Refund Policy
Important information about cancellations, returns, and refunds.
For shipping fees, delivery areas, times, and methods, please see our Shipping Policy.
Cancellation & Return Policy
As a general rule, we cannot accept cancellations due to customer convenience after an order is confirmed, or returns after the product has been received.
Cancellations
Cancellations due to customer convenience after an order is confirmed are not accepted.
Changes to order details, payment method, address, phone number, as well as adding products, changing quantities, combining orders with different order numbers, or splitting shipments are not accepted.
We may cancel your order in the following cases:
- Incomplete or incorrect recipient address
- No response to our inquiries
- Unable to meet your requested delivery date
- Delivery impossible due to natural disasters (earthquake, typhoon, heavy snow, etc.) or pandemic
- Suspected bulk-buying/hoarding behavior
- All ordered items are out of stock
Returns Due to Extended Absence
Package holding periods by carrier (some exceptions for remote islands):
- Sagawa Express (regular): 8 days from first delivery attempt
- Sagawa Express (chilled): 4 days from first delivery attempt
- Sagawa Express (frozen): 4 days from first delivery attempt
- Japan Post: 7 days from first delivery attempt
If you are unable to receive your package due to extended absence, refusal of delivery, incomplete address, incomplete phone number (including overseas numbers), or failure to arrange redelivery, your order will be returned to us. We cannot reship returned packages. You will be charged for round-trip shipping costs.
Returns & Exchanges
Returns and exchanges for items purchased from our online shop are handled as follows:
* For items purchased at other stores, please contact the store directly.
[Customer's Reason]
As a rule, we do not accept returns for customer reasons (e.g., different from expectations, not to your taste, ordered by mistake, purchased elsewhere, etc.).
[Our Responsibility]
If the product was damaged during shipping, is defective, or a different item was delivered, we will exchange it for a good product or process a return/refund. Please contact us within 8 days of receiving the product. We cannot accept claims after 8 days or without prior contact.
If you have disposed of the contents before contacting us, or if the defect cannot be verified, we cannot process an exchange or refund.
If the full quantity cannot be confirmed upon return, we cannot process an exchange or refund.
* To verify damage/defects, please provide photos along with your order date, order number, and name.
≪Sample of required images≫* Return/exchange requests are accepted only from the original order purchaser.
We will provide the return shipping address. Please ship to our designated address.
Return shipping costs are covered by us.
If you request delivery of a replacement to an address different from the original order, shipping fees will apply.
Product refunds will be processed after we confirm receipt of the returned item, using the original payment method.
Refund Methods
Credit Card
Refunds are processed through the credit card used for payment. Our refund processing takes 2–3 business days, and a refund notification will be sent. Depending on your card agreement, it may take up to 2 weeks for the refund to appear. If 2 weeks have passed since the notification without a refund, please contact your card company.
Cash on Delivery (COD)
Refunds for COD orders are made via bank transfer.
* Online shop purchases cannot be handled at physical stores, and vice versa.