Refund policy
Last Update: April 23, 2026
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. There is a 7.1% restocking fee for returned/refunded items. The customer is responsible for all shipping fees incurred when returning an item or items to us.
To be eligible for a return, your item must be in the same condition that you received it: unworn, unopened, or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. The customer assumes all responsibility, including paying the non-refundable cost to ship back to Japan, when returning items.
To start a return, you can contact us at fromjapantoyourdoor@gmail.com. Please note that returns will need to be sent back to Japan.
If your return is accepted, we’ll send you instructions on how and where to send your package. We will refund your money, minus a 7.1% restocking fee, once we have received the product or products. Please note that the customer is responsible for all shipping costs incurred when returning undamaged, or non-defective items. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at fromjapantoyourdoor@gmail.com.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food), 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.
GIFT CARDS ARE NON-REFUNDABLE.
Damages
Please inspect your order upon reception and contact us immediately if the item is damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
If an item is damaged, you must take photos (file size 1MB or less) of the damaged item, and send them to fromjapantoyourdoor@gmail.com for approval within 3 days of receiving the item. Please do not throw away the damaged item before taking the photos. Minor cosmetic damages, such as scuffs and dents will not be refunded. If you do not notify us and send us the pictures within 3 days of receiving the damaged item, we may not be able to exchange or refund your purchase.
Please understand that there are certain acts of nature that we have no control over, such as (but not limited to) chocolate melting in transit due to hot weather. If you receive a package, and your order has been damaged due to an act of nature, we can refund the product, but we WILL NOT REFUND THE SHIPPING COST. By "shipping cost," we DO NOT mean the cost you paid for shipping at checkout, which, in most cases, is a promotional discount price. By "shipping cost" we mean the ACTUAL COST we paid to ship to you, which is based on weight and is affected by currency exchange fluctuations. If you order something such as (but not limited to) chocolate, you do so at your own risk, so we advise that you DO NOT order (for example) chocolate when the weather is hot.
Shipping and Customs Issues
Shipping
We are very sorry, but we are unable to refund orders that were not successfully delivered due to the customer's own negligence. Examples of this include, but are not limited to, not giving the correct mailing address during the time of checkout, and not picking up your order at the postal carrier's facility if there was an unsuccessful delivery attempt. In these situations, the package containing your order will be sent back to our office and will NOT be refunded.
Please make sure to thoroughly check that all information you enter during checkout (mailing address, e-mail address, phone number, etc.) is correct before submitting your order. If you find that you have made a mistake, you may try to e-mail us at fromjapantoyourdoor@gmail.com, but the situation will be out of our hands once the package has been shipped. At that point, it is best to contact your local carrier (usually USPS for US customers) to see what you can do from there. As stated above, these cases are non-refundable, and the most we can do is, once we have received the package, resend it to the correct address that you provide to us. Please be advised that this will incur additional weight-based shipping fees (Discounted shipping that you may have received during your initial order WILL NOT APPLY in this case. You will be charged the standard rate, which is determined by the physical weight of the package).
If you were not present at the address you provided on your order form during the time of delivery, and an attempted delivery was made, you are required to contact the postal carrier and arrange a different time or method of pickup. The postal carrier will generally hold your package for a specified amount of time (please check with your local carrier). After that time has passed, and the customer has not arranged for a different time or method of pickup, the package will be sent back to our office in Japan. As stated above, these cases are non-refundable, and the most we can do is resend it. Please be advised that this will incur additional weight-based shipping fees (Discounted shipping that you may have received during your initial order WILL NOT APPLY in this case. You will be charged the standard rate, which is determined by the physical weight of the package). Each order has a tracking number, so we advise that you keep an eye on your package while it is in transit.
US CUSTOMERS: Additional tariffs/duties and all associated fees will be charged on top of the additional shipping fee for reshipments.
Lost or Stolen Packages
We are very sorry, but we are NOT responsible for lost or stolen packages, and we will NOT refund or replace them.
Once the package has left Japan and arrived in the intended country, the responsibility lies with either the shipping carrier (in most cases the country's national postal service) or your building's mail room/reception area/front desk. If you suspect that your package has been lost or stolen, please contact the above services or your local authorities and follow their procedures.
Customs
If your order was rejected, confiscated, or tampered with by Customs, you must take a photo of any notice they have sent you and send it to us at fromjapantoyourdoor@gmail.com.
We offer a wide range of products that we send to countries throughout the world. Each country has its own rules and regulations for what products they will allow to be imported through the mail. It is the customer's responsibility to check the rules and regulations of their country before buying. You can verify the contents of each food item at the bottom of the product's page in the "CONTAINS" section. If your package is not allowed through customs and sent back to us in Japan, you will have one of three options:
1. We can reship your order. Choosing this option means that additional shipping fees will be charged for both the return shipment to our office in Japan from Customs AND the second attempt to ship it back to you. Discounted shipping that you may have received during your initial order WILL NOT APPLY in this case; you will be charged the standard rate, which is based on the physical weight of the package (NOT how much you spent during your original purchase).
US CUSTOMERS: Additional tariffs/duties will be charged on top of the additional shipping fee for reshipments.
2. We can offer you a gift card to use at our store for the same value as your purchase, minus the original weight-based shipping amount that we paid when we sent the package and a 7.1% restocking fee.
3. We can give you a refund of your purchase, minus the original weight-based shipping cost that we paid when we sent the package and a 7.1% restocking fee.
US CUSTOMERS: Tariffs/duties and any associated fees will not be refunded.
Import Tax/Duties/Tariffs
We offer our services to over 150 countries throughout the world. Each country is different in regard to the import taxes/duties/tariffs they charge for international purchases. We have no control over these charges, and, therefore, import taxes/duties/tariffs---should there be any---are not included* in the price of your order. In cases that import taxes/duties/tariffs are imposed, it is the customer's responsibility to pay them. Any orders returned to us because the customer refused to pay the import taxes/duties/tariffs will NOT be refunded. We suggest checking with your country's duty-free exemption threshold and tariff laws before placing an order if you are opposed to paying import taxes/duties/tariffs.
*US CUSTOMERS: Import tariffs/duties and fees will be charged during checkout for the time being. Please be aware that additional tariffs/duties and/or any associated fees out of our control may be charged at the time of delivery. Customers who refuse to pay these additional fees (should they occur) will not be refunded for any amount of their order.
Exchanges
We do not accept exchanges.
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, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. All shipping costs are to be born by the customer for returns and/or exchanges. There is also a 7.1% restocking fee off the total of your purchase for returns.
Refunds
If the item is damaged and you have notified us and sent us pictures of the damaged item within 3 days of receiving the item, we will let you know whether 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. If more than 15 business days have passed since we’ve approved your return, please contact us at fromjapantoyourdoor@gmail.com.
For refunds in regard to undeliverable items, please refer to the above section "Shipping and Customs Issues."