Returns & Exchanges

ISAMI has the following returns and exchanges policy so you can shop with confidence. Please read it before ordering.

Change-of-mind returns and exchanges (size or colour)

Unworn, unwashed items with all original packaging, accessories and backing card (contents vary by product) can be returned, or exchanged for another size or colour of the same product, if you contact us (hello@isamijapan.com, with your order number) within 7 days of delivery, counting the delivery date as day 1. Return shipping is paid by the customer. For exchanges, shipping of the replacement item (¥800 within Japan, tax included; regional rates for international orders) is also paid by the customer. We will give you the return address after you contact us; returns sent without prior contact may not be accepted. Please use a tracked service; we cannot be responsible for items lost or damaged in transit. Replacement items ship after we receive and inspect the return, and a delivery date cannot be specified. Please check the Size Guide before ordering.

Faulty or incorrect items

If an item arrives with a defect (loose threads, damage, etc.) or you receive the wrong item, please contact us (hello@isamijapan.com) as soon as you notice it, ideally within 7 days of delivery. After confirming, we will exchange or refund the item and cover the shipping; you will not be charged for return shipping. Including your order number and a photo of the issue helps us respond quickly.

Cancellations

Orders can be cancelled only before we arrange shipment. Cancellation after shipment has been arranged is generally not possible.

Change-of-mind returns we cannot accept

The following apply to change-of-mind returns. For items shipped to the EU, the section "Shipments to the EU" below takes precedence.

• Items that have been worn, washed or cleaned
• Items with damage, stains or odours (perfume, tobacco, pets, etc.)
• Items missing, or with damaged, packaging, accessories or backing card
• Change-of-mind requests made 8 or more days after delivery, counting the delivery date as day 1

Shipments to the EU

For items shipped to the EU, under the EU Consumer Rights Directive you may withdraw from the contract for any reason within 14 days of delivery. If the value of the item is diminished by handling beyond what is necessary to establish its nature, characteristics and functioning, you may be liable for that diminished value. We will refund the price of the item and the standard shipping charge paid on the original order within 14 days of receiving your notice of withdrawal. Return shipping is paid by the customer.

Refunds and replacement items

After we receive and inspect the returned item and confirm that it meets the conditions above, we process the refund to your original payment method within 10 business days. If the conditions are not met, we will let you know why. Refunds cover the price of the item(s); shipping charges paid on the original order are not refunded for change-of-mind returns (for faulty or incorrect items we refund shipping as well). It may then take several days to a few weeks for your card issuer to post it. Replacement items ship after we receive and inspect the returned item.

For any questions, please contact us.