Return & Exchanges
Refund policy
At j-Grab Mall (https://sakura-mall.tokyo), we have a 30-days return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You are also required to provide the receipt or proof of purchase upon request.
To start a return, go to the specific order page and click the Return button. We will then send you an email updating you on the acceptance or rejection of the return and provide you with further instructions.
We will NOT accept any returns of items that are returned without sending us a return request in advance.
You can always contact us if you have any questions related to returns through Chat or [email protected]
Damages and issues
Please inspect your items upon reception and contact us immediately if you received any defective/damaged items, or if you receive any wrong items so that we can investigate the issue and take further actions to make it right.
For the Damaged Goods Upon Arrival: First, please call the shipping company (e.g. Post Office, DHL, etc.) and tell them that the goods have been damaged and that you will use the "Compensation Insurance" that comes with the delivered goods. The rule is that the compensation will be received directly by the purchaser. (The rules do not allow for the acceptance of compensation from Japan, and we (the sender) cannot apply for the compensation on your behalf.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), customized products (such as special orders or personalized items), and personal care goods (such as beauty products). Also, we do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about your specific item.
In addition, please be noted that we will NOT accept returns for the items on sale (when you make the purchase) or gift cards.
Charges for Returns
There are no charges for return
Original shipping charges are non-refundable
You are responsible for the charges of the return shipping**
For the Return/Exchange Due To Customer's Reason: The seller will handle the return/exchange according to the rules described on the product page or store introduction page. In most cases, the customer is responsible for the return shipping costs. If you wish to return, please proceed with the instructions stated in our Return Center.
As for the Non-Customer-Related Returns and Exchanges: If there is a problem with your purchase, please use the exchange/return form. For more information, please contact j-Grab.com Mall.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, you can make a separate purchase for the new item.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.
If your return is approved, then your refund will be processed, and the funds will be returned automatically to the original method of payment.
Please be noted that it could take some time for your bank or credit card company to process and reflect the refund in your account.