Refunds, Returns and Exchanges

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! Please contact customer support via email (infojapanstore@kawashima.shop) within 7 days after the item arrives. The email should contain details of the issues and pictures of the item or screenshot that clearly capture the issues, such as the faulty or defective portion. This information will help us investigate and resolve the issue.

We will provide refunds for the rare circumstances mentioned above. However, due to our international shipping process, we do not recommend returns and exchanges on products.

Please note that we do not accept refund and exchange requests without prior email confirmation or if the deadline has passed (7 days after the item arrives).

The explanation below will provide further information about our refunds, returns, and exchanges policies.

Damage Products

Please be informed that KAWASHIMAYA is not liable for any loss, damages or delay arising directly or indirectly by the carrier during transportation. Shipping fees are non-refundable.

Refund Policy

KAWASHIMAYA only supports refunds for the rare circumstances mentioned above. Therefore, if customers encounter issues that request a refund, kindly email us (infojapanstore@kawashima.shop) so that we can take the necessary steps to refund the order. Customers may keep the delivered product.

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.

If there are further questions, please make an inquiry to our customer support so that we may offer additional help.

Exchange and Return Policy

Under these circumstances mentioned above and at the discretion of KAWASHIMAYA, we provide an exchange of products, at no extra cost. Customers may keep the faulty and/or defective product.

If the exchange is approved, Kawashimaya will prepare the re-shipment of products. Delivery cost for re-shipment will be borne by Kawashimaya.

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