Refund policy

Return and Exchange Policy

Customers wishing to return or exchange items should contact us via "Inquiry" within 14 days (order outside of Japan : within 30 days) of receiving the product, providing the order number and the name of the person who placed the order. After the application is accepted, we will provide guidance on the return or exchange process, including the return shipping method in 2 business days. However, please note that we cannot accept returns or exchanges under the following conditions. Please understand in advance. Also, the customer is responsible for the return shipping fee.

Conditions for Non-Return or Exchange:

  1. If the customer fails to apply for return or exchange within 14 days after the product arrives.
  2. If the item is not shipped within 7 days (order outside of Japan: within 30 days) after our return request approval.
  3. In case of excessive returns (including but not limited to purchasing 5 or more items within a short period and returning more than 80% of the purchased items).
  4. If the item shows signs of use, damage, or soiling (please note that we cannot accept returns for items that have been altered, washed, dry-cleaned, or have odors, stains, or scratches).
  5. If the tags or accessories of the item are cut or lost.
  6. If the item is returned using a method other than the one specified by us (returns without our approval and via cash-on-delivery will not be accepted).
  7. If the item is a non-returnable coupon or sold under special conditions.
  8. If the order is marked as non-returnable on the product page or campaign page.
  9. If the item is a custom order.
  10. If the item is a teether, as it is an oral product, opened items cannot be accepted for return.
  11. For items that directly touch the skin, hygiene products, and other items that come into direct contact with the skin without the use of underwear.

For customer-initiated returns, please note that we cannot refund the shipping fee and custom tax fee incurred when the item was delivered by us. Please return the item using a shipping method with a tracking number.

Contact for Order Changes or Cancellations:

Preparation for shipping begins immediately after placing an order. Orders placed before 3 PM(Japan time) on business days may be shipped the same day. Please contact us via "Inquiry" with the order number and the name of the person who placed the order, along with the details of the modification or cancellation. Providing details will expedite the process. 

Please note that cancellations cannot be accepted under the following conditions:

  1. If the shipping process of the item has started.
  2. For orders of "made-to-order" or custom items.
  3. For orders made with non-cancellable coupons or under special conditions.

Return or Exchange for Defective Items:

If a defective item is discovered upon arrival or if the wrong item is received, please contact us via "Inquiry" within 14 days (order outside of Japan : within 30 days) of receiving the item, providing the order number and the name of the person who placed the order. After the application is accepted, we will arrange for pick-up and exchange. Before the exchange, we will confirm the details of the item, including photos. If the item is out of stock, we will provide a refund. However, please note that we cannot accept returns or exchanges under the following conditions. Please understand in advance.

Conditions for Non-Return or Exchange:

  1. If the customer fails to apply for return or exchange within 7 days (order outside of Japan : within 30 days) after the product arrives.
  2. In case of excessive returns (including but not limited to purchasing 5 or more items within a short period and returning more than 80% of the purchased items).
  3. If the item shows signs of use, damage, or soiling (please note that we cannot accept returns for items that have been altered, washed, dry-cleaned, or have odors, stains, or scratches).
  4. If the tags or accessories of the item are cut or lost.
  5. If the item is returned using a method other than the one specified by us (returns without our approval and via cash-on-delivery will not be accepted).
  6. If the item is a non-returnable coupon or sold under special conditions.
  7. If the order is marked as non-returnable on the product page or campaign page.
  8. If the item is a custom order.
  9. If the item is a teether, as it is an oral product, opened items cannot be accepted for return.
  10. For items that directly touch the skin, hygiene products, and other items that come into direct contact with the skin without the use of underwear.

Refund (if applicable):

After accepting the return and inspection, we will send an email notification of the receipt of the returned item. Once approved, the refund will be processed, and the credit will be automatically applied to your credit card or original method of payment within a certain number of days.

Delay or Non-processing of Refund (if applicable):

If you have not yet received the refund, please check your bank account again first. If there is no error in the information you provided, please contact your credit card company. If you still have not received the refund after contacting them, please contact us at hello@tinyspoon.com.

Gifts:

Items marked as gifts at the time of purchase and directly shipped to the customer will be refunded with a gift card equivalent to the value of the item upon return. We will send the gift card after receiving the return.

If the price of the returned item exceeds ¥1,000, please consider using a trackable shipping service or purchasing shipping insurance. We are not responsible for any damage or loss that occurs during return shipping.