Shipping/Returns

Important: Your order is shipped once your payment has been cleared. Please contact our customer service center (customer_care@torayoshi.com) with your order number if you would like to request an exchange or return on your order.

Shipping costs:

1) Free domestic/international shipping on all order above 23,000 JPY.

Customs and Duties
The recipient will be held responsible for international shipments which may be subject to import duties and taxes. Please be advised that these charges are levied by the destination country and we do not have control over them. In the case that the recipient refuses to receive the parcel, the order will be returned to China and will not be re-shipped. Relevant expenses (round-trip shipping, customs, etc.) will be deducted from the refund.

1. Requirements:
Please take into consideration that we only accept qualifying returns but not exchanges. Refunds are issued once the returned products complete our inspection.

1) A product is eligible for cancellation if:
-you posted a Return request within 24 hours of payment and your order is still under “Pending” status (if your order is under “Queued for Shipment” status, please contact our customer service center) or
-the order is delayed for more than 10 days since payment and you have not received any notification regarding the delay; or
-the ordered product is out of stock.

2) We accept return(s) if:
-you receive a product different from your order; or
-you receive a defective product.

**Return instructions
(1) Log on to your my page, click the return button to request and fill the form accordingly.
(2) A customer service representative will be in contact to assist you by email.
(3) Products returned must be in their original condition, which includes tags and any packaging. Also, you need to include a note of your order number, name, and user ID.

* Please be advised that returns are accepted ONLY IF you followed the instructions above and your return request has been approved by our staff. Returns that are shipped to us without any prior consent are not accepted.
* Please note that EVEN the defective/incorrect item(s) must be returned with all of the tags and labels intact. The item(s) must be sent in their original packaging and unworn.
* Please include all contents of the original package and free gifts (if applicable) in your return packaging.
* Shipping fee for any return caused by our fault will be paid by the company. However, if EMS’ cash on delivery is not possible then you can scan the return receipt and either mail it with the item to return or post an image of it on the forum. The shipping fee will be refunded once the returned item has arrived.

3) We do not accept return(s) if:
-you are returning the products just because you changed your mind (on size, color, etc.)
-the products are damaged due to your mishandling
-your return request is not approved by our staff

The following products are not considered defective:
* Products that are originally manufactured without tags or labels
* Products with creases that may have been made while shipping
* Products with unsatisfactory/incomplete finish due to mass production

4) If there is a missing item from your order:
*Contact our customer service center by email within 1 day of delivery.
*Please keep all contents of the original package including packaging material (boxes, plastic bags etc.) with you until you are instructed otherwise.

Please note that we may not be able to process the refund for your missing product if you lose or damage any packaging material.