Refund policy
Returns & Exchanges
■ Orders Placed and Delivered Outside Japan (purchased via Buyee)
For cancellations, returns, or exchanges on international orders, please refer to the policy of Buyee, our overseas proxy shipping service.
For details, please check the following link:
Buyee Return Policy
https://bc.help.buyee.jp/en/returns/
■ Orders Placed and Delivered Within Japan
Method and Deadline
If you wish to return or exchange an item, please send it back within 8 days after delivery.
Before returning or exchanging any items, please make sure to notify us by email in advance.
When returning or exchanging items, please enclose the delivery slip (a copy is acceptable) that was included with your order, and send it together with the item.
Please note that we cannot accept returns or exchanges in the following cases:
- Items that have been used
- Items that have been opened
- Items with damaged or missing packaging or accessories
- Made-to-order, custom-made, or engraved items
- Returns or exchanges requested for reasons other than product defects when the recipient is different from the purchaser
If the product is defective due to our error
If an item is damaged, delivered in the wrong quantity, or has any defect caused by our shop, we will exchange it if a replacement is available. If no replacement is available, we will process a return (refund).
Procedure
- Please contact us within 14 days after delivery with the following details:
- Your name
- Address / phone number
- Product name
- Reason for return or exchange
- Order number (included in the order confirmation email)
- We will provide instructions for the return process.
- Please return the item to us freight collect (cash on delivery).
- You must contact us in advance before sending the item.
- Please ensure the item is securely packed for return.
If the return is due to customer preference
If you wish to return an item for personal reasons, the return shipping cost must be borne by the customer.
Procedure
- Please contact us within 8 days after delivery with the following details:
- Your name
- Address / phone number
- Product name
- Reason for return or exchange
- Order number (included in the order confirmation email)
- Please return the item to us prepaid (shipping paid by customer).
- You must contact us in advance before sending the item.
- Please ensure the item is securely packed for return.
- Please note: If the item is damaged upon arrival, we may not be able to process the return, exchange, or refund.
- After the returned item has arrived and been inspected, we will proceed with either an exchange or a refund.
Order Changes and Cancellations
Changes to Orders
We regret to inform you that once an order has been completed, we immediately begin processing it with our distribution center.
Therefore, we are unable to accept requests such as:- Changing the quantity or items in your order
- Partial cancellations of an order
- Changing the delivery address or delivery date
If cancellation is still possible, please cancel your order in full and place a new order.
Order Cancellations
You may cancel your order before the confirmation email titled “Thank you for your order [Shoyu Online]” is sent, which will usually be issued on the next business day or the following business day after your order is confirmed.
Once this email has been sent, we are unable to accept cancellations.
To cancel your order, please contact us through the inquiry form with your order number and name. Our staff will get back to you.
Additional Orders
We do not accept “add-on orders.” Even if you place a new order specifying the same delivery date, time slot, and shipping address, it will be treated as a separate order.
If the order total is under ¥7,700, the standard shipping fee will apply.If you wish to add items, please cancel the original order (if still possible) and place a new order including all desired items.