Refund & Returns Policy - Tokyo Shelf

Refund & Returns Policy

At Tokyo Shelf, we aim to make your experience simple, transparent, and reliable — from sourcing in Tokyo to delivery at your doorstep.

1. Order Cancellation

Because many of our products are sourced fresh after your order:

  • Orders can be cancelled within 2 hours of purchase

  • After this window, preparation or sourcing may already begin and cancellation may not be possible

2. Returns

We accept returns under the following conditions:

  • Item must be unused and in original packaging

  • Return request must be made within 7 days of delivery

To request a return, contact us at:
support@tokyoshelf.com

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  • Contact us within 48 hours of delivery

  • Include photos of the item and packaging

We will quickly resolve the issue with:

  • Replacement, or

  • Partial/full refund depending on the case

👉 Your experience matters — we’ll make it right.

4. Refunds

Once your return is received and inspected:

  • Approved refunds are processed within 3–7 business days

  • Refund will be issued to your original payment method

5. Shipping Costs

  • Original shipping fees are non-refundable

  • Return shipping costs are the responsibility of the customer (unless item is incorrect or damaged)

6. International Shipping & Customs

We ship directly from Tokyo, Japan to customers worldwide.

  • Customs duties or import taxes may apply depending on your country

  • These charges are determined by your local customs authority and are not included in our prices

👉 We aim to clearly declare shipments to help minimize unexpected charges where possible.

7. Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned:

  • Opened skincare or cosmetic products

  • Used personal care items

  • Food or snack products

8. Lost or Delayed Packages

If your package is significantly delayed or lost:

  • Contact us and we will assist in tracking and resolving the issue

  • We will work with the shipping carrier to find a solution

9. Contact Us

For any questions or support:

Email: support@tokyoshelf.com
Location: Tokyo, Japan

Tokyo Shelf

Authentic products. Freshly sourced. Delivered from Tokyo.