You can always contact us for any return question at our contact page.
For transactions shipped outside Japan, we will accept returns within 7 days only if the cardboard box in which the merchandise is enclosed is unopened, the merchandise is unused, the package is unopened and tags or other items have not been removed, and the merchandise ordered and received are different.
If you receive a different item and we do not have it in stock in our warehouse, we will refund your money.
We ask that you contact us in advance before returning an item.
Please understand this in advance.
Chaya is not responsible for any loss or damage during delivery by the shipping company.
In such cases, customers should contact the shipping company themselves to resolve the issue.
If your return is accepted, we will send you instructions regarding the shipping address.
The customer is responsible for all shipping costs, including customs duties, for returns and Chaya will not be involved in the return process.
Chaya will not be involved in any loss or damage caused by the shipping company in the event of a return. Customers are responsible for contacting the shipping company themselves to resolve any problems.
The customer is also responsible for all reshipment charges, including customs duties, incurred by Chaya when returning or exchanging merchandise.
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.
If your refund is approved, it will be automatically refunded to your original payment method within 10 business days. It may take time for your bank or credit card company to process and post your refund.
If more than 15 business days have passed since your refund was approved, please contact us through our Contact Us page.