Refund policy

Returns and exchanges are accepted within 7 days from the delivery date, provided that the items are unused.
If you wish to return an item, please contact us at the details below before sending it back, stating your name, order number, and whether you request a return or exchange.
We will then contact you by email or phone using the contact details provided at the time of your order.
When returning items, please ensure that they arrive at the designated return address within 7 days from the delivery date.
After we receive the returned item, we will process a refund or exchange.
Please note that it may take some time for the refund or exchange to be completed.

Exchanges are only accepted if the requested item is in stock. Shipping costs for exchanges are borne by the customer.

Please note that gift wrapping and shopping bags are not eligible for returns or exchanges.

Returns and Exchanges for International Orders

For international shipments, returns and exchanges are generally not accepted.
We will only accept returns or exchanges in the case of defective items or incorrect shipments. In such cases, please contact us promptly by email with photos of the relevant defect.
If the item is found to be defective or wrongly shipped, we will bear the cost of return shipping.
Returns and exchanges due to customer preference are not accepted for international shipments.

Cases Where Returns/Exchanges Will Not Be Accepted

・Items that have been used
・Items damaged due to customer’s responsibility
・Items missing product tags, price labels, or labels
・Requests made more than 8 days after delivery
・Items purchased from other stores (please contact the store of purchase)
・Other cases where we determine that returns/exchanges cannot be accepted

Return/Exchange Contact

Email: shop@itti-tokyo.jp
Tel: +81-3-5454-5111
Hours: 11:00–18:00 (Closed on Thursdays)

Return Address

ICHI GALLERY / ITTI Online Shop Returns
Matsuno Building 101, 2-18-16 Tomigaya, Shibuya-ku, Tokyo 151-0063, Japan
Tel: +81-3-5454-5111

Return Shipping Costs

For returns due to customer preference (e.g., “different from image,” “ordered by mistake”), the following costs will be borne by the customer:

・Shipping fee
・Packing material cost (300 yen)
・COD fee
・Refund handling fee (bank transfer, remittance, etc.)

Please return the item at your own expense (“prepaid”).
If items are returned “cash on delivery,” 1,000 yen (or the actual cost if higher) will be deducted from the refund.
In case of defects, please send us photos of the relevant issue by email.
If the item is defective or wrongly shipped, we will bear the return shipping cost.

Refunds

After confirming the returned product, we will process the refund via your credit card company.
Depending on the credit card company, the refund may take some time.
For payments made by bank transfer, COD, or convenience store payment, refunds will be made to your designated bank account.
Refunds will be processed within 5 business days after confirmation.

Please include the following details in your refund request email:

・Bank name
・Branch name
・Account number
・Account holder name (with furigana)

* Refunds will only be made to the account in the name of the customer who placed the order. (Family member accounts not accepted)
* Refunds cannot be made by registered cash mail.
* Refunds cannot be made at convenience stores.

Cooling-Off Period

As purchases on this website are classified as mail-order sales, the cooling-off system does not apply. Thank you for your understanding.

Order Cancellations

We generally handle order cancellations on a case-by-case basis. However, if the same customer repeatedly cancels orders, we may refuse future orders without prior notice, as this may interfere with our business operations.
Thank you for your understanding.