Refund & Returns Policy - Tokyo Shelf

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

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 may already begin and cancellation may not be possible

How Cancellation Works:

  1. Send cancellation request to support@tokyoshelf.com with your order number
  2. We confirm cancellation receipt within 2 hours
  3. Full refund is initiated within 1–2 business days if cancellation is successful

Returns

We accept returns under the following conditions:

Item Condition:

  • Item must be unused and in original, resealable packaging
  • Packaging should show no signs of opening or tampering

Return Timeline:

  • Return requests must be made within 7 days of delivery
  • You have 30 days from delivery to physically ship the item back to us

How to Request a Return:

1. Email support@tokyoshelf.com with:

  • Your order number
  • Reason for return
  • Photos if the item has any visible issues

2. We'll email you return shipping instructions within 24 hours

3. Follow the shipping address and procedure in our response

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

Contact Us Quickly:

  • Email support@tokyoshelf.com with your order number and tracking number
  • Best within 7 days of delivery 
  • Include photos of the item and packaging showing the damage/defect

What We'll Do: Once we receive your report, we will:

  • Review photos and packaging condition
  • Determine if the item qualifies for replacement or refund
  • Respond within 24 business hours with next steps

Resolution Options:

  • Replacement: We ship you a new item at no cost
  • Full Refund: We refund the product cost + original shipping 

Return Shipping for Damaged Items:

  • We provide a free prepaid return label for shipping the damaged item back (if needed for replacement)
  • You don't pay return shipping for items we determined to be damaged or defective

Refunds

Once your return is received and inspected:

Refund Timeline:

  • Inspection: Takes 1–3 business days after we receive your returned item
  • Refund Processing: Approved refunds are issued within 3–5 business days (Mon–Fri, excluding holidays)
  • Payment Processing: Your payment processor (credit card company, PayPal, bank, etc.) posts the refund to your account within 3–5 additional business days after we issue it

What's Refunded:

✅ Product cost (full price)
✅ Original shipping cost (for defective/incorrect items)
❌ Return shipping cost (for standard returns initiated by customer)
✅ Return shipping cost (for defective/incorrect items)
✅ Any taxes/duties paid (for defective/incorrect items

 

Lost or Delayed Packages

If your package is lost or missing:

Timeline for Action:

  • Contact us within 20 days of shipment with your tracking number
  • Email: support@tokyoshelf.com with your order number and tracking number

What Happens Next:

  1. We investigate with Japan Post (typically 5–7 business days)
  2. If not found within 14 days, we file a claim with the carrier
  3. Claim resolution can take 4–8 weeks depending on the carrier

Resolution Options: Once the carrier determines the package is lost or unrecoverable:

  • Full Refund: We refund your entire purchase (product + original shipping) at no cost
  • Replacement: We reship your order at no additional cost; you can choose standard or expedited shipping

Your Choice: We'll contact you with the resolution options; you pick what works best.

Note: If you wait more than 20 days to contact us about a lost package, we may not be able to file a claim, but we'll still try to help. Contact us anyway.

Contact Us

Have a question? We're here to help.

Email: support@tokyoshelf.com
Include: Order number and tracking number (if applicable)
Hours: We respond to all inquiries within 24 business hours
Timezone: Japan Standard Time (UTC+9)
Email: support@tokyoshelf.com

Our Commitment

At Tokyo Shelf, we stand behind every order. If something goes wrong:

  • We respond quickly and fairly
  • We prioritize your satisfaction
  • We make things right with replacements or refunds

Your experience matters.