Refund policy

We cannot accept returns or refunds for personal reasons. If the item is defective or damaged, please contact us using the contact information below to request a return or exchange, attaching a photo.

To be eligible for a return or exchange, the item must be in the same condition as when you received it, unworn and unused, with tags attached and in the original packaging. A receipt or proof of purchase is also required.

To request a return or exchange, please contact us at traveller.tokyo.customer@gmail.com. We will email you the return address.

If your return or exchange is accepted, you will receive a return shipping label and instructions on how and where to ship your package. Items returned prior to your return request will not be accepted. Shipping will be prepaid.

If you have any questions about returns or exchanges, please contact us at traveller.tokyo.customer@gmail.com any time.

Damage and Issues
Please inspect your order and receive it immediately. If the item is defective, damaged, or you received the wrong item, please contact us immediately. We will evaluate the issue and address it appropriately.

Exceptions/Non-Returnable Items
Fragile items (e.g., mugs), perishable items (e.g., food, fresh flowers, plants), customized items (e.g., special orders, personalized items), and personal hygiene products (e.g., beauty products). We also cannot accept returns of hazardous materials, flammable liquids, or gases. If you have any questions about a specific product, please contact us.

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

 

European Union 14-Day Cooling-Off Period
Notwithstanding the above, if your merchandise is being shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason, without providing a valid reason. As above, but the item must be in the same condition as when you received it, unworn or unused, with tags attached and in the original packaging. A receipt or proof of purchase is also required.

Refunds
You will be notified once your return has been received and inspected. You will also be notified if your refund is approved or rejected. If approved, you will automatically receive a refund to your original payment method within 10 business days. It may take some time for your bank or credit card company to process and disburse your refund.
If more than 16 business days have passed since your return was approved, please contact us at traveller.tokyo.customer@gmail.com.