Refund policy
Return & 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 attached, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at moryhitomi@gmail.com.
Please note that returns must be approved by us before being sent back. Items returned without prior authorization will not be accepted.
Once your return request is approved, we will provide instructions on how and where to send your package.
You can always contact us at moryhitomi@gmail.com for any return-related questions.
Return Shipping, Customs & Import Charges
Customers are responsible for all return shipping costs unless otherwise agreed in writing.
For international returns, customers are responsible for any import duties, taxes, customs clearance fees, brokerage fees, storage fees, handling fees, or other charges incurred during the return process. These charges are determined by customs authorities and shipping carriers and are outside of our control.
We strongly recommend using your local postal service (such as USPS, Royal Mail, Swiss Post, Deutsche Post, Poste Italiane, etc.) rather than commercial courier services when returning items internationally. Commercial courier services such as UPS, FedEx, and DHL may require additional customs clearance procedures and may result in additional fees.
Customers are responsible for ensuring that return shipments are correctly addressed and properly declared.
MoryHitomi is not responsible for delays, customs holds, additional fees, failed delivery attempts, unclaimed packages, refused packages, packages returned due to unsuccessful contact by the carrier, unpaid customs charges, or packages abandoned, destroyed, or returned by customs authorities or shipping carriers.
Any losses resulting from the above circumstances are the responsibility of the customer and are not eligible for refund or compensation.
Damages and Issues
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you receive the wrong item.
We will evaluate the issue and work with you to provide an appropriate solution.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
- Custom-made or personalized items
- Gift cards
- Final sale or clearance items
- Perishable goods
- Beauty and personal care products
- Hazardous materials, flammable liquids, or gases
If you have questions about a specific item, please contact us before purchasing.
Exchanges
The fastest way to receive a different size or item is to return the original item and place a new order once your return has been approved.
Customers are responsible for both the return shipping cost and the shipping cost of any replacement item unless otherwise agreed in writing.
European Union 14-Day Cooling-Off Period
If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification.
To qualify, the item must be in the same condition that you received it, unworn or unused, with tags attached, and in its original packaging. Proof of purchase is also required.
Refunds
We will notify you once we have received and inspected your return and inform you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that your bank or credit card provider may require additional time to process and post the refund.
Original shipping charges are non-refundable unless the return is due to a product defect, damage, or an error on our part.
If more than 15 business days have passed since your refund was approved, please contact us at moryhitomi@gmail.com.