Returns and Refunds

We want you to be delighted with your purchase, but if this is not the case, you can return any item  within 14 days of receipt, provided that the products are returned complete, in perfect condition, unused, and with their original packaging.

Can I cancel my order before it has been dispatched?

If you change your mind within 12 hours of placing your order, please notify us by emailing  We will process a refund and notify you when this has been completed.

How do I make a return?

If you would like to return an item, please let us know by emailing We will then inform you of a return address to which you can post your item. Alternatively, you may return the item to our store on Kensington High Street.

Will I have to pay the return postage?

If you received free postage from us because your order was over £50, then we will supply you with a return address label via email and there will be no need to pay for postage. If you paid for the postage then we will ask that you pay for the return as well; although we will provide a return address label via email for you to use.

How do I get my refund?

Your refund will be processed when we receive the item(s) back in the condition in which it left us. We will notify you via email that the refund has been processed. As noted above, it is also possible to receive a refund in store if the items are returned to Japan House London by hand.