Return & refund policy

Return window

We have a 7-day return policy from the date you receive your item. If you are located in the European Union, you have 14 days under the EU cooling-off period.

Due to the personal and sanitary nature of skincare and beauty devices, we are unable to accept returns outside of these windows. We appreciate your understanding.

Eligibility

To be eligible for a return, your item must be in the same condition you received it — unworn, unused, with tags attached — in its original packaging, and accompanied by your receipt or proof of purchase.

Non-returnable items: The following cannot be returned for hygiene reasons: opened skincare or personal care products, custom or personalized items, and perishable goods.

How to Start a Return

Contact us at support@chouohctokyo.com before sending anything back. Items returned without prior approval will not be accepted. Once your return is approved, we will provide instructions on where to send the item.

Shipping Costs & Import Fee

Customers are responsible for all return shipping costs and may use any carrier of their choice. Because all returns are shipped to our warehouse in Japan, a flat fee of $122 USD will be deducted from your refund to cover import duties and customs fees associated with receiving the item back into Japan. This fee applies to all returns regardless of location.

Please note that international returns must clear Japanese customs before reaching our warehouse, which can add time to the process and is outside of our control.

Refund Amount

Your refund reflects the amount you actually paid for the item, minus the $122 USD import and customs fee. If a discount code was applied to your original order, the refund is calculated based on the discounted price paid — we are unable to refund more than the amount originally charged.

Exchanges

The fastest way to exchange an item is to return what you have and, once the return is accepted, place a separate order for the new item.

Refunds

Once your return is received and inspected at our warehouse in Japan, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 5 business days. Please allow additional time for your bank or card provider to post the refund — this timeline is determined by your financial institution and is outside of our control.

Damaged Orders

If your order arrived damaged during shipping, please file a claim directly with DHL at https://www.dhl.com/discover/en-sg/ship-with-dhl/start-shipping/submit-claim-lost-damaged-shipment and contact us at support@chouohctokyo.com with your order number and photos. Do not discard the original packaging as DHL may require it as evidence. DHL claims have time limits so please act quickly.

Incorrect Address

Please ensure your shipping address is correct before completing your purchase. We cannot be held responsible for shipments that are lost, undeliverable, or returned due to an incorrect address. Address corrections must be requested within one day of placing your order.

Questions

For any questions about your return or refund, contact us at support@chouohctokyo.com with your order number and return tracking information.