Returns & refunds

Our return policy

You can return any unused item in its original packaging within 30 days of delivery for a full refund of the item price. We do not charge restocking fees.

For hygiene and food-safety reasons the following cannot be returned unless faulty: tea, matcha and other food items; cosmetics and bath products that have been opened; incense that has been opened; and anything personalised.

How to return

1. Email [email protected] with your order number and the items you would like to return. We will reply within one business day with a return authorisation and the address of our Tokyo studio.
2. Pack the items securely, ideally in the original box, and send them with a tracked service. Return postage is paid by you unless the item is faulty or we sent the wrong thing, in which case we will cover it.
3. Once the parcel arrives and has been checked, we refund the item price to your original payment method within 5 business days. Your bank may take a few more days to show it.

Damaged or incorrect items

If something arrives broken or we sent the wrong item, email us a photo within 7 days of delivery. We will send a replacement immediately or refund you in full, including shipping. You will not be asked to return the damaged item.

Exchanges

Because every parcel is shipped internationally, the quickest way to exchange is to return the original item for a refund and place a new order. If you would prefer we hold stock for you while the return is in transit, just ask.

Cancellations

Orders can be cancelled for a full refund at any time before dispatch. Once a parcel has left the studio, please follow the return process above.

Refund timing

Refunds are issued within 5 business days of our receiving a return, or immediately in the case of damage. Refunds for bank-transfer orders are sent to the account the payment came from; please include your bank details in your email if they differ.