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Return Policy

Go to Returnly and follow the instructions to process your return or exchange.

https://kato-by-hiroshi-kato.returnly.com/

Please read our policy below if your return or exchange is eligible.

If for any reason you are not happy with your purchase, you may return or exchange the items within 21 days from when the order is when the order is fulfilled, not when placed or delivered. Sale items are nonrefundable.

Items must be returned in their original condition (unworn, unwashed, unaltered) with the TAGS ATTACHEDWe will not accept returned items that have any visible signs of wear or have been washed, altered, damaged or hemmed. Not placing merchandise back into original bag will delay processing of your return.

International orders (outside from the US) are not eligible for return or exchange.

Items which were purchased at our retail stores are unacceptable. Please contact to the retail store you purchased if you have a concern with the item. 

Returns

You will be refunded the total amount less the return shipping charges.

If you purchase 2 or more items and want to return only some of the items, the return shipping fee is on us but if you like to return all items on the order, the shipping fee will be deducted from the refund.

There will be a 30% restocking fee applied if you are returning 6 or more items.

Gift card is not refundable. 

EXCHANGES

Exchanges are subject to the return policy conditions listed above, except return shipping is free of charge. Your new item will be shipped out as soon as we receive the exchange order!

Exchange items must be of equal value. If you'd like to exchange your purchase with an item of a different price, please place a new order and return your original purchase. We will issue a refund once we receive the return.

We will cover payment for first exchange shipment. If there is a request for a second exchange, the customer will be responsible for shipping charges back to us. Once we receive the item, we will issue a refund at which point the customer can place another order for their desired charge. 

Orders from Hawaii, Alaska, Puerto Rico, and Canada: You are to pay the shipping fee even for the first exchange.

Lost Items

If the final status of your tracking number is Undelivered and the shipping carrier is unable to locate your package after their investigation, we will replace the item if it is in stock. If it is out of stock, we will issue a refund back to the original form of payment.


However, if the status of your tracking number is “Delivered” and you physically did not receive the package (ie. it gets stolen off your front door), we are not liable and suggest that you contact the shipping carrier for more information. We are happy to require a Signature for your package at your request, please specify this in the Notes section at checkout to request one.

REPAIRS/ALTERATIONS

If you believe there is a product defect that has resulted in damage to your web store purchase, inquires will be resolved on a case by case basis. Unfortunately, we are unable to offer any type of repair or alteration on non-web store purchases at this time.

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