Support

R&E Policy

In the unfortunate event you are unhappy with your purchase, please get in touch within 3 days of receiving your order. As a small business refunds or exchange can not be offered after this time. Please consider this prior to placing your order. All questions you may have before making your purchase are most welcome, please do not hesitate to contact.

Returns

A refund or exchange for full priced items will only occur when:

• you have notified via email within 3 days of receiving your order

• the item/s are in original saleable condition with original packaging

• the item/s have not been used or damaged by the purchaser/recipient

• the item/s are shipped within 7 days, commencing on the day following your email to arrange a return. 

Arrange a Return

To request a return or exchange, please contact along with the following to process your refund/exchange:

• Your order #

• Your full name and address

• Your email receipt or proof of purchase

• Photographic evidence in case of fault or damage along with a brief description

• Your refund or exchange preference.

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You will be issued with a RMA (Return Merchandise Authorisation) number and any additional shipping instructions. After you have received your RMA number, please secure your item in it’s original packaging and send it to the address provided via insured express service with signature on delivery.

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O Tsukiyo will not be held responsible for lost or damage items being returned in transit.

All items returned should have a Return Merchandise Authorisation (RMA) number.

Unidentified returns may be returned to the sender.

Once your return has been successfully received and inspected, you will be notified via email if your return is approved for refund or exchange. Refunds are processed within 7 business days and issued in the original form of payment. 

Return Shipping Costs

Shipping costs are non refundable except in cases of:

• shipping damage

• defective or incorrectly sent items (see faulty items below). 

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Should an item be damaged during shipping to you, O Tsukiyo will provide you with a full refund or exchange. Return shipping will only be reimbursed in cases of damage; defective or incorrectly sent items. Reimbursement will be issued in the original form of payment. 

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In all other cases return shipping costs are at the expense of the customer and under their responsibility until the items are successfully delivered to O Tsukiyo for refund or exchange.

To assist with a smooth transaction, please do not ship your return until you have received a RMA number and any additional shipping instructions from O Tsukiyo.  When returning an order, it is highly recommend to use a shipping service or provider that offers or includes tracking with signature. 

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Faulty items

All O Tsukiyo products undergo quality assurance checks prior to packaging. 

However, in the unfortunate event that you receive items that:  

• are deemed faulty, defective or damaged (not caused by the purchaser/recipient)

• are sent incorrectly; different to the items you ordered

• or have been incorrectly described

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A full refund will happily be provided for items upon return and inspection at O Tsukiyo.

In the case of return due to fault or damage, please retain your shipping receipt from the provider until you are certain O Tsukiyo has safely received your parcel. Once your return has been received, you will be notified via email and a copy of the shipping receipt used to issue reimbursement. 

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If you are happy to receive a replacement due to any of the unfortunate events described above, no new shipping costs for the replacement will be charge. 

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Exchanges

Exchanges are at the discretion of O Tsukiyo and will only be considered if the aforementioned conditions in the returns policy are satisfied.  

If your order meets return policy conditions, please get in touch to discuss your return and exchange. 

• the customer is responsible for shipping costs incurred when sending items back to O Tsukiyo for exchange. 

• the customer is also responsible for the shipping costs to have the exchanged item/s shipped back to you.  

A payment request for shipping will be invoiced in order to have your newly exchanged item/s returned to you. 

Store Credit

O Tsukiyo is unable to offer store credits at this time. 

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Non-Refundable Items

• Digital Gift Cards 

• Change of mind

• Pre-orders

• Custom Orders

• Personal use items due to hygiene reasons.

• Items purchased during sales or clearances. These sales are final and cannot be returned unless deemed faulty.

• Duties and import taxes