Return/exchange policy

we would never send a damaged product to you. However, we are aware that sometimes items could get damaged during international transportation process by Japan Post and/or your country’s Post Office. If your item is damaged at that time of receiving your parcel, please let us know asap and we will submit a damage report to Japan Post, who will launch an official investigation into why, how and by whom your item was damaged.

Ultimately Canada Post/ Japan Post and your country’s Post Office are responsible for investigating your case and for compensating your damaged item if your case is proven eligible. Unfortunately yoyomono.com cannot influence their official investigation nor compensation assessment.

Please contact us within one week of your package arrival. To process your claim, first we will ask you to provide photos or a video of the damaged product, which we might submit to Japan Post along with an official damage report.

Second, you’ll need to submit a damage report to your post office in your local area (please bring your ID such as a driving license).

Once two damage reports are received by Post Office, they will investigate and inform the sender the result of their investigation. When a compensation payout is received at our store, we’ll ask you to resend the damaged item back to Japan/ Canada (you’ll be reimbursed for the shipping fee) and upon arrival of the item, a replacement will be dispatched to the address of the customer. Please note that the replacement cannot be sent to a different person or address under no circumstance.

Assistance with your claim won’t be available if:

1. Seven days after your package is officially declared “delivered in the online tracking information.
2. There is no provision of images of the damaged product upon request.
3. The product is not deemed to be damaged or defective after assessing the images provided by you.
4. The product has been previously used.
5. Items can’t be returned, including clearance items, gift cards, personalized items, items marked ‘Non-Returnable’ on the sale page and items purchased as part of a bundle at a discounted rate.

RESEND/ REFUND
We can re-send your parcel on a few conditions. First, you’ll be charged for shipping fee when your parcel arrives back at our office in Japan/ Canada. When the payment for shipping is made, your parcel will be sent back to you.

Even if your order was eligible for free shipping in the first place, resending is NOT FREE under any circumstance. Thank you for your understanding.

Under any circumstance, there will be NO refund for a parcel returned to Japan/ Canada. Returned items will be stored at our storage for six months since the date of return to Japan. If customers do not agree to pay for re-shipping fee, they will be discarded after six months.

According to the refund policy stipulates that a refund will be considered only when a product is damaged or defect upon arrival. It is the customer’s responsibility to check taxes and make sure that a particular product can be imported. Thus, in a case of a parcel being seized, or rejected entry and returned to Japan/ Canada, by your country Customs Office, we are unable to provide a refund.

A refund will not be made in the case of a personal preference (e.g. “I don’t like the taste”, “I don’t like the look of this product”). Our refund policy stipulates that a refund will be made only when a product is damaged or defected upon arrival. The customer needs to (1) notify us within seven days of the package arrival and (2) provide pictures or a video of the damaged product.

A customer cannot keep a product when asking for a refund. If it is confirmed by our refund management office that the product is indeed damaged, a customer will be asked to return the product to our office in Tokyo first and we will either refund or resend a new product.

LOST - If you do not receive your parcel within a reasonable timeframe, please contact your local post office first by presenting your tracking number. In some countries we provide a free shipping option with and without a tracking number. If you’ve selected free shipping without a tracking number then we are unable to assist you in this matter and will not be able to refund or resend your order.

A refund will not be made in the case of a personal preference (e.g. “I don’t like the taste”, “I don’t like the look of this product”). Our refund policy stipulates that a refund will be made only when a product is damaged or defected upon arrival. The customer needs to (1) notify us within seven days of the package arrival and (2) provide pictures or a video of the damaged product.