Refund policy

Returns and exchanges

As a rule, we do not accept returns or exchanges for personal reasons, including an item looking different from what you expected or an order placed in error. Please bear this in mind before ordering.

We will, however, respond promptly in the circumstances below.

Defective or incorrect items

If an item is defective or you receive something other than what you ordered, please contact us within 7 days of delivery to the designated address in Japan.
We will cover the shipping costs and arrange a replacement or refund promptly.

  • Contact period: within 7 days of delivery to the designated address in Japan
  • Shipping costs: covered by us
  • Resolution: replacement with a non-defective item, or a refund if no replacement is available

If you use a proxy shopping or parcel forwarding service, the period starts when the item reaches the designated warehouse or other delivery address in Japan, not when it reaches you overseas. After contacting us within this period, please follow our instructions for returning the item.

How to return an item

  1. For a defect or an incorrect delivery, email mail@kaede-nachi.com within 7 days of delivery to the designated address in Japan. Photographs of the problem will help us respond.
  2. We will provide the return address and instructions.
  3. For returns from within Japan, send the item to the address we provide with shipping charges payable by the recipient. If the item has already been forwarded overseas, please contact us before returning it.
  4. After receiving and checking the item, we will dispatch a replacement or process your refund.

Refunds

Where a refund is needed, we will check the returned item and process the refund through your original payment method. Depending on your card issuer or payment provider, it may take some time to appear on your statement, usually around 5–10 business days.

Cancelling an order

You may cancel before dispatch by emailing mail@kaede-nachi.com. We cannot accept cancellations after dispatch.

Exceptions

We may be unable to accept a return, even for a defective item, in the following cases:

  • You did not contact us within the period stated above.
  • The item was damaged or soiled while in your possession.
  • The item has been used, altered, washed or cleaned.

Contact

If you have any questions, please contact us.
Email: mail@kaede-nachi.com