for the inconvenience.
If the product arrived damaged, faulty, or one or more items are missing caused during transportation with EMS and e-packet; it is possible to issue a reshipment and 100% claim guarantee by submitting a Damage Report (Claim for Damages) to your local Post Office. Customers may keep the delivered products.
Customers who want to issue a reshipment, please take the steps below:
Reshipment Request for Damaged Products
Important to Know
● Send us email as soon as you get the damaged products.
● Customers who did not send picture attachments by email could not issue a reshipment request. Our team will check the images for confirmation and archive.
● KAWASHIMAYA will not proceed with any reshipment/refund request without the Damage Report (Claim for Damages).
● Please contact your Local Post Office on how to submit the Damage Report (Claim for Damages).
● It will take about 5-7 business days to prepare for the reshipment.
● If the customer does not wish for reshipment but wishes for a refund, customers are still obliged to submit the Damage Report (Claim for Damages).
Reshipment for damaged products is unavailable for customers with Surface Mail shipping method. However, product price is refundable under the discretion of KAWASHIMAYA only after the customer submits the Damage Report (Claim for Damages) to KAWASHIMAYA.
What To Do If the Product Is Lost During Shipment?
We apologize for the inconvenience.
In some rare cases, the destination country's Post Office has unexpected delays and errors during the shipment, which could lead to lost information on the package's tracking and whereabouts. If the package is suspected as Lost Package, the destination country's Post Office must issue an investigation. This could take several business days. Therefore, customers are advised to check the tracking status regularly to prevent such cases.
Kawashimaya can issue a full refund or reshipment request for the customer whose package was lost during shipment once the Lost Report (Claim for Damages) is submitted with the steps below.
Step 1: The package is confirmed as a "Lost Package" by one of the Post Office (Japan Post Office or destination Post Office)
Step 2: Customer submit a Lost Report (Claim for Damages) to the local Post Office.
Step 3: Customer inform Kawashimaya about the local Post Office name and contact person name where the Lost Report (Claim of Damages) was submitted. This is important to issue the claim.
Step 4: Refund or Reshipment Request accepted. Kawashimaya will prepare the refund or reshipment for the lost package.
Important to Know
● KAWASHIMAYA will not proceed with any reshipment/refund request without the Lost Report (Claim of Damages).
● Please contact your Local Post Office on how to submit the Lost Report (Claim of Damages).
● We will issue the refund as soon as Lost Report is confirmed. Meanwhile, it will take about 5-7 business days to prepare for the reshipment.
What To Do If The Arrived Item is Missing/Not as Ordered?
We apologize for the inconvenience. If the products are missing or not as ordered and not caused by delivery, it is possible to issue a reshipment or refund for the missing products at no extra cost. Please email us as soon as the product arrives.
The email must include the image attachments below:
● All arrived products
● Label or invoice attached in the package
KAWASHIMAYA will then confirm the case. If accepted, it will take about 5-7 business days to prepare for the reshipment with the same shipping method as the initial shipment. If customer request for only a refund, we will proceed the refund upon confirming the case.
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, but the customer do not wish for a reshipment.
● Ordered product(s) is missing because of delivery, but the customer do not wish for a reshipment.
Accepted refund request will be issued with the same method as the original payment. It may take additional time for your funds to be made available in your account by your financial institution, which varies according to your respective credit card policy. Please contact your credit card provider for this matter.
Please note that shipping fee are non-refundable unless the customer wishes to cancel order before the products are shipped. If you receive a refund, the shipping fee will be deducted from your refund.
When requesting a refund, customers are obliged to send an email with clear information and with image attachments if necessary.
Please note that refunds are not supported for the rare cases below.
● Ordered product(s) returned to Japan because the customer could not be contacted for delivery.
● Ordered products(s) returned to Japan because they did not pass customs or the customer refused to fulfill customs clearance.
Exchange and Return Policy
Under rare circumstances and at the discretion of KAWASHIMAYA, we provide an exchange of products at no extra cost.
If the exchange is approved, KAWASHIMAYA will prepare the reshipment of products. Depending on the product availability, this reshipment procedure could take a few business days. Please note this in advance.
The customer may keep the delivered products and be encouraged not to request a product return.
If you require further information, please feel free to contact us.