Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@shoptomari.com. Please note that returns will need to be sent to the following address: Tomari / Okos Corporation, 1-11-12 Nihonbashi-Muromachi, Chuo-ku, Tokyo 103-0022, Japan

Who pays return postage. If you are returning an item because you changed your mind, the return postage is yours. If the item was faulty or we sent the wrong thing, we pay it — send us a photograph first and we will tell you how to post it back and cover the cost. If something arrived broken, you do not need to post it back: see below. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@shoptomari.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective or if you receive the wrong item, so that we can evaluate the issue and make it right.

If something arrives broken

Write to hello@shoptomari.com within 7 days of delivery, with your order number and three photographs: the broken piece, the inside of the box, and the outside of the box with the shipping label showing. For orders over US$50, a short video of the parcel and what was inside helps us resolve it faster, if you are able to take one.

Please keep the box, the packing and the broken pieces for 30 days. If your parcel went by Express (EMS), Japan Post’s insurance requires the parcel to be kept as it arrived and reported to your local post office, and we will guide you through it.

Every piece is photographed before it is packed, and we check your photographs against ours. Once the damage is confirmed, we send a replacement or a refund, whichever you prefer, at no cost to you. You do not need to post anything back unless we ask.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as 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 get in touch if you have questions or concerns about your specific item.

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

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. 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 too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@shoptomari.com.