My item arrived damaged! What should I do?Updated 2 months ago

Oh no! Did your item arrive damaged? We’re here to help.

First, please take a photo of the damaged item before discarding it. Then, send us an email at [email protected] to let our customer support team know about the issue.

If any items were confiscated or tampered with by Customs, please attach a photo of any notice they provided.

Please note:

• Minor cosmetic damages, like small scuffs, will not be refunded.
• Slight damage (such as a tear in fabric) may be eligible for a partial refund.
• If the item is completely unusable (e.g., a shattered mug), you may qualify for a full refund.

If you purchased Sugoi Checkout+ with your order, you can easily file a claim through the email from Onward after placing your order, or you can file a claim here.

Our orders are packed in sturdy, custom-designed cardboard boxes that meet Japan Post and DHL regulations, so they can withstand light weather conditions. However, they are not temperature-controlled and may be vulnerable to extreme heat or heavy rain. Please note, we cannot offer refunds for chocolates, candy, or snacks that have melted.

We’re here for you, so don’t hesitate to reach out if you need assistance!