Returns & Exchanges

We want you to be happy with your purchase. If something isn’t right, we’re here to help.

Return window
Please contact us within 14 calendar days of delivery to start a return.

Eligibility
Items must be unused, in the original condition, with all tags and original packaging.

How to start
Email tokyolumestore@gmail.com with your order number (and photos if there’s an issue). Kindly wait for our confirmation before sending anything back.

When it’s our fault vs. a change of mind

If we made a mistake (defective, damaged, or incorrect item)

• Contact us within 14 days of delivery.

• Once approved, we’ll share instructions and a return label or reimburse reasonable return postage.

• If an item arrives back with significant loss of value (signs of use, missing/damaged tags, missing parts), we may not be able to complete an exchange or refund.

If you changed your mind (or any reason not attributable to us)

• Returns are welcome within 14 days if the item meets the eligibility above.

• Fee: 10% repackaging/restocking per item.

• Shipping: All international shipping costs are the customer’s responsibility. The original ship-to cost is non-refundable, and return shipping is paid by the customer.

• If your original order qualified for free shipping and, after the return, your remaining total falls below the free-shipping threshold, the actual outbound shipping cost will be deducted from your refund.

• If any import taxes/duties are charged to us on the returned package, we’ll deduct that amount from the refund. To reduce this risk, please mark the parcel “Returned Goods.”

• Until your parcel reaches us, it remains under your responsibility. We recommend a registered, trackable service and keeping all receipts.
  

Cosmetic tolerances (not eligible for return/exchange)

Minor imperfections that do not affect function or overall value are not considered defects. Examples include:

• Hairline scratches or slight rub marks on hard surfaces

• Small paint/finish irregularities (specks, pinholes, micro-bubbles, minor color shading)

• Minor fabric variations (loose threads, tiny pulls/nubs, slight weave or pattern irregularities)

• Slight alignment/printing variance within normal manufacturing tolerances

• Retail packaging wear from transit (small dents or creases)

If your item arrives with significant damage or a functional defect, contact us within 14 days of delivery with photos so we can help.

Non-returnable items

Perishables, custom/personalized items, personal-care goods, sale items, and gift cards.

Exchanges

The quickest way: place a new order for the item you want. Once your return is received and approved, we’ll process your refund under this policy.

Refunds

We’ll email you once we receive and inspect your return. If approved, refunds go back to the original payment method within 10 business days. Your bank or card issuer may need extra time to post it.
If it’s been 15 business days since approval and you haven’t seen the refund, please email tokyolumestore@gmail.com.

• Refund method
  Refunds for returned items are issued to the original payment method.
  If a return-postage reimbursement is approved, we will reimburse via PayPal or an international money transfer service available in your country. The recipient account must be under the same name as the order. FX differences and third-party transfer fees are not covered. We do not refund to third-party accounts.
  

• Notes
  Reimbursements are processed in USD/JPY; FX differences and third-party transfer fees are not covered. We do not send refunds to third-party accounts.

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 cancel or 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.

Parallel-import notice

Because many items are parallel imports, manufacturer warranty or after-sales service outside Japan may be unavailable.
Stock can occasionally sell out at local Japanese stores. If we can’t fulfil an order, we’ll contact you to arrange a full refund or an alternative.

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Customs, duties & taxes (summary)

Incoterm: DAP (Delivered At Place). Import duties, VAT/GST, and customs fees are paid by the recipient. Thresholds and rates vary by country. Customs may ask for ID or proof of purchase; slow replies can lead to delays or returns.