Refund policy

We want you to love what you’ve ordered, so we encourage you to take a moment to carefully review all product details, descriptions, and sizing before placing your order. This helps to make sure your chosen items are just right for you.

  • We accept returns within 14 days of the purchase date. 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. Requests for exchange or credit must be accompanied by proof of purchase. Proof of purchase is the emailed tax receipt, order number or details on the date of purchase. We reserve the right to refuse an exchange or return without adequate proof of purchase.
  • Return shipping costs are the responsibility of the customer. We currently don’t offer free returns, so we kindly ask you to arrange and cover the cost of sending the items back to us.
  • When returning an item, please ensure it’s packaged securely and appropriately. If your item is fragile, we recommend using protective wrapping and sturdy packaging to help it arrive back to us safely.
  • We’re unable to take responsibility for any damage that occurs to items during their return journey. If a returned item arrives damaged, we may not be able to issue a refund or exchange. To avoid this, please make sure your parcel is well-protected before sending it.
  • Damage caused by misuse is not covered under our return policy. Please follow all care and usage instructions provided to keep your item in the best condition possible.

 

Return process
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@toranekoshoten.com. Please note that your return needs to be accepted before you send us the item. 

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

Please also keep in mind that the customers are responsible for return shipping costs. We do not charge any restocking fees for returned items.

Please note that sale items are not eligible for refunds. All sale item purchases are final.

You can always contact us for any return questions at hello@toranekoshoten.com.


Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you received 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 personalised 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 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. 
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@toranekoshoten.com.