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Returns, Exchanges and Store Credit Policy


Updated: 01/15/2026


Our Approach to Returns

At SANTOKU NYC, every order truly matters to us. Most of our items are carefully selected in Japan and shipped across borders with great care and confidence. At the same time, we understand that shopping online—especially for items you cannot see or touch in advance—may not always meet expectations.
Our return policy is designed to balance fairness for our customers with the sustainability of our small business, while allowing us to continue introducing thoughtfully curated products.

 

Returns for General Items (Store Credit Only)

For most items, we do not issue refunds. Instead, we offer store credit for eligible returns.
Store credit allows you to choose another item you’ll truly love and is valid for one year from the date of issue.
General items are eligible for store credit provided all of the following conditions are met:

- The item is returned within 30 days of delivery
- The item is unworn, unwashed, and unused
- The item is in its original packaging, with all tags intact
- The item is in resalable condition

For socks, “unworn, unwashed, and unused” means that each pair must be sealed in its original individual plastic packaging. Opened or unsealed packaging will be considered used and ineligible for store credit.

If approved, store credit is issued only for the product price portion of your original payment.
Your original payment may have included shipping, taxes,or other fees. These amounts are not eligible for store credit.
If a prepaid return label is provided by us, the return shipping cost will be deducted from your store credit.

We kindly ask for your understanding, as this policy helps us continue sharing carefully selected products while keeping our operations sustainable.

 

Returns for Apparel & Sleepwear (Refund or Store Credit)

For apparel items such as pajamas, loungewear, and sleepwear, we understand that fit, feel, and fabric comfort can be difficult to fully assess before trying them on.

At this time, this return policy applies only to UCHINO Marshmallow Gauze Pajamas. No other apparel items are eligible under this policy unless explicitly stated.

For this reason, apparel and sleepwear items are eligible for either a refund to the original payment method or store credit, provided all of the following conditions are met:

- The item is returned within 30 days of delivery
- The item is unworn, unwashed, and unused
- The item is in its original packaging, with all tags intact
- The item is in resalable condition

If approved, refunds or store credit are issued only for the product price portion of your original payment.
Your original payment may have included shipping, taxes, or other fees. These amounts are not refundable and are not eligible for store credit.
If a prepaid return label is provided by us, the return shipping cost will be deducted from the refund or store credit.

This policy is intended to provide peace of mind when ordering clothing online and to reflect our commitment to fairness and transparency.

 

Returns (Common Conditions)

All returned items must meet the applicable conditions listed above and will be inspected upon receipt.
If an item appears to have been used, worn, washed, damaged, or is not in resalable condition, a refund or store credit will not be issued, and the item may be returned to you at your expense.

Please note that attaching a shipping label directly onto the original product packaging instead of the outer shipping box makes the item unsellable. In such cases, a refund or store credit cannot be issued.

To begin a return, please submit your request here:
https://santokunyc.com/a/returns
Once approved, return instructions will be sent by email.

 

Non-Returnable Items

The following items are not eligible for return or exchange, even if unused:

- Face masks
- Underwear
- Personal-use hygiene items
- SANTOKU NYC Gift Cards (digital gift cards)

This policy is in place for health, hygiene, and fraud-prevention reasons.

 

Store Credit Details

Once your returned item is received and inspected, we will notify you by email.
If approved, store credit will be issued for the product price only.

Original shipping charges, return shipping costs, taxes, and any other fees are excluded.
Store credit can be applied toward product purchases.
Shipping charges and applicable taxes are not included and will be calculated at checkout.

For your convenience, we can provide a prepaid return shipping label, with the cost of the label deducted from your store credit. Alternatively, you may return the item using your own trackable and insured shipping method.
We are not responsible for lost or damaged return shipments, so we strongly recommend using insured shipping.

 

Exchanges

If you would like a different size, color, or style, please return the original item following the policy above and place a new order separately.
If you need help with availability or placing a new order, feel free to contact us.

 

Defective Items

If you believe an item is defective, please contact us at info@santokunyc.com within 14 days of delivery with clear photos of the issue.
We may request that the item be returned for inspection. Return shipping for confirmed defective items will be covered by us.
If a manufacturing defect is confirmed, we will send a replacement at no cost.
If a replacement is not available due to lack of stock, a full refund of the amount you paid will be issued.
Please keep the product and all original packaging, as they may be required for manufacturer review and claim processing.

 

Damaged Items During Transit

If your item arrives damaged due to shipping, please contact us at info@santokunyc.com within 14 days of delivery.
To help us assist you promptly, please include clear photos of the following:

- The entire product
- The visible damage
- The SKU label
- The original outer shipping box, including the shipping label and packing materials

After reviewing the information, we will provide a replacement, and we will cover return shipping.
If a replacement is not available due to lack of stock, a full refund of the amount you paid will be issued.

In cases of shipping-related damage confirmed upon arrival, SANTOKU NYC will take responsibility for resolving the issue.

 

Lost or Stolen Packages (After Delivery)

Once a shipment is marked as “Delivered” by the carrier, responsibility for the package transfers to the recipient. SANTOKU NYC is not able to take responsibility for packages that are lost or stolen after delivery.

If your tracking shows “Delivered” but the package cannot be found, we recommend first checking with household members, neighbors, or building staff, and reviewing any available security footage. You may also wish to contact the carrier directly for further details about the delivery.

Because there have been cases where shipments are delayed or temporarily stuck without tracking updates, we kindly ask that you contact us as soon as you notice any delivery issue before the package is marked as delivered.
 Early notification allows us to request carrier records and review tracking details while they are still available.