We want you to be completely satisfied with your online purchase. If the delivered item is damaged, stained, or incorrect. we will replace it if a replacement is available, or refund your money if no replacement is available.


When you receive the item, please check the condition of the item immediately for any damage, stains or imperfections. In the unlikely event that the delivered products are damaged, stained, or incorrect, please notify our Customer Care Team. In the case of defective or damaged products, please attach multiple cuts of photos (both the product and packaging). Products with defects may be returned to us.

In order for your return to be valid YOU MUST NOTIFY US OF YOUR INTENT TO RETURN PRIOR TO SHIPPING THE ITEM BACK. Failure to do so will risk the items being lost and your return will not be accepted (parcels from customers that did not notify us will not be accepted and will be returned to you). ANY COSTS INCURRED (INCLUDING CUSTOMS DUTIES AND TAXES) AS A RESULT OF A FAILURE TO FOLLOW THE RETURN INSTRUCTIONS PROVIDED BY US VIA EMAIL OR HEREIN, SHALL BE DEDUCTED FROM THE REFUND OR CREDIT AMOUNT.

Return Policy

  • As a general rule, we do not accept returns for customer reasons.
  • Returns must be initiated within 7 days of receiving your order and items must be received by D&DEPARTMENT within 30 days from the date of purchase, barring any customs-related delays for returns from outside JAPAN.
  • All returned items must be in their new and original condition: unused, unprocessed, unwashed, food in unopened packages and with tags attached.
  • All accessories and items accompanied by items originally (such as cases, user manuals, spare parts and tags) must also be returned.
  • It is necessary to share photos of the product(s) and the packaging condition (cushioning material, etc.) when you pack the items for return.
  • No returns or exchanges for discounted items are accepted.
  • Returns that do not meet the above requirements will not be accepted. 
  • If your final purchase amount is below the free shipping threshold after returning a product, we will deduct the original shipping costs that would have been charged from the refund. However, if you choose to be refunded via a cash coupon, we won't deduct the original shipping costs.  
  • You will be responsible for all costs in relation to returns/exchanges, including return shipping costs, duties and taxes.

How to Return

  • Initiate a Return
    • Within 7 days of receiving your order, please send your Return request to customer service via or live chat with the information set out below.
    • Please provide customer service with your order number, details of the item you want to return and the reason for your return, and we will get back to you with return instructions.
  • Package the Item(s)
    • Pack your item(s) and original invoice into a bag or box.
  • Select Shipping Method
    • Please contact our customer support for the return shipping address and more information regarding the return procedure. Use any courier service that offers tracking and signature on delivery.
    • On the airway bill please include your invoice number and note "Return shipment to JAPAN". 
    • All costs in relation to costs of returns/exchange shall be borne by you. Please note that the shipping fee quoted on our website for purchases under the free shipping threshold is not a reference for the actual return costs. We can also arrange for return shipping labels and pick up for you if you prefer, and we will deduct the return shipping costs from your refund amount.
  • Send return tracking number
    Prepare a photo or scanned copy of the return invoice/receipt and the tracking number to
  • Refund Process
    • If you have an account, login here.
    • You may choose to receive your refund in the original form of payment or as a store credit/coupon.
    • Once we receive the returned item(s), your refund will be initiated within 1-2 business days. 
    • Refunds in the original form of payment may take up to 10 business days to show up on your account due to varying processing times between payment providers.  If you do not receive your refund after 10 business days, please contact customer service via or live chat and they will gladly assist you.