Refunds & Returns

Our Goal

We want you to be completely satisfied with your purchase. If there is any issue with your order, we will review each case individually and do our best to provide a fair and reasonable solution.

• You may request a return or exchange within 30 days after delivery.

Return & Exchange Conditions

Returns or exchanges are accepted in the following situations:

• The item is defective or damaged.
• You received the wrong item.
• The item has a manufacturing defect.

If the issue is confirmed, we will offer:

• Full refund, or Replacement / reshipment.
• If the size is not suitable, we can offer an exchange; however, the customer is responsible for the shipping cost.

Please note we cannot provide any returns or exchanges for accidental damage caused during laundering or dry-cleaning, such as stains, burns, shrinkage, discoloration, wrinkling, tears, rips, bleaching, iron damage, heat damage, seam or button hardware damage.

 

Order Cancellation

Orders can be canceled within 24 hours of placing the order.

Once an order is in production, processing, or has been shipped, it cannot be canceled.

 

How to Request a Return

Please contact our customer service before returning any item.

Provide the following information by email:

• Order number
• Email address used for the order
• Photo of the item (if damaged or incorrect)
• Reason for return

After verification, our support team will provide the return or refund instructions.

 

Lost Packages

If tracking shows "delivered" but you did not receive the package:

- Please contact the carrier first

- Then contact us within 7 days

We will investigate with the carrier and provide a replacement or refund once the issue is confirmed.

 

Incorrect Address / Failed Delivery

Please make sure the shipping address is correct when placing your order.

We are not responsible for delivery failures caused by:

• Incorrect shipping address provided by the customer.
• Failed delivery attempts.
• Customer not arranging redelivery within 30 days after the first delivery attempt.

Shipping fees will not be refunded in these cases.

 

Refund Policy

All refunds will be issued to the original payment method used at checkout.

Refund process:

• Refund will be issued after the request is approved.
• Processing time: 5–10 business days after approval.
• Bank or payment provider may take additional time to process the refund.

If you request a refund but we cannot locate your order, we may ask you to provide:

• Name on the order
• Email address
• Order number

Refunds cannot be processed without order verification.

Contact Us

If you need assistance, please contact our customer support:

Email: customer@tokyo-tiger.com