● Return policy
Due to the vintage/antique status and delicate nature of our items, in principle, we do not normally accept returns.
However, as each situation is different, feel free to get in touch with us if something arises.
● Damage report
In the event of a broken item, the insurance included in the Free EMS shipping requires that both the sender (we, the seller) and the recipient (you, the buyer) submit a damage report. In the event that either party doesn’t submit, the insurance becomes invalid.
We have been hearing a lot of conflicting information concerning the rules for handling the damage report from different countries. However, despite the information received in the recipient’s country, the Japan Post MUST receive a report from both parties, or they will refuse to issue any compensation for the damages.
(In the case that your claim has been rejected by your local post office, we ask that you please tell us when you went to the post office, which post office you went to, and who you talked to, if possible. [For example, if you go to the post office, but they tell you that only the sender needs to file the claim.])
In addition, as the customs fees are the recipient’s responsibility to pay, we can only give compensation for the broken articles. We are not able to refund the customs fees even if the items are broken.
For more details, please see the flow: HOW TO CLAIM THE DAMAGE REPORT
*Please note that you will need the shipping label in order to complete the damage report.
We deeply appreciate your understanding and cooperation in regards to these matters.