Refunds, Returns and Exchanges

This page will explain KAWASHIMAYA Refunds, Returns, and Exchanges Policy. Please refer to this page before ordering. (Updated June, 2022)

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 is 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 EMS as the delivery courier, our team will assist you when these rare issues arise.

Damage Products

KAWASHIMAYA partners with EMS for international orders.

If the product arrived damaged, faulty, or one or more item is missing caused during transportation; it is possible to get a claim guarantee by submitting a Damage Report. Customers may keep the delivered products.

The recipient (you) should submit a Damage Report to the local Post Office using the tracking invoice. The post office will investigate the matter and decide the claim. Please also contact customer support via email to notify our team.

This procedure should be completed within 14 days after the item arrives.

Please note that we do not accept refund or exchange requests without the Damage Report result details or if the deadline has passed (14 days after the item arrives).

Depending on the Damage Report result details, KAWASHIMAYA will provide refunds, exchanges, or reshipments that equal the order value. Please kindly contact us for more information (

(Reference: Japan Post)

Refund Policy

KAWASHIMAYA only supports refunds for the rare circumstances mentioned above and after the recipient submits the Damage Report to the local Post Office.

Refunds will be issued with the same method for the original payment. It may take additional time for your funds to be made available in your account by your financial institution and varies according to the respective credit card policy. Please contact your credit card provider for this matter.

Furthermore, if the ordered product is out of stock and requires refunds, KAWASHIMAYA will notify customers via email and provide a refund equal to the product value.

Exchange and Return Policy

Under rare circumstances mentioned above 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.

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