Returns & Refunds

We want you to love what you receive. Because every order travels from Japan, please read how returns work for cross-border orders.

Our 14-day promise

If something arrives damaged, faulty, or not as described, contact us within 14 days of delivery and we'll make it right with a replacement or a full refund — including any return shipping we ask you to arrange. Please email support@amanogawa.cloud with your order number and a photo of the issue. Photos let us resolve most problems immediately, often without needing the item back.

Change-of-mind returns

If you simply change your mind, you may return an unused item in its original condition and packaging within 14 days of delivery. For change-of-mind returns:

  • The item must be unused, undamaged, and in its original packaging.
  • Return shipping back to Japan is paid by you. (International return postage can be costly, so please choose carefully.)
  • We refund the product value once the item arrives back with us in resalable condition.
  • Original cross-border shipping and any import duties already paid are non-refundable for change-of-mind returns.

Items that cannot be returned for change of mind

For hygiene, safety, and the nature of the products, the following cannot be returned unless they arrive damaged or faulty:

  • Food, drinks, snacks, matcha and any consumable goods (food safety).
  • One-of-a-kind and handmade pieces marked “one of a kind” — these are unique items photographed exactly as sold. (Of course, if a one-of-a-kind piece arrives damaged, we'll refund you in full.)
  • Earrings and pierced jewellery (hygiene).
  • Items clearly marked “final sale.”

Damaged in transit

Fragile items are carefully packed and insured. If your item arrives broken, keep the packaging and send us photos within 14 days. We'll arrange a replacement (if available) or a full refund — you won't pay return postage for damaged goods.

How refunds are issued

Approved refunds are returned to your original payment method, in your original payment currency, within 5–10 business days of approval (or of the returned item reaching us). Your bank or card provider may take a few extra days to display it.

Wrong or missing items

If you received the wrong item or something is missing, contact us within 14 days and we'll correct it at no cost to you.

Cancellations

Because we dispatch quickly, we can only cancel an order before it ships. Contact us as soon as possible at support@amanogawa.cloud. Once an order has shipped from Japan, it falls under the returns policy above.

Questions? Email support@amanogawa.cloud — we're here to help.