Refund policy
Timeframe
You may request a return within 14 days of the date your order is delivered.
How to start a return
1. Please submit a return request through our simple online form as soon as possible.
- For change of mind returns, please select the most suitable reason in the form.
- For damaged or defective items, please include clear photos of the damage/defect and the packaging (if relevant) — this helps us verify the issue quickly and process your request smoothly. Should stocks be available, you may choose to have a replacement delivered to you at our cost and the original item delivered will also be collected.
2. We will review your request and reply within 48 hours (usually much sooner) with confirmation and next steps.
3. Once confirmed, we’ll provide you with the return address and any specific packing guidance to keep your item safe on its journey back.
Who pays for return postage?
- For change of mind returns, return postage is the responsibility of the customer. We kindly ask that you use a tracked service so both of us have peace of mind.
- For damaged or defective items, we'll gladly cover the return shipping costs after reviewing your photos and confirming the issue.
What is refunded?
- For change of mind returns, you will receive a full refund of the product price (excluding the original delivery charge). We are unable to refund the original delivery cost, as this is a separate service charge from our carrier.
- For damaged or defective items, we'll reimburse both the original delivery cost (if applicable) and any return postage you've incurred, once verified.
Condition of returned items
- For change of mind returns: Items must be returned in their original, unused condition with all tags, packaging, and protective materials intact. We gently inspect each return to ensure it can be lovingly re-prepared for another home.
- For damaged or defective items: We'll assess based on the photos and details you provide. We would appreciate if you can return with original packing and protective materials.
Refunds
Once we receive and inspect the item (usually within 3–5 working days ), we will process your refund to the original payment method. You should see the funds reflected in 10-15 working days, depending on your bank or card provider.
We truly appreciate your understanding — and your trust in bringing a little piece of Japan into your everyday moments.
If anything feels unclear or you simply want to talk it through, please don’t hesitate to reach out.
Moments Matter.
Team iromizu