返品 · Returns & refunds
Cancel before it ships.
You can cancel any order until it leaves our warehouse. Once it's handed to the courier we can't take it back — but if it arrives damaged, faulty or wrong, tell us within 7 days and we'll make it right.
Once dispatched, orders can't be cancelled or returned
Everything we sell ships from Japan, so a parcel can't be recalled once it's with the courier. We don't accept change-of-mind returns after dispatch. Damaged, defective and incorrect items are always covered — see below.
The process
How it works
Cancel before dispatch
Changed your mind? Message us with your order number as soon as possible. If the parcel hasn't been handed to the courier yet, we'll cancel it and refund you, less the payment processing fee — Stripe keeps that fee even when a charge is refunded.
Report a problem within 7 days
If your order arrives damaged, faulty or incorrect, contact us within 7 days of delivery with your order number and photos of the item and the outer box.
We confirm the resolution
We review your claim and confirm a replacement or a refund. If we need the item back, we send the return label — you never pay return shipping on our mistakes.
Replacement or refund
Replacements ship as soon as the claim is confirmed. Refunds go back to your original payment method within 5–10 business days.
What we can accept
- Cancellations requested before your order is dispatched
- Damaged in transit — reported within 7 days of delivery
- Incorrect item received
- Faulty or defective on arrival
What we can't accept
- Change-of-mind returns after the order has been dispatched
- Problems reported more than 7 days after delivery
- Opened food, cosmetics or supplements (hygiene & safety)
- Parcels refused, unclaimed, or held for unpaid customs charges
Food, cosmetics and supplements are final sale — they can only be replaced or refunded if they arrive damaged, defective or incorrect. Original shipping charges are not refunded, and cancellation refunds are issued less the Stripe payment processing fee.
Good to know