Refund policy

We want you to be happy with what you receive. This page explains when and how you can return an item, and what we do when something goes wrong on the way to you.

Returns within 10 days

You can request a return within 10 days of receiving your order. To be eligible, the item must be unused, in the same condition as you received it, and in its original packaging.

To start a return, email support@j-doc.jp with your order number. Please wait for our reply before sending anything back. Items returned without a prior request cannot be accepted.

Return shipping

For returns that are your choice (for example, a change of mind), return shipping is paid by the customer. The original shipping fee is not refundable, and any import duties or taxes you paid to your local customs are not refunded by us.

Please use a tracked service. We cannot refund items that do not reach us.

Damaged, defective or wrong items

This is our responsibility. If your order arrives damaged or defective, or if we sent the wrong item, email support@j-doc.jp within 10 days of delivery with your order number and a photo of the item and its packaging. Once we confirm the issue, we will send a replacement or give you a full refund, and we cover all shipping costs, including the return if one is needed.

Small differences in color, shape and finish are part of work made by hand and are not treated as defects.

Items that cannot be returned

Made-to-order pieces. Items marked "made to order" on the product page are made for you after you order, and cannot be returned or cancelled once production has started. This does not affect your rights if the item arrives damaged or defective.
Personalized or custom items.
Used items, or items not in their original packaging.
Gift cards.

Cancellations

If your order has not been packed or, for made-to-order pieces, production has not started, you can cancel for a full refund. Email us as soon as possible at support@j-doc.jp.

Refunds

Once we receive and inspect your return, we will let you know whether the refund is approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card company may need additional time to post it.

Customers in the European Union and the United Kingdom

If you are a consumer in the EU or the UK, you may have a legal right to withdraw from your purchase within 14 days of delivery. Where that right applies, it takes priority over the 10-day period above. Exceptions set out in law, such as goods made to your specifications, still apply.