We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@nowa-tokyo.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@nowa-tokyo.com.
We cannot accept below reasons/conditions for as return
- Product tag has been removed.
- Slightly loose stitches.
- Slightly peeling paint on some decorations.
- Items for which more than 7 days have elapsed since delivery.
- Items for which the tags have been lost.
- Products that have been used.
- Products that have been damaged or defaced due to the customer's negligence (including packaging and accessories)
- Returns for reasons attributable to the customer (wrong image, wrong size, wrong order, etc.)
- Other items that clearly show signs of having been used (e.g. smell of perfume or cigarettes, cosmetics, pain or dirt on the product, etc.)
- In the event that an item is not received due to a long absence, the amount of the refund will be deducted from the return postage of $20 (including tax).
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Cancellation
If item has not shipped we can accept cancellation but once item has shipped we cannot cancel it.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@nowa-tokyo.com.
