Refund policy
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.
To start a return, you can contact us at tokyogalleryinfo@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
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 tokyogalleryinfo@gmail.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 perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
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 tokyogalleryinfo@gmail.com.
Returns & Refund Policy
UK & EU 14-Day Cooling-Off Period
If you are a customer in the United Kingdom or the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without providing a justification.
To exercise this right, you must notify us within 14 days of receiving your order. The item must be returned in the same condition that you received it, unused, with any original packaging and accompanied by proof of purchase.
EU Right of Withdrawal
If you are a customer residing in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order without giving any reason.
To exercise your right of withdrawal, please contact us at:
tokyogalleryinfo@gmail.com
and provide your order number and details of the item(s) you wish to return.
Returned items must be sent back within 14 days of notifying us of your decision to withdraw.
For EU Customers:
Customers are responsible for return shipping costs unless the item is faulty, damaged, or supplied incorrectly.
Once we receive and inspect the returned item(s), we will process any eligible refund to the original payment method.
Our 30-Day Return Policy
In addition to your statutory rights, we offer a 30-day return policy.
This means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be unused, in its original condition and packaging, and accompanied by proof of purchase.
To start a return, please contact us at:
Return Address
Returns should be sent to:
Tokyo Gallery
Unit 557, Stables Market
Chalk Farm Road
Camden
London
NW1 8AH
United Kingdom
For UK Customers :
If your return is approved, we will provide a prepaid UK return label along with instructions on how to return your item.
For EU and International Customers:
Customers in the European Union and other international destinations are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.
Items sent back without first requesting a return will not be accepted.
Refunds
Once we have received and inspected your return, we will notify you whether your refund has been approved.
If approved, refunds will be issued automatically to your original payment method within 10 business days.
Please note that your bank or card provider may require additional processing time before the refund appears in your account.
If more than 15 business days have passed since your refund was approved, please contact us at:
Damaged, Faulty or Incorrect Items
Please inspect your order upon arrival and contact us immediately if your item is damaged, faulty, defective, or if you have received the wrong item.
We may request photographs of the item and packaging to help us assess the issue and resolve it as quickly as possible.
Non-Returnable Items
Certain types of items cannot be returned, including:
- Personalised or custom-made products
- Perishable goods
- Personal care products
- Hazardous materials
- Flammable liquids or gases
- Gift cards
If you are unsure whether your item is eligible for return, please contact us before returning it.
Exchanges
The quickest way to receive a replacement item is to return the original item and place a new order once your return has been approved.
Contact Us
If you have any questions regarding returns, refunds, or exchanges, please contact:
Email: tokyogalleryinfo@gmail.com
We aim to respond to all enquiries within 24 hours.
About Tokyo Gallery
Established in 2019, Tokyo Gallery specialises in authentic Japanese tableware, gifts, homeware, decorative ceramics, and traditional Japanese lifestyle products sourced directly from Japan.
Originally based at the historic Stables Market in Camden, London, Tokyo Gallery began as a physical retail store serving customers from around the world. Today, we operate exclusively online, offering secure UK and worldwide delivery while continuing our passion for bringing authentic Japanese craftsmanship, culture, and design to homes across the globe.