Cancellation Policy
Returns, Refunds, and Cancellations
Thank you for choosing Yukiwa (hereinafter referred to as "we," "our," or "the shop").
Our shop specializes in reused kimonos, obi sashes, and kimono accessories, handling both second-hand items and new, old-stock items that have been in long-term storage.
Reused items may show slight changes due to long-term storage or aging, as well as signs of wear. We strive to inspect the condition of our products as thoroughly as possible and make every effort to disclose any stains, dirt, or damage on the product pages.
While we also strive to ensure that product images represent the actual colors as closely as possible, please note that the colors may appear different depending on your computer, smartphone, or viewing environment.
If you have any questions about an item's condition, size, or color before making a purchase, please feel free to contact us via chat, phone, or email.
Returns and Shipping Costs
Depending on the reason for the return, we will handle requests as follows:
[Customer Convenience]
As a general rule, we do not accept returns due to differences in color, personal image, or size.
[Shop Error / Defective Products]
If our shop is at fault—such as significant undisclosed stains or damage, incorrect dimensions, or incorrect shipment—we will accept a return and provide a refund. The shipping costs for such returns will be covered by our shop.
[Inquiries Regarding Product Condition]
First, please send us photos of the relevant area so we can compare them with the product page description. If it is difficult to determine the condition from photos alone and we deem it necessary to inspect the item in person, we will cover the return shipping cost for the inspection. We will then notify you of our decision regarding the return and refund based on the results of our inspection.
Order Cancellations
You may cancel your order via your account order history page before the item has been shipped.
https://account.yukiwa-kimonoshop.jp
※ If you ordered using only a phone number, please use the link provided in your SMS order confirmation email.
We cannot accept cancellations after an item has been shipped. Once shipped, the request will be handled in accordance with our return policy below.
Returns Due to Customer Convenience
As a general rule, we do not accept returns or exchanges for the following reasons:
- The color or pattern of the item differs from your expectations.
- The item does not fit.
- You made a mistake in selecting the item, size, quantity, etc.
- You no longer need the item after ordering.
- Other cases where no fault is found on the part of our shop regarding the product itself.
We strive to match the colors of our product images to the actual items, but they may appear different depending on your device or viewing environment.
Additionally, dimensions such as the kimono's length and sleeve length are listed on the product page. If you are unsure about the size, please contact us before purchasing.
Click here for information on kimono sizing.
If, after considering individual circumstances, we make an exception and accept a return for customer convenience, you may be responsible for the return shipping costs as well as the original shipping costs incurred when we sent the item to you.
If you wish to make a return, please be sure to contact us before sending the item back.
Returns Due to Shop Error or Defective Products
In the following cases, we will provide a return and refund after verifying the condition of the product:
- You received an item different from what you ordered.
- There are significant stains, dirt, or damage not mentioned on the product page.
- There are clear errors in the dimensions or specifications listed on the product page.
- There is another major discrepancy between the product description and the actual item.
In such cases, please contact us via email, chat, or phone within 5 days of receiving the item.
For inquiries regarding product condition, please first send us photos where the relevant area is visible. We will review the photos and the content of the product page to determine how to proceed.
If our oversight, incorrect description, or product defect is confirmed, we will handle the return and refund. The shipping costs for the return will be covered by our shop.
Conversely, if our review shows that the condition was already posted or described on the product page, the item is generally not eligible for return.
※ Stains, dirt, damage, and signs of wear already described on the product page do not generally qualify as product defects.
※ Conditions typical of reused items or those within the range generally expected based on the product rank and description may not be considered product defects.
When Condition Cannot Be Confirmed via Photos
If it is difficult to judge the condition of the item from the photos provided, we may ask you to return the item so we can inspect it in person.
If we ask you to return the item for physical inspection, we will cover the return shipping costs.
We will provide instructions on how to return the item, so please use the specified method. Please do not return the item until you have received instructions from us.
If our inspection of the returned item reveals our oversight, an incorrect description, or a product defect, we will proceed with a return and refund.
If the inspection reveals that the item is in the condition already described on the product page or is within the range expected from the product description and rank, it will generally not be eligible for a return or refund.
In this case, the item will be returned to you. We will inform you of the return shipping costs before you send the item back for our inspection.
Return Contact and Shipping Deadlines
As a general rule, please notify us of any returns or product defects within 5 days of receipt of the item.
If your inquiry falls on a weekend, holiday, or outside business hours, please contact us via email or the contact form within the deadline, and we will respond on the next business day or later.
If we accept a return or request a physical inspection, we will provide you with return instructions. Please ship the item within 3 days of receiving these instructions, as a general rule.
If you cannot ship the item within this timeframe due to personal circumstances, please consult with us in advance.
Please note that if you return an item without contacting us in advance, we may not be able to accept the return.
Cases Where Returns Cannot Be Accepted
Except for cases involving our errors or defective products, we generally cannot accept returns in the following situations:
- The return period has expired.
- The item has become dirty, damaged, or acquired an odor while in your possession after arrival.
- The item is in a different condition than when it was shipped.
- Accessories originally included with the item are missing.
- There are signs that the item has been worn or used.
- The obi shows creases from being tied.
- The item has been processed, tailored, or had a family crest added.
- Items such as lucky bags or sets that are explicitly marked as "non-returnable" on the product page.
- The item has been damaged or soiled due to carelessness or improper use.
If you are unsure whether an item is eligible for return, we will handle your case individually after confirming the product condition, description, and the information you provide.
This policy does not limit your legal rights as a customer.
Refunds
Once the returned item reaches our shop and we have verified its condition, we will process your refund within 5 business days of confirming eligibility.
As a general rule, refunds will be issued via the same payment method used for the original order.
Please note that depending on the processing speed of your credit card company or payment service, it may take some time for the refund to reflect on your statement after we have processed it.
For Customers Residing in the EU (EU Consumer Right of Withdrawal)
Customers within the EU may be entitled to a right of withdrawal under EU consumer protection laws.
Eligible customers may, as a general rule, cancel their contract within 14 days of receiving the goods without providing a reason.
Conditions for the right of withdrawal in the EU may differ from the return policy above, so please check the following page.
Right of Withdrawal (For EU Customers)
You can also request a return or withdrawal via your account page below.
https://account.yukiwa-kimonoshop.jp
※ If you ordered using only a phone number, please use the link provided in your SMS order confirmation email.
This policy does not limit your applicable legal rights.
Inquiries Regarding Returns and Refunds
If you have any questions regarding returns or refunds, please contact us through the following channels:
Contact via Form
Click here for the contact form
Contact via Email
Contact via Phone
Phone: 075-341-0626
Business Hours: 10:00 – 17:00
Business Days: Monday – Friday (excluding national holidays)
SHOP INFORMATION
Announcement of Yukiwa
New member registration is here
Know the perfect size for your kimono
Know which colours suit you best
We will tailor your obi for you.
We can engrave various crests.
Various payment methods available
