Return Policy
Returns and exchanges are accepted within 30 days of purchase, with a limit of one exchange per order. If an item is purchased for the holiday season in November/December, we will accept returns until January 31st. Goods must be in original condition in packaging with tags attached. Original condition means there are no scratches, marks or blemishes on the product. The product must not have been sized or altered in any way. *Exchanges ship for free (standard ground) within the continental US, excluding all clocks. Exchange shipping fees for clocks are determined at time of shipment.
*Free gifts, including free items received during the Black Friday Buy 1, Get 2 Free Sale are not valid for free returns & exchanges.
Free return shipping on merchandise over $75 within 30 days, excluding all clocks and TOKYObay Vintage Warehouse items. Please note this service is only available for U.S. customers. To receive a prepaid return label, please contact Customer Service via email at hello@tokyobay.com or via phone at 1-800-653-1771. U.S. customers can request a prepaid return label on orders less than $75 for a $5 deduction from their return.
Gifts With Purchase – Free items shipped as a promotional “Gift With Purchase” must be returned along with the qualifying item in the original condition as described in the Standard Return Policy. The retail value of a “Gift With Purchase” not returned with the qualifying item will be deducted from the refund or credit amount. Free gifts with purchase are limited to one exchange on qualifying items. Shipping costs to return and ship out exchanged free item are the responsibility of the customer.
We accept returns for tokyobay.com orders only. Purchases made from other online retailers or from local stores must be returned to the original point of purchase.
TOKYObay will refund the cost of the item(s) to the credit card/paypal used for original purchase. TOKYObay does not refund original shipping charges, return shipping charges or accept C.O.D. deliveries. Returns received with postage owed are not accepted and will be returned to sender.
Your refund will be processed within 5 business days of receiving your return. You will be notified by email when the transaction has taken place. Any returns that fail to meet the above return policy requirements will not be credited and will be assessed a return shipping fee of $5.00 within the continental US and $10.00 shipping to Hawaii, and $25.00 to Canada.
Steps for Return or Exchange:
Please contact us at hello@tokyobay.com to process an exchange.
- Free return/exchange shipping on U.S. orders with merchandise over $75 within 30 days, excluding all clocks and TOKYObay Vintage Warehouse items. Please note, this service is only available for U.S. customers. To receive a prepaid return label, please contact Customer Service via email at hello@tokyobay.com or via phone at 1-800-653-1771.
- Place item back in original packaging, then pack the merchandise to be returned so it will reach us in new condition.
- Mark the appropriate reason for return or exchange on your invoice, or copy of the invoice, and pack it in the box. Please let us know how to reach you – make sure that your name, address, phone number and email address are included. If you are exchanging for an item of greater value, please contact us for processing (see contact info above).
- Enclose invoice and return to our address using your preferred carrier:
- Your request for return or exchange will be processed within 5 business days of receiving your return, provided it meets the above requirements.
