Refund policy
We have a 7-day return policy, which means you have 7 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, unworn or unused, with tags, and in its original packaging for sanitary reasons. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@chouohctokyo.com. Customers are responsible for all return shipping costs, including any import duties, customs fees, and taxes incurred when returning product
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@chouohctokyo.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
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 ingredient based skincare products once opened). 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.
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.
Incorrect Address
Please ensure your shipping address is correct before completing your purchase. We cannot be held responsible for shipments that are lost, undeliverable, or returned due to address errors provided by the customer. Address corrections must be requested within one day.
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.
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 5 business days. CHOUOHC is not liable for any delays or costs incurred at customs. Please remember it can take some time for your bank or credit card company to process and post the refund too. Your refund reflects the amount you actually paid for the item, minus the $122 USD import and customs fee. If a discount code was applied to your original order, the refund is calculated based on the discounted price paid — we are unable to refund more than the amount originally charged. If more than 15 business days have passed since we’ve approved your return, please contact us at support@chouohctokyo.com.
