Refund Policy

Return Policy

Thank you for shopping at Kotoyama-san.

Please read this policy carefully before placing your order. Kotoyama-san offers clothing and accessories with a Japanese touch, including kimono-inspired jackets and related fashion items. Because many of our pieces are selected, limited, seasonal, or produced in small quantities, we ask customers to review all product details, sizing information, photos, and descriptions carefully before completing a purchase.

We generally do not accept returns or refunds for customer convenience, such as change of mind, wrong size selection, wrong order, or a difference between the customer’s expectation and the actual item, unless required by applicable law.

However, if there is a clear mistake or fault on our part, such as a defective item, damaged item, or incorrect item being delivered, we will handle the issue in accordance with this return policy.

If your order is shipped to the European Union, we also comply with the EU 14-day cooling-off period where applicable.

Return Eligibility

We have a 30-day return policy for eligible return cases. This means you have 30 days after receiving your item to request a return.

To be eligible for a return, the item must be in the same condition that you received it:

• Unworn and unused
• With original tags attached
• In its original packaging where applicable
• Free from stains, odors, damage, washing, alteration, or signs of wear
• Accompanied by a receipt or proof of purchase

Items sent back without first requesting a return will not be accepted.

How to Request a Return

To start a return, please contact us through the contact information provided on our website.

Please include:

• Your order number
• Your full name
• The item you wish to return
• The reason for the return
• Photos of the issue, if the item is defective, damaged, or incorrect

If your return is accepted, we will provide instructions on how and where to send your package. Please do not send items back before receiving return instructions from us.

Return Shipping Costs

If the return is due to our mistake, such as a defective, damaged, or incorrect item, we will provide appropriate return instructions and cover the return shipping cost where applicable.

If a return is accepted for any other reason, the customer may be responsible for return shipping costs, customs fees, import duties, taxes, and any other related charges unless otherwise required by applicable law.

Original shipping costs, customs duties, taxes, and import fees are generally non-refundable unless the return is due to our mistake or required by law.

Returned Packages / Refused Delivery

If a package is returned to us due to customer circumstances, including refusal of delivery, failure to collect the package, incorrect shipping information, unpaid import duties or taxes, or long-term absence, the customer may be responsible for the original shipping cost, return shipping cost, customs charges, and any related handling fees.

If a refund is approved in such cases, these costs may be deducted from the refund amount.

Damages and Issues

Please inspect your order immediately after delivery.

If the item is defective, damaged, or if you received the wrong item, please contact us as soon as possible so that we can evaluate the issue and make it right.

When contacting us about a damaged, defective, or incorrect item, please include clear photos of:

• The item
• The packaging
• The shipping label
• The damaged or incorrect area

This helps us review the issue quickly and accurately.

Non-Returnable Items

Certain items cannot be returned, including:

• Items marked as final sale
• Sale items, unless defective or required by law
• Gift cards
• Custom-made, personalized, or altered items
• Items that have been worn, washed, damaged, stained, or used
• Items without original tags or packaging
• Items returned without prior approval

Please contact us before placing your order if you have questions about a specific item.

Exchanges

We do not guarantee direct exchanges, because many items may be limited in stock.

The fastest way to obtain a different item is to request a return if your item is eligible, wait until the return is accepted, and then place a new order separately.

European Union 14-Day Cooling-Off Period

If the merchandise is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification, where this right applies under EU consumer law.

To be eligible, the item must be in the same condition that you received it:

• Unworn and unused
• With original tags attached
• In its original packaging where applicable
• Accompanied by a receipt or proof of purchase

Please note that certain items may be excluded from this right under applicable law, including custom-made, personalized, altered, or final-sale items where legally permitted.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved.

If approved, the refund will be processed to your original payment method within 10 business days. Please note that your bank, credit card company, or payment provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us through the contact information provided on our website.

Important Notes

Colors may appear slightly different depending on your screen settings, lighting, and device display. Small differences in color, texture, or appearance are not considered defects.

Please check all product photos, measurements, descriptions, materials, and care instructions before ordering.

By placing an order with Kotoyama-san, you confirm that you have read and understood this Refund Policy.