Refund policy
Regarding Product Returns and Exchanges
● Product Inspection
Upon receiving your order, please be sure to check for any defects in the product and verify that the order contents are correct. Please also keep the enclosed delivery slip.
● Regarding Returns and Exchanges
《Returns Due to Customer Convenience》
If the product you ordered is different from what you expected, or the size is incorrect, we will accept returns within 8 days of receiving the product.
This does not apply to products that have been used, products damaged or soiled due to customer negligence, sale items, service items, or custom-made products.
Return shipping costs are the responsibility of the customer.
For refunds, if you paid by a payment method that allows refunds, such as a credit card, we will refund the eligible amount.
For payments made via convenience store payment (Japan only):
For bank transfers, we will deduct the transfer fee. For cash registered mail, we will deduct the registered mail fee.
Shipping costs are not included in the refund amount. (Outside the EU)
《If the product has defects such as scratches or if you received a different product than what you ordered》
Please contact us by email within 8 days of receiving the product.
We will promptly exchange the product for the same item or accept a return and refund up to the amount paid, based on our inspection standards.
When contacting us, please include the following information: [Order Item Number], [Product Name], [Product Condition], and [Desired Action (Return or Exchange)]. We will explain the return and refund process after receiving your contact.
We will also cover the return shipping costs. Please send the item via cash on delivery. However, please note that we cannot accept returns if the received product meets any of the following criteria:
Products received more than 8 days ago
Products without tags or delivery slips
Products that have been used or show signs of use
Products damaged due to use
Products purchased from a source other than TAMAA WEBSHOP
●Regarding Product Returns
Please send the product after contacting us. We may not be able to process returns without prior contact. Please return the item in the following condition:
Please keep the product packaging and tags intact. Do not include anything other than the product and delivery slip, such as cash.
When returning the item, please use a shipping company that provides a tracking number.
■Regarding orders within the EU (14-day cooling-off period)
Customers who purchase items shipped within the European Union (EU) have the right to cancel or return their order for any reason within 14 days of receiving the product.
・Refunds: In accordance with EU regulations, we will refund the product price and the standard shipping fee at the time of order.
・Return shipping costs: International shipping costs for returns and any applicable customs duties are the responsibility of the customer. Please return the item prepaid.
・Excluded items: Custom-made items and other items created in advance to the customer's specifications are excluded. Furthermore, if there is evidence of use beyond what is necessary to verify the nature and condition of the product, the refund amount may be reduced.
*For return inquiries and return procedures, please follow the instructions above under "If the product is damaged or defective, or if you received a different product than ordered."
Click the profile icon in the store menu, or access the refund policy or returns page to submit a return request.
Log in to your account.
Enter your email address in the "Email Address" field and click "Continue."
Open the email sent from the store in your email account and copy the 6-digit verification code included in the email.
Return to the online store and enter the 6-digit verification code.
Click "Return Request" for the order you wish to return.
If your order contains multiple items, select the items you wish to return.
Select a reason for return and add a note to the store.
Click "Return Request."
You will receive an email once your return request is approved. After the item is returned, the refund will be processed.
*In case of translation discrepancies, the Japanese version takes precedence.*