Cases that we accept return and exchange of products

Under our Premium Service, if you are not satisfied with your products, please contact us within 7 days after receiving your package in Japan. All products must be unused or unopened. So, please check your goods as soon as you received them.

Please be sure to contact customer service at cs@kaigaishoppers.com first for instructions on how to return items.

We will not be able to work with any products returned to us without prior consent from us regardless of the condition of the product.

If you are returning or would like to exchange something just because you don't like what you received.

In this case, we will refund 85% of the purchase price of the goods upon receipt of the item(s) back at our Portland office and after we have verified the condition of the goods to be new and unused. Please understand that many US merchants apply a restocking fee for returning product. In such cases we would charge you for the merchant's restocking fee as well. So for example, if you return a sweater that cost $100:

Cost of the Sweater $100

15% processing fee -15

US shipping fees back to merchant 4.50

merchant restocking fee (e.g. 15%) -15

amount of refund $65.50

Just to summarize, the following are nonrefundable: our transshipment service fee, the original US domestic shipping charges, and all international shipping costs.> Additionally, you must bare the cost of returning the goods to our service facility in Portland.

Your product arrive damaged.

Under our Premium Service, we make sure that your goods are in good condition by visually inspecting each item in your order, thus, any damage likely occurred during transport from our service facility to you.
In this case, Yamato is liable for compensating for your loss. The actual amount will vary depending on the degree of damage but not exceeding the initial product price (US shipping and handling fee is not included).

You must contact your local station and report damage immediately. Please note that such cases are extremely rare and that in the case where a damaged item is being replaced, we work closely with Yamato to get any replacement out to you as fast as possible.

In the case where damage is not caused by delivery please contact us within 7 days (right away is best) and we will work quickly to resolve the matter.

Your received wrong size and/or wrong color.

When you find the product's size or colors is different from what you instructed us to purchase on your behalf, we will try our best to exchange it to the right one or
refund the full amount including purchase price,our service fee, international shipping cost and tax upon receiving the item at our service facility.
Shipping costs that you paid to return the item to us will be reimbursed as well. In case of partial return of the ordered items, we will calculate the amount of refund based on the price of the particular product including our service fee,international shipping cost and tax.

Please take a digital photo of the product and attach it to the return request to our customer service (cs@kaigaishoppers.com) and we will take care of it.
Please understand that we cannot accept the return and/or exchange of products for aesthentic and/or matters of opinion that you think it's a wrong item.

Cases we cannot accept return and/or exchange of products

In the following cases, we cannot accept your return and/or exchange request.

• The products have been delivered more than 7 days.
• The product is damaged and/or stained by the customer.
• The product has been used.
• The product that was approved by the customer when we sent the confirmation of the goods before shipping it to Japan.
• Due to a difference of opinion regarding a product's quality or beauty.
• When the merchant does not accept returns.