Shipping and Returns

Orders will be filled in the order received and shipped accordingly. Since we are a (very) small business operating from our home, we cannot guarantee any shipping times, but we'll do our best to communicate with you regarding any delays or issues with your order.

In-stock items usually ship within 3-5 business days. Custom orders usually ship 3-5 days after item is finished. 

We may use Japan Post Office, Kuroneko Takkyubin, or Sagawa for best options.

Special note regarding custom orders: Payment for custom orders is required before project begins and we encourage mindful consumerism. Cancellations of paid custom orders are not accepted.

Since imperfections and flaws are part of our design elements, we only accept returns for items that are clearly not what you ordered or were clearly damaged in transit.  We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Including photos taken upon receipt of delivery will also speed up the process.

To start a return, you can contact us at elizabeth@itomakimaki.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at elizabeth@itomakimaki.com. 

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

We cannot accept returns on sale items or gift cards.

 

Exchanges
We do not accept exchanges at this time. Thanks for your understanding.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at elizabeth@itomakimaki.com.