Refund policy

Tokyo Tori – Exchange & Store Credit Policy

At Tokyo Tori, we take pride in the quality and craftsmanship of our products. If something isn’t quite right, we’re here to help with a smooth and hassle-free exchange or store credit process.

1. No Return / Refund Policy

We do not offer returns or refunds on any products.
However, we happily support exchanges or issue store credit under the conditions below.

2. Eligibility for Exchange / Store Credit

To be eligible, please ensure:

  • The request is made within 7 days of receiving the product.

  • The item is unused, unwashed, undamaged, and in its original packaging with tags intact.

  • The product is not part of a sale, discounted, clearance, or promotional offer. These are strictly final sale and not eligible for exchange or credit.

3. What Can Be Exchanged

You may exchange an item for:

  • A different size of the same product
    OR

  • A store credit valid for future purchases on our website.

Store credits are valid for 90 days from the date of issue.

4. Non-Exchangeable Items

We cannot process exchanges for:

  • Products purchased during sales, Black Friday, limited-time promotions, or exclusive drops

  • Items showing signs of wear, damage, or altered condition

  • Customised or specially requested items

5. Exchange Process

  1. Email us at hello@tokyotori.com with the subject line: Exchange Request – Order #XXXX.

  2. Include clear photos of:

    • The product

    • Tags and packaging

    • Any issue (if applicable)

  3. Our team will review your request within 48 hours.

  4. Once approved, you will be required to ship the product back to us.

    • Shipping costs for sending the item back are borne by the customer.

  5. After we receive and inspect the item, we will issue:

    • The exchange, OR

    • Store credit via email

6. Damaged or Wrong Product Received

If you receive a defective or incorrect item, please notify us within 24 hours of delivery with unboxing photos/videos.
We will arrange a replacement at no additional cost.

7. Shipping Costs

  • Shipping charges are non-refundable.

  • In case of an exchange, the customer is responsible for the return shipping cost and reshipping fee (if applicable).

8. Contact Us

For any queries or assistance, reach out at:

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, 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.

To start a return, you can contact us at hello@tokyotori.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@tokyotori.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


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.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@tokyotori.com.


📩 hello@tokyotori.com
We’re here to help you with a smooth shopping experience.