Refund policy

Returns and exchanges

We do not accept returns or exchanges for a change of mind, an incorrect size selection, differences from your expectations or ordering mistakes. Please contact us before buying if you have questions. This policy does not limit rights that apply under mandatory law.

Defective or incorrect items

Please inspect your order when it arrives. If an item is defective or differs from what you ordered, email info@stactile-kyoto.com within 7 days of delivery with your order number, a description of the issue and photographs. After review, we will explain how to return the item or exchange it if replacement stock is available. Please also contact us about defective or incorrect sale items.

Keep the item unused and unwashed, except for an indoor fitting, with tags attached. Retain the receipt, accessories and packaging, and preserve the item and outer packaging as close as possible to their delivered condition. Differences in how colours appear on a screen do not by themselves establish a defect.

Return instructions and shipping costs

Contact us and wait for our return address and instructions before sending anything back. For a confirmed defect or shipping error on our side, we cover return shipping using the method we specify. International returns also require prior contact. We will provide instructions for the return service and customs paperwork. Do not send a parcel using a method of your choice before receiving our instructions.

Refunds

After inspecting the returned item, we will confirm refund eligibility and the amount. Approved refunds are normally issued to the original payment method. Processing times vary by card issuer and payment provider. We will explain which shipping charges are refundable based on the reason for return and the shipment circumstances.

We cannot directly refund duties, import taxes or customs-clearance fees paid directly to a customs authority or carrier. Please contact the recipient of those payments about any available refund. We will review the treatment of duties and import taxes collected at checkout during the return and refund process.

Cancellations and undeliverable parcels

Contact us as soon as possible to request an order change or cancellation. We may be unable to accommodate a request depending on preparation status, and changes or cancellations are not available after dispatch. See our Shipping policy for parcels returned because of refusal, non-collection or other delivery issues.

Contact: info@stactile-kyoto.com / +81 75-241-3066 (Japan time).