Refund policy

Cancellations:
 Please note that once an order has been shipped, it cannot be cancelled. If you wish to cancel your order after it has been dispatched, you will need to follow the return process after receiving the item. In such cases, the customer is responsible for all return shipping costs and any non-refundable duties/taxes.

Return/ Refunds:
 We have a 15-day return policy, meaning you have 15 days from the date you receive 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.

Please understand that when you are returning items for your own reasons, we cannot refund the shipping cost or the import duty/tax that you or we have already paid. In addition, the cost of the return shipping label will be deducted from your final refund amount.

To start a return, contact us at info@hitohira-japan.com with the package size (cm), weight (kg), and order number. Please note that returns will need to be sent to the following address: 2-16-16, Sangenjaya, Setagaya-ku, Tokyo-to, 154-0024, Japan

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 questions at info@hitohira-japan.com.

Damages and issues:
 Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or you receive the wrong item, so we can evaluate the issue and make it right.

Exceptions / non-returnable items:
 Certain items cannot be returned, including 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, then make a separate purchase for the new item.

European Union 14-day cooling-off period:
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to return your order within 14 days, for any reason and without a justification. As above, 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. 
Please note that you will be responsible for the return shipping cost, which will be deducted from your refund. Furthermore, we do not refund any import duties, taxes, or customs fees paid at the time of importation. To recover such charges, please contact your local customs office directly with your proof of return.

 

Refunds:
 We will notify you once we’ve received and inspected your return, and let you know if the refund has been 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@hitohira-japan.com.