Q&A

Frequently Asked Questions (Q&A)

Q1. Where do your products ship from?
A1. Our items are carefully handpicked from around the world and shipped from our Japan-based warehouse or trusted international partners.

Q2. How long will my order take to arrive?
A2. Orders usually arrive within 4–8 business days (excluding weekends and holidays). Some items are made-to-order or custom-made, which may require extra time. In such cases, we will contact you within 24 hours.

Q3. Can an item show as “in stock” but actually be sold out?
A3. Yes. Due to overseas inventory synchronization, items may sometimes appear available online but be out of stock. If this happens, we will contact you within 24 hours with alternatives, a refund, or a gift code.

Q4. Can I return or exchange an item?
A4. Returns are accepted within 4 days of delivery. We offer exchanges for any reason, including if you simply do not like how the item looks. You may exchange for a different size or a different item. We can either arrange the exchange manually on your behalf or issue a gift code so you can select another item yourself.

Q5. Can I cancel my order?
A5. Orders cannot be canceled once they have been placed. We do not issue refunds to the original payment method under any circumstances. If a refund is approved, it will be issued as a store gift card for future use only.

Q6. Will my item have a smell?
A5. As our products are brand new, they may have a factory or packaging scent. If so, we recommend airing them out for a few days in a well-ventilated area, lightly washing, or drying them to refresh.

Q8. What payment methods do you accept?
A6. We accept credit/ debit cards, Apple pay and PayPal, please contact us if you have any issues with payment.

Q9. How can I contact you?
A7. You can reach us via website chat, Instagram, or email at info@chaudtokyo.com anytime.