Refund policy

Returns

With the exception of purchases damaged during transport and shipments to the European Union (see below), return and refund requests are not accepted due to the nature of these items being handmade-to-order. 

Damages and issues
Please inspect your order upon reception and contact me within 48 hours after delivery if the item is broken, damaged, or if you receive the wrong item, so that I can evaluate the issue and make it right. After this 48 hour period, I am no longer responsible for the condition of your item. 

To request a return, refund, or exchange of the received product, please contact me at momo@kochocho.store with a photo of the damaged item.

If your request is accepted, I’ll send you a return shipping label, as well as instructions on how and where to send your package. 

If you request a refund, you’ll be automatically refunded on your original payment method within 10 business days. This will also include a refund on the original shipping costs. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since I’ve approved your return, please contact me at momo@kochocho.store. 

European Union 14 day cooling off period
Notwithstanding the above and listed information on kochocho.store, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, and in its original packaging. You’ll also need the receipt or proof of purchase. Customers from the EU are responsible for all return shipping costs, with the exception of returns due to receiving damaged goods (see above). To start a return, please contact me at momo@kochocho.store. 

Please note, if you requested any customizations for your item, this law does not apply to your purchase, and you are subject to the same return/refund policy outlined above.

For more information on store policies, please review our FAQ page.