Refund policy

At Sakuras Shop, we strive to ensure that our customers are satisfied with their purchases. If for any reason you are not completely satisfied with your purchase, we offer the following refund policy:

RETURN & REFUND
Our Quality Assurance Policy is very strict, and we would never send a damaged product to you. However, we understand sometimes items could get damaged during international transportation. If your item is damaged at the time of receiving your parcel, please let us know asap and we will submit a damage report to Japan Post, who will launch an official investigation into why, how and by whom your item was damaged.

CLAIM PROCESS
Please contact us within 7 days of your package arrival. To process your claim, first we will ask you to provide photos or a video of the damaged product, which we might submit to Japan Post along with an official damage report.

Second, you’ll need to submit a damage report to your post office in your local area (please bring your ID such as a driving license).

Once two damage reports are received by Japan Post, they will investigate and inform the sender the result of their investigation. When a compensation payout is received at our store, a replacement will be dispatched to your address. Please note that the replacement cannot be sent to a different person or address.

CANCELLED ORDER
If you choose to cancel your order before it’s processed or shipped, you can request for a refund or store credit. However, we can only refund you the amount after all third-party fees are deducted. The amount is different depending on the total order amount and your payment gateway but it’s generally 3% to 5% of your order. We can refund you in full in the form of store credit, which you can use to purchase from us later.

UNAVAILABLE PRODUCTS
We continuously monitor market for any product updates and/or discontinuity. In case a product is ordered that we are not able to provide (for reasons such as discontinuity by manufacturer, temporarily not available in the market, etc.), we will contact you and suggest a similar product for you to replace. If you choose not to replace the product with an available one, we will provide you with a coupon code valued at the total amount you had paid for unavailable product(s). You will be able to use the coupon code in single or multiple orders until the amount is all used. There will be an expiry date for the coupon code until 31 March next year.