Refund policy
A warm, integrity-first policy thoughtfully crafted for our global Japonista clients.
Preloved, Vintage & Antique Items
Our Assurance to You
At Japonista, we uphold the highest ideals of service, refinement, and professional integrity. Under any circumstance—expected or unforeseen—we are committed to offering you the most attentive, compassionate, and solution-oriented support possible.
Should any unavoidable issues arise during your transaction, we promise to stand with you, communicate with sincerity, and walk alongside you until a fair, honourable, and mutually agreeable resolution is reached.
Our guiding principle remains unwavering: If the fault is ours, we take complete responsibility. When we are apologetically at fault, we will cover the entire cost of the transaction and arrange the most favourable resolution possible. Integrity and accountability are at the heart of how we serve.
1. Condition Awareness & Buyer Responsibility
Items in this category are:
- Used, vintage, preloved, or antique
- Not brand-new nor flawless
- Expected to carry natural wear, patina, or age-related imperfections
These characteristics are part of what makes vintage and antique items unique, soulful, and collectible.
We pledge to:
- Provide clear, detailed photos
- Describe observable flaws honestly
- Offer accurate condition notes
- Answer all questions before purchase
We kindly ask all clients to review the listing thoroughly prior to purchase. If in doubt, please contact us—we welcome enquiries and are always happy to clarify details in advance.
2. No Returns or Refunds After Shipment
Once an item has been shipped, we cannot accept returns, refunds, or cancellations except in cases where the wrong product was sent. Vintage and antique items are unique and often irreplaceable, so we kindly ask customers to purchase mindfully.
3. Cancellation Window (Before Shipment)
- Requests must be made within 3 days of payment.
- Cancellations are only possible if packing or processing has not yet begun.
- An administrative and restocking fee of 20–40% of the item price will be applied to approved cancellations.
4. Priority & Reservation Policy
At Japonista™, we operate a multi-channel concierge system that serves both domestic and international collectors in real time. Because many of our items are rare, one-of-a-kind, or sourced through active collector networks, there may be exceptional cases in which an item is sold through our local channels before our team is able to update or delist it from this export-oriented portal.
If such a situation occurs, we sincerely apologise for the inconvenience and will issue a full refund immediately, without exception.
Our concierge team is authorised to entertain multiple simultaneous enquiries—locally and internationally—for the same item. As a matter of fairness and operational integrity, purchase priority is granted in the order that confirmed payments or reservation deposits are received.
To secure purchasing rights for any actively inquired item, we strongly encourage buyers to contact us promptly and arrange either:
- Full payment, or
- A non-refundable commitment deposit, indicating serious purchase intent
Once received, the item will be placed on hold in your favour, and our team will coordinate the remaining details with you directly. We genuinely look forward to getting to know your tastes and preferences so we can tailor our services more privately to your needs and desires.
5. Wrong Item Received (Our Error)
If we send the incorrect product, we will:
- Take full responsibility
- Cover all related costs
- Provide return instructions
- Send the correct replacement or issue a full refund
For assistance, please email: vintage.antiques.arts.japan@gmail.com
6. Special Exception Returns
On very rare, client-favoured occasions where we accept a return despite no fault on our side:
- All original and return shipping costs are paid by the buyer.
- A 30% restocking fee applies to the product price.
- Original shipping fees are non-refundable.
7. Exchanges
- Email us within 3 days of delivery for any exchange request.
- Purchase the replacement item as a new order.
- Return the original item only after we confirm approval and provide instructions.
8. Refund Processing
Approved refunds are processed within 10–30 business days. Your bank or card provider may require additional time to post the refund to your account.
Concierge & Proxy Logistics Services
Our Assurance to You
For all Japonista Concierge Logistics™ and proxy service operations, if Japonista is at fault, we will take responsibility in full and implement the most favourable resolution for our client, including covering the entire transaction cost where appropriate.
1. Nature of the Service
By engaging Japonista Concierge Logistics™, you authorize us to act as your proxy purchaser and logistics coordinator in Japan. Payment (partial or full) signifies a mutual service agreement and allows us to begin work on your behalf.
2. No Refunds After Payment
Once payment is received, refunds cannot be issued because time, labour, communication with sellers, and domestic arrangements are already being invested in the transaction.
3. When Refunds Can Occur
Refunds are only possible when the Japanese seller/shop/store (based on the client's request) or source cancels, defaults, or the transaction becomes impossible due to reasons outside the control of both the client and Japonista. In such cases you may choose:
- Partial refund – full amount paid minus an 18% engagement and administrative fee.
- Full credit – the entire amount can be kept as credit towards future services or acquisitions.
4. Client-Initiated Cancellations
If the client chooses to cancel after payment—due to change of mind, insufficient funds, or any personal reason—no refund can be issued. Work, communication, and coordination are already underway at that point.
5. Insurance, Damages & Mishaps
- Insurance claims are processed through the relevant carrier or insurance provider.
- The client is required to cooperate fully with the investigation process.
- Compensation received from insurers is remitted to the client within 2–3 weeks after Japonista receives the payout.
- Any bank transfer or wiring fees are deducted from the final amount sent to the client.
6. Advance Payments & Deposits
When final shipping or logistics costs are not yet determined, Japonista may request partial advance payments. All such payments are treated as non-refundable deposits, and the remaining balance must be settled before the final dispatch.
7. Dispute Resolution
We value long-term, respectful relationships. Any issues that arise will be discussed openly and resolved as amicably and honourably as possible.
Brand-New Japonista Merchandise
Our Assurance to You
For all Japonista-branded items, if a manufacturing defect, production error, or internal oversight occurs, Japonista will take full responsibility and provide a replacement or refund as applicable.
1. Defective or Incorrect Items
You may be eligible for a replacement or refund if your item arrives with:
- Manufacturing defects
- Printing or production errors
- Incorrect sizing caused by production
- The wrong item shipped
2. Non-Defective Exclusions
- Wrong size chosen by the customer
- Colour differences caused by screen or device settings
- Change of mind or other preference-based reasons
3. Reporting Issues
Please contact us within 3 days of delivery with your order number, clear photos, and a brief explanation of the issue so we can assist you promptly.
4. Refund Processing
Once approved, refunds are processed within approximately 10–30 business days. Actual posting time depends on your bank or payment provider.