Refund policy

We do not accept returns or exchanges for reasons other than defective products or incorrect delivery. Please note that we cannot accept returns or exchanges due to customer convenience.
If you receive a defective or incorrect item, please contact us by phone or email within 7 days. Return shipping costs will be borne by us. After you contact us, we will explain the return and refund procedure.

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. A receipt or proof of purchase is also required.

To initiate a return, please contact us at info@toenjapan.com. Items must be sent to the following address: Atsumi Building, 4-8-7 Sendagaya, Shibuya-ku, Tokyo 151-0051, Japan.

If you have any questions regarding returns, please contact us anytime at info@toenjapan.com.

Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive 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, such as perishable goods (including food, flowers, or plants), customized products (special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have questions about a specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14-Day Cooling-Off Period
Notwithstanding the above, if merchandise is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without providing justification. As stated above, the item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. A receipt or proof of purchase is also required.

Refunds
We will notify you once we’ve received and inspected your return, and let you know whether the refund has been approved. 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 16 business days have passed since we approved your return, please contact us at info@toenjapan.com.