Returns

Returns Policy

Last updated: May 2026

We want you to love what arrives. If something isn’t right, you can return most items within 30 days of delivery for a full refund of the item price.

30-day return window

You have 30 days from the delivery date (per carrier tracking) to request a return. After 30 days we’re unable to accept returns except for verified manufacturing defects.

UK and EU consumers — 14-day cancellation right

For most goods purchased online, you have the legal right to cancel your order within 14 days after the day you receive the goods, without giving a reason. This right applies in addition to the 30-day return window above.

After notifying us that you are cancelling, you must send the goods back within 14 days. Unless the item is faulty, damaged, or not as described, you are responsible for return shipping costs. We may withhold the refund until we receive the goods back or you provide evidence that you have sent them.

Some goods are excluded from this statutory right, including sealed hygiene goods once opened, personalized goods, perishable goods, and sealed audio/video media or software once unsealed.

Condition requirements

Items must be returned in their original condition:

• Unused, unworn, and unwashed.
• In original packaging, with all tags, manuals, and accessories included.
• Free of damage, stains, or signs of use beyond unboxing.

If a returned item arrives in unsellable condition, we may issue a partial refund or refuse the return at our discretion.

Items that cannot be returned

• Personal care, beauty, and skincare items once opened or used.
• Food, beverages, and consumables.
• Items marked “Final Sale” on the product page.
• Custom-made or personalized items.
• Digital goods or downloadable content.
• Gift cards.
• Items damaged by buyer misuse.

How to start a return

1. Email returns@tokyocarry.com with your order number and reason for return.
2. We’ll reply within one business day (Japan time) with return instructions and a return address in Tokyo.
3. Pack the item securely. Buyer is responsible for return shipping costs and we strongly recommend using a tracked carrier — we cannot refund items lost in return transit.
4. Once the return arrives at our Tokyo office and passes inspection (typically 3–5 business days), we’ll process your refund.

Refunds

Refunds are issued to the original payment method within 5–10 business days of return inspection. The refund covers the item price; original shipping fees and return shipping are non-refundable unless the item arrived defective or we shipped the wrong item.

Bank processing times mean it may take an additional 3–7 days for the refund to appear on your statement, depending on your card issuer.

Defective or wrong items

If your item arrives damaged or we shipped the wrong product, contact us within 7 days of delivery with clear photos of the damage and the packaging. We’ll cover return shipping and either replace the item or refund the full order — your choice.

If the package was visibly damaged at the time of delivery, please also report it to the carrier.

Lost or stolen packages

If your tracking shows “delivered” but the package is missing:

• Check with neighbors, your building’s mailroom, and any safe drop-off locations.
• Wait 48 hours — sometimes carriers mark “delivered” prematurely.
• Email us. We’ll work with the carrier to investigate. If recovery isn’t possible, we’ll process a refund or replacement based on the carrier’s resolution.

Refused or undeliverable shipments

If you refuse delivery, fail to pay customs duties (for non-U.S. destinations), or provide an incorrect address resulting in package return-to-sender, we’ll process the return when the package arrives back in Tokyo. We’ll refund the item price minus original shipping costs and any return-to-sender fees charged by the carrier (often $20–$60 depending on destination).

Customs duties on returns

U.S. orders: import duties pre-paid by Tokyo Carry on the original shipment are not recoverable from a refund standpoint, but you do not need to take any action with U.S. Customs — we handle that on our end.

Other countries: customs duties or taxes you paid to your country on the original import are not refundable by Tokyo Carry. Some countries allow you to reclaim these from your customs authority when you return goods abroad. Check with your local customs office. We can provide a copy of the original commercial invoice if it helps.

Statutory rights

Nothing in this policy limits your statutory rights under your country’s consumer-protection law. Where mandatory consumer-protection law in your jurisdiction grants you broader rights than this policy describes, those mandatory rights apply.

Questions?

Email returns@tokyocarry.com and we’ll help.