Guest Return and Refund Request

Returns & Exchanges

We want you to be completely satisfied with your online purchase. If you are unhappy for any reason, we'll gladly accept the return of unused/unworn items.

IMPORTANT
In order for your return to be valid YOU MUST NOTIFY US OF YOUR INTENT TO RETURN PRIOR TO SHIPPING THE ITEM BACK. Failure to do so will risk the items being lost and your return will not be accepted (parcels from customers that did not notify us will not be accepted and will be returned to you). ANY COSTS INCURRED (INCLUDING CUSTOMS DUTIES AND TAXES) AS A RESULT OF A FAILURE TO FOLLOW THE RETURN INSTRUCTIONS PROVIDED BY US VIA EMAIL OR HEREIN, SHALL BE DEDUCTED FROM THE REFUND OR CREDIT AMOUNT.

Return Policy

For customer convenience case:

• Returns and exchanges must be initiated within 7 days of receiving your order and items must be received by KOKUYO within 30 days from the date of purchase, barring any customs-related delays for returns from outside Japan.
• All returned items must be in their new and original condition: unused, not hemmed, unwashed, unworn and with tags attached.
• All accessories and items accompanied by items originally (such as cases, user manuals, and spare parts) must also be returned.
• No returns or exchanges for discounted items are accepted.
• Returns that do not meet the above requirements will not be accepted. 
• Shipping and service fees are not refundable.
• If your final purchase amount is below the free shipping threshold after returning a product, we will deduct the original shipping costs that would have been charged from the refund. However, if you choose to be refunded via a cash coupon, we won't deduct the original shipping costs. 
• You will be responsible for all costs in relation to returns/exchanges, including return shipping costs, duties and taxes.

For any deficiency case on us:

• Returns and exchanges must be initiated within 7 days of receiving your order and items must be received by KOKUYO within 30 days from the date of purchase, barring any customs-related delays for returns from outside Japan.
• All returned items must be in their new and original condition: unused, not hemmed, unwashed, unworn and with tags attached.
• All accessories and items accompanied by items originally (such as cases, user manuals, and spare parts) must also be returned.
• Returns that do not meet the above requirements will not be accepted. 
• Shipping and item fees are both refundable.

How to Return/Exchange:

For exchanges: Please place a new order for your desired item while we process a refund for your returned order. 

• Initiate a Return
  • Within 7 days of receiving your order, please follow below steps to submit return requests:

Order placed when you were logged in: 

1. Log in to your Account. 
2. Go to Order History and click on View all.
3. Under Order History, find the order that you want to return and then click on Return and Refund. Please note Return and Refund button will become unclickable when the return window is closed. 
4. Select the item(s) that you want to return and choose a return reason. 
5. Click on Returns & Exchanges Policy, confirm your return request fulfils the return conditions, then click Agree. 
6. Click on Submit Request. 

Order placed as guest: 

1. Go to My account, fill in Order number and Order Email, then click Check Status. Under Order Summary, click on Return & Refund.
2. You will land on Guest Return Request Page. 
3. Enter the required information.
4. Click on Returns & Exchanges Policy, confirm your return request fulfils the return conditions, then click Agree. 
5. Click on Submit Request.

After receiving your return request, we will review the eligibility. Once your return request is accepted, you will be notified via email.

• Package the Item(s)
  Pack your item(s) and invoice into a bag or box.
  
   
• Select Shipping Method
  • Use any courier service that offers tracking and signature on delivery to send the parcel back within the specified time to the address provided by Customer Care.
    Note: We are not responsible for packages lost through regular mail or other services that do not provide delivery slips or tracking services.
  • On the air waybill please include your invoice number and note "Return shipment to Japan".
  • All costs in relation to costs of returns/exchange shall be borne by you. Please note that the shipping fee quoted on our website for purchases under the free shipping threshold is not a reference for the actual return costs. We can also arrange for return shipping labels and pick up for you if you prefer, and we will deduct the return shipping costs from your refund amount.
• Send return tracking number
  Prepare a photo or scanned copy of the return invoice/receipt and the tracking number to [email protected]. 
• Refund Process
  • If you have an account, login here. 
  • You may choose to receive your refund in the original form of payment or as a store credit/coupon.
  • Once we receive the returned item(s), your refund will be initiated within 1-2 business days. 
  • Refunds in the original form of payment may take up to 10 business days to show up on your account due to varying processing times between payment providers.  If you do not receive your refund after 10 business days, please contact customer service via [email protected] or live chat and they will gladly assist you.