RETURNS & QUALITY ISSUES

All of our products, including non-personalized items, are made to order specifically for each customer. We do not hold pre-produced stock.

For this reason, we cannot accept returns, exchanges or refunds due to:

• Ordering the wrong size, color, style or product type

• Ordering an adult product instead of a youth product, or vice versa

• A change of mind

• Ordering multiple items to compare and returning the unwanted items

• Personal preference regarding fit, color or design

• Incorrect spelling, personalization or other information entered when ordering

• An incorrect or incomplete delivery address supplied at checkout

Please check all order details and use our size guide before purchasing. Garment measurements may vary within the normal manufacturing tolerance stated in the size guide. Variations within that tolerance are not considered defects.

30-DAY QUALITY GUARANTEE

If your order arrives damaged, defective, incorrectly printed, incorrectly labeled, materially different from what was ordered, or with a personalization error caused during production, report the issue within 30 days of delivery and we will make it right.

The guarantee does not cover an incorrect size, color, product type, personalization or delivery address selected or entered by the customer.

Please use the issue-reporting link in the email sent after delivery and provide:

• Your order number

• A brief description of the issue

• Clear photographs showing the complete product and the problem

• The size label and flat garment measurements when reporting a sizing defect

Once the evidence has been reviewed and a production error is confirmed, we will arrange the appropriate replacement or refund.

Do not return any item unless instructed. Unauthorized returns may not be accepted, and no physical return is normally required for a confirmed production fault.

If you cannot locate the issue-reporting email, check your spam or junk folder before contacting:

hello@thejapanesemaster.store

 

Incorrect Delivery Addresses

Customers are responsible for ensuring that the shipping address provided at checkout is complete and accurate. We cannot accept responsibility for orders that are delayed, returned, lost, or undeliverable because an incorrect or incomplete address was supplied.

Once an order has entered production, the shipping address can no longer be changed. Customers should therefore check all address details carefully before completing their order.

Our production facilities do not operate a returns monitoring or recovery service for undeliverable parcels. We are therefore unable to locate, retrieve, resend, or guarantee the safe return of parcels returned because of an incorrect or incomplete address.

As personalised products are made specifically for each order, a replacement must be produced as a new order. Where the delivery failure was caused by an incorrect or incomplete address supplied by the customer, the customer will be responsible for the full cost of producing the replacement item together with the applicable shipping charge.

Replacement production will only begin once the correct delivery address has been confirmed and full payment for the replacement item and shipping has been received. No replacement or refund will be issued for orders affected by an incorrect or incomplete address supplied at checkout.