Order Cancellations: You may cancel any order if it has not been packed and dispatched. If your order has already been dispatched or you have received the goods, you will need to return the items to us at your own expense and risk.
Please ensure all products are unopened, in a re-sellable condition, and with all packaging seals intact. Returned goods must arrive back with us within 14 days of the delivery date to qualify for a refund. Please note that perishable or semi-perishable items are not eligible for refunds, as they cannot be resold.
If delivery is refused by the recipient, you are entitled to a refund minus the shipping and handling charges incurred for the original order. Please note that additional fees may apply for international orders, large or heavy items delivered by domestic couriers, and for orders returned to us. These additional fees will be deducted from any refund issued.
Please note: Refunds will be issued only after the items have been received by us.
Restocking Fees (when necessary): If the value of the returned items exceeds 100 (USD, GBP, or EUR), we reserve the right to apply a restocking fee to cover the transaction fees of the payment, as these are no longer returned to us when refunded. A 15% restocking fee may also be applied if the item(s) show any signs of superficial damage or for specially made orders.
Perishable & Semi-perishable Items: Perishable items (fresh produce) and semi-perishable items (such as miso products requiring refrigeration upon delivery) are not eligible for refunds if returned, as they cannot be resold.
Returns on Orders with Free Shipping and International Orders: If a returned order originally had free shipping applied (for being over 50 USD, GBP, or EUR) and no longer qualifies for free shipping after the requested refund, the shipping cost will be deducted from any refund. This applies to full-order returns as well. Unfortunately, we cannot reclaim these costs. If an order has free or subsidized delivery (meaning we have covered all or part of your postage), our actual postage costs will be deducted from the refund given.
Returns Address and Process: Please ensure that your returned item(s) include your name and order number in the package and are sent to the address provided when initiating the return process. Failure to do so may result in delays in processing your return. To initiate a refund, please contact us so we can provide you with the warehouse address closest to your location.
Refunds and Restocking Fees (when necessary): Upon receipt of the returned goods, provided they are in the same condition as when they were sent to you, we will refund you the full cost of the item(s) unless the value is over 100 (USD, GBP, or EUR).
If the value of the refund is over 100 (USD, GBP, or EUR), we reserve the right to apply a restocking fee to cover the transaction fees of the payment, as these are no longer returned to us when refunded. A 15% restocking fee may also be applied if the item(s) show any signs of superficial damage or for specially made orders.
All postage and packaging costs are non-refundable if your order has been dispatched by the time you cancel. If the order total was over 50 (USD, GBP, or EUR) and you were not invoiced for the actual postage cost, our actual shipping and handling costs will be deducted from the final refund amount. Refunds may take up to 10 days to process.
We trust you will have no need to cancel and will enjoy all the items you purchase.
Damaged Goods in Transit: If any goods are damaged in transit, please take a photo
and email it to us. We will then be happy to offer a discount or send a replacement. Please note that we cannot resolve issues of faulty or damaged products without a photo for our records.
Exchanges: Exchanges are available on unopened items. If you would like to exchange any items, please contact us within 7 days of receiving your order and return all items in a re-sellable condition within the next 14 days. Please ensure all products are unopened and in the same condition they were sent to you in, with all packaging and seals intact. If returned goods are not sufficiently packaged and are damaged on return, we will not be able to offer an exchange, and you will be charged for the item(s) in full. Please note that perishable items (fresh items and miso products) are not eligible for exchange or refund, as these cannot be resold.
You will be responsible for the cost of returning the goods. Depending on the weight and cost of the item, there may be additional postage costs to send the exchange. We will confirm this when you contact us to advise you would like to make an exchange.
Vouchers, Discount Codes, & Gemstones: Discount codes must be used at the time of checkout – we cannot add a discount code once the order has been placed. Only one discount code can be used at a time during checkout, so for example, a discount code redeemed via the program cannot be used in conjunction with any other discount code.
Please also note that once a code has been generated, we cannot cancel the discount code and reapply it. After placing an order, we cannot add a discount code to your account retrospectively. Therefore, it is a requirement that an account is created before placing an order if you wish to collect the discount code generated from the order.