Returns, Refunds & Exchanges

We want you to be happy with your purchase. If something is not right, please contact us and we will do our best to help. This policy applies to purchases made directly through TokyoLume.

Nothing in this policy limits any mandatory consumer rights that apply under the laws of your country or region.

Return window

For voluntary returns, please contact us within 14 calendar days of delivery. Once we provide return instructions, the item must be sent back within 14 calendar days.

Return eligibility

Unless mandatory consumer law provides otherwise, returned items must be:

• Unused, unworn, and in their original condition

• Complete, with all tags, accessories, parts, and original packaging

• Accompanied by the receipt or other proof of purchase

Items that show use, damage, missing parts, missing or damaged tags, or other loss of value may be refused or may qualify for only a partial refund, where permitted by law.

How to start a return

Email tokyolumestore@gmail.com with:

• Your order number

• The item you wish to return

• The reason for the return

• Clear photos of the item, parcel, retail packaging, and shipping label if the item is damaged, incorrect, or incomplete

Please wait for our confirmation and return instructions before sending anything back. Returns sent without authorization may be delayed or refused. The return address may differ depending on the item and destination.

Damaged, defective, incorrect, or incomplete orders

If your order arrives damaged, defective, incorrect, or incomplete, please contact us as soon as possible, preferably within 7 calendar days of delivery, and keep the item and all packaging while we review the issue.

Prompt notice helps us investigate the shipment and submit any carrier claim. This requested reporting period does not limit any mandatory rights you may have under applicable law.

If we confirm that the issue is attributable to TokyoLume or occurred before delivery, we will provide an appropriate remedy, which may include a replacement, refund, or another solution required by applicable law.

Where a return is required, we will provide a prepaid return label when reasonably available or reimburse reasonable return postage agreed with us in advance.

We cannot treat damage caused by misuse, accidental damage after delivery, unauthorized repair, or ordinary wear and tear as a product defect.

Change-of-mind returns

If you change your mind or request a return for a reason not attributable to TokyoLume, the following conditions apply, except where prohibited by law or where statutory cancellation rights apply:

• The return must meet the eligibility requirements above.

• A 10% restocking fee, calculated on the price of each returned item, will be deducted from the refund.

• The original outbound shipping charge is non-refundable.

• Return shipping and any related international shipping costs are the customer’s responsibility.

• If the order received free shipping and the remaining order value falls below the applicable free-shipping threshold after the return, the actual outbound shipping cost may be deducted from the refund.

• Any customs duties, import taxes, VAT/GST, carrier fees, or return-import charges paid by TokyoLume in connection with the returned parcel may be deducted from the refund. Please clearly mark the customs declaration “Returned Goods” where appropriate.

The parcel remains your responsibility until it is delivered to the return address. We strongly recommend using a registered, trackable service and keeping the receipt and proof of shipment.

Normal manufacturing and packaging variations

Minor variations that are normal for the product and do not materially affect its function, appearance, or overall value are not normally considered defects. These may include:

• Hairline scratches or slight rub marks on hard surfaces

• Small paint or finish variations, such as specks, pinholes, micro-bubbles, or minor color shading

• Minor fabric variations, such as loose threads, small pulls or nubs, or slight weave and pattern irregularities

• Slight alignment or printing variation within normal manufacturing tolerances

• Minor retail-packaging wear from international transit, such as small dents or creases, unless the packaging condition was expressly described as part of the item’s collectible condition

We assess each case individually. This section does not apply where an item is materially damaged, unsafe, not functional, or significantly different from its description, and it does not limit mandatory consumer rights.

Non-returnable items

Unless the item is faulty, incorrect, or applicable law requires otherwise, we cannot accept returns for:

• Perishable goods

• Custom-made or personalized items

• Sealed personal-care, health, or hygiene goods after the seal has been opened

• Gift cards

• Items expressly marked Final Sale, but only where such a restriction is permitted by applicable law

A discounted or sale price does not by itself remove any mandatory right to return faulty or misdescribed goods.

Exchanges

The quickest way to receive a different item is to place a new order. Once the original return has been received, inspected, and approved, we will issue the applicable refund under this policy.

Refunds

We will email you after we receive and inspect your return. If the refund is approved, it will be issued to the original payment method, normally within 10 business days.

Your bank, card issuer, or payment provider may need additional time to post the refund.

If more than 15 business days have passed since we confirmed approval and the refund is still not visible, please email tokyolumestore@gmail.com.

Shipping charges, duties, taxes, and other deductions are handled according to the reason for the return, the terms above, and any mandatory law that applies.

EU/EEA and United Kingdom 14-day right of withdrawal

If you are a consumer in the European Union, European Economic Area, or United Kingdom and the applicable law gives you a statutory right of withdrawal, you may notify us that you wish to cancel your purchase within 14 calendar days after the day you receive the goods, without giving a reason.

After notifying us, you must send the goods back within 14 calendar days. You are responsible for the direct cost of return shipping unless the goods are defective, incorrect, or we agree otherwise.

For a valid statutory withdrawal, we will refund the price paid for the returned goods and the cost of our least expensive standard outbound delivery option. Any additional amount paid for an upgraded or express delivery method is not refundable.

The 10% restocking fee does not apply to a valid statutory withdrawal.

We may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the goods.

We may withhold the refund until we receive the goods or you provide evidence that they have been sent back, whichever occurs first.

The statutory right of withdrawal may not apply to certain goods, including:

• Goods made to your specifications or clearly personalized

• Goods liable to deteriorate or expire rapidly

• Sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed

To exercise the right of withdrawal, email tokyolumestore@gmail.com with a clear statement that you wish to cancel the contract.

You may use the optional form below, but you do not have to:

To: TokyoLume — tokyolumestore@gmail.com
I hereby give notice that I withdraw from the contract for the following goods:
Order number:
Ordered on / received on:
Customer name:
Customer address:
Date:

This statutory withdrawal section does not limit any separate legal rights relating to faulty, damaged, or misdescribed goods.

Parallel-import and availability notice

Some products may be sold as parallel imports. Manufacturer warranties, repairs, or after-sales service outside Japan may therefore be unavailable.

This does not limit any mandatory rights you may have against TokyoLume under applicable consumer law.

Stock at Japanese retailers can change without notice. If an item becomes unavailable before payment is captured, we will cancel the authorization so that no final charge is taken.

If payment has already been captured, we will offer a full refund or, with your agreement, a suitable alternative.

Customs, duties, and taxes

Orders are shipped DAP (Delivered at Place). Unless applicable law or the checkout states otherwise, import duties, VAT/GST, customs charges, and carrier handling fees are the recipient’s responsibility.

Customs authorities may request identification or proof of purchase, and delayed responses may cause delivery delays or the parcel to be returned.

Taxes or duties paid directly to customs authorities or carriers are generally not refundable by TokyoLume. Please contact the relevant authority or carrier to ask whether a refund is available when goods are returned.

Contact

For any return, refund, or exchange question, contact:

TokyoLume
Email: tokyolumestore@gmail.com