REFUND POLICY
At TOKYO STATION ONLINE SHOP, we strive to provide you with the latest premium product from Japan. We want you to be completely satisfied with your purchase. However, we understand that there may be situations where you need to request a return or refund. Below, we outline our policy and procedures for such cases:
Refund Methods:
We primarily offer refunds via the original payment method. However, each such request will be evaluated on a case-by-case basis.
Cancellation Before Shipment:
For both pre-orders and in-stock items, cancellations will typically result in the issuance of store vouchers for future purchases (in case of a refund request to the original payment method, we reserve the right to evaluate this on a case-by-case basis).
Please note that all refund requests, without exception, are subject to a 10% restocking/cancellation fee, which will be deducted from the refunded amount. However, if the cancellation is due to an error on our part, we will refund the entire fee.
Return Requests:
If you wish to request a return, please contact our staff for approval within one week of receiving your order.
Products must be in their original condition and will be inspected upon arrival at our facility before a refund is processed.
The processing of your return may take up to 15 business days, and your refund may take an additional 10 business days to appear on your statement.
Please note that shipping costs are not included in the refunded price, and a 10% restocking fee will apply. However, if the return is due to an error on our part, we will cover all these costs.
Exceptions:
Custom orders are considered final sales and cannot be returned.
Since collectible products can fluctuate in value, we apply a pro-rata refund based on the item's value on the day of receipt.
How to Make a Request:
Any return request must be approved by our staff and submitted within one week from the date of receipt.
Returned products must include their original packaging and all accessories or parts as in the original order.
The customer will be responsible for all shipping charges and any risks and damages associated with the return.
Unauthorized returns, such as those due to incorrect shipping addresses or unclaimed packages, will not be eligible for a full refund, and additional shipping charges may apply.
Customer Support:
Our dedicated customer support team will make every effort to respond to your messages promptly. However, please be aware of potential delays due to time zones and Japanese holiday dates.
Other Information:
It is the customer's responsibility to provide accurate shipping addresses during the order process. We are not liable for misdirected packages due to incorrect addresses.
All packages are delivered with a signature requirement. Please ensure accurate information and avoid using post office boxes. Use the ROMAN alphabet (rōmaji) for names.
Thank you for choosing TOKYO STATION ONLINE SHOP. Your satisfaction is our priority, and we appreciate your trust in us. If you have any questions or require assistance, please do not hesitate to contact us.