Refund & Return Policy

At Tōya, we want your shopping experience to feel simple, secure, and enjoyable.

Order Cancellation

Sometimes plans change. As we aim to dispatch orders quickly, on the same day and within up to 2 working days, there is a limited window for cancellations.

  • If you wish to cancel your order, please contact us at hello@toyajapan.co.uk as soon as possible. If your order has not yet been dispatched, we will cancel it free of charge.
  • Once an order has been dispatched, it can no longer be cancelled and will need to be handled in accordance with our policy as below.

  • Archive items are final sale and are not eligible for return or exchange.

Returns

We ask that items are returned in a way that allows us to process them efficiently.

  • Items must be unused and unwashed, in the same condition as received and in the original packaging.
  • Pre-owned items, specifically Obis - Table Runners, are final sale and not eligible for returns.

Returns covered by us (free of charge)

If the issue is our responsibility, we cover all costs and may waive the return shipping entirely. We’ll refund or replace your item at no cost if:

  • The item has a manufacturing defect
  • The wrong item was shipped
  • The item was damaged during delivery

Process

  • Provide clear photos or videos within 14 days of delivery
  • We’ll arrange a refund or replacement promptly

Returns accepted at customer’s expense

If the item is delivered correctly but you simply change your mind:

  • Returns are accepted, but the customer covers return shipping to the UK
  • A £2 restocking fee applies
  • Outbound shipping fees are not refundable

Refunds

We aim to make the refund process straightforward:

  • Requests must be made within 14 days of delivery
  • Once your return is received and inspected, we’ll notify you by email about the result
  • Approved refunds are issued to your original payment method within 5-10 working days