Refund policy

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To start a return, you can contact us at info@nataoka.com. Please provide the reason of the return.
If your return reason is accepted, we will send you the instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted.

Returns conditions

Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

Unfortunately, we cannot accept returns on sale items or gift cards.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds

Sorry, we cannot refund but we will happy to provide you a gift card of the same value of your purchased items.
Once we’ve received and inspected your return, we will let you know if the exchange was approved or not. 

If approved, we will send you a gift card of the full price of the items.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@nataoka.com

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase, with the gift card offered, for the new item.

Shipment cost

Sorry, during return, refund or exchange, we will not cover any shipment cost. This include any import/duty fees, the return shipment from the customer to our address and the new shipment from Nataoka to the customer in case of an exchange.

Our policies will only cover the value of the products only.

You can always contact us for any question at info@nataoka.com.