Refund & Return Policy
RETURN AND REFUND POLICY
Last updated: 12 September 2026
At NAGI TOKYO, we want you to be happy with your order. If something is not right, you may request a return within 30 days of receiving your order, subject to the conditions below.
This Return and Refund Policy explains how returns, refunds, cancellations, damaged items, incorrect items, and missing orders are handled.
NAGI TOKYO is operated by Outlight Systems, a company registered in the Netherlands. Full business and contact details are provided at the end of this policy.
1. Return Window
You may request a return within 30 days of receiving your order.
The 30 day return period starts on the date your order is delivered to you, or to a third party indicated by you, such as a household member, neighbor, or pickup point.
Return requests made after 30 days may not be accepted, unless required by applicable consumer law.
2. Conditions for Returns
To be eligible for a return, the item must be:
- Unused, unworn, and unwashed;
- In the same condition as received;
- Free from stains, perfume, makeup, deodorant marks, pet hair, smoke smell, or other signs of use;
- Returned with original tags, labels, accessories, and packaging where possible;
- Accompanied by proof of purchase, such as your order number or order confirmation email.
You may try on clothing items at home, but items must not be worn outside or used beyond what is necessary to check the fit and condition.
Items returned in a used, damaged, altered, washed, incomplete, or unsuitable condition may be refused or refunded at a reduced value.
3. Items That Cannot Be Returned
For hygiene, safety, or legal reasons, some items cannot be returned unless they arrived damaged, faulty, or incorrect.
Non-returnable items may include:
- Underwear, lingerie, swimwear, bodysuits, or other hygiene-sensitive items if the hygiene seal has been removed or broken;
- Pierced jewelry and earrings for hygiene reasons;
- Personalized, customized, or made-to-order items;
- Gift cards;
- Items that have been worn, washed, altered, damaged, or used by the customer.
If a product is non-returnable, this will be stated on the product page where relevant.
This does not affect your legal rights if an item arrives damaged, faulty, or incorrect.
4. How to Request a Return
To request a return, please email us at:
support@nagitokyo.com
Please include:
- Your order number;
- The item or items you would like to return;
- The reason for the return;
- Photos, if the item arrived damaged, faulty, or incorrect.
We aim to respond within 24 hours on business days.
Please do not send any item back before contacting us and receiving return instructions. Returns sent without prior approval may be delayed, refused, or not processed correctly.
5. Return Instructions
Once your return request has been approved, we will provide return instructions, including the return address and any required reference details.
When returning an item, please:
- Use the original packaging where possible;
- Include your order number or return reference inside the package;
- Package the item securely;
- Use a tracked shipping service;
- Keep your proof of postage and tracking number until your refund has been processed.
We are not responsible for returned packages that are lost in transit without tracking.
6. Return Shipping Costs
Customers are responsible for return shipping costs, unless the item arrived damaged, faulty, or incorrect.
If the item arrived damaged, faulty, or incorrect, we will provide a suitable solution at no additional cost to you. This may include a replacement, refund, or reimbursement of reasonable return shipping costs where a return is required.
Original shipping costs, if any, are not refundable unless the return is due to our error or required by applicable consumer law.
7. Refunds
Once we receive your returned item, we will inspect it and notify you by email whether the return has been approved.
If approved, your refund will be issued to the original payment method used at checkout.
Refunds are processed within 14 days after we receive and approve the returned item. In many cases, refunds are processed sooner.
After we issue the refund, your bank, card provider, PayPal, or payment provider may take additional time to make the funds visible in your account.
We cannot issue refunds to a different card, bank account, or payment method than the one used for the original order.
8. Restocking Fees
NAGI TOKYO does not charge any restocking fees for returns.
9. Partial Refunds
We may issue a partial refund if:
- The item shows signs of use beyond normal inspection;
- The item is missing tags, labels, accessories, or packaging;
- The item is returned damaged due to poor packaging;
- The return is received outside the 30 day return window and we choose to accept it as a goodwill exception.
If a return is refused, we may return the item to you. Additional shipping costs may apply.
10. Exchanges
We do not currently offer direct exchanges.
If you would like a different size, color, or product, please return the original item for a refund and place a new order on our website.
This helps ensure the item you want is available and can be processed as quickly as possible.
11. Damaged, Faulty, or Incorrect Items
If your item arrives damaged, faulty, or incorrect, please contact us within 14 days of delivery at:
support@nagitokyo.com
Please include your order number, a clear description of the issue, clear photos of the item, and clear photos of the packaging if the package arrived damaged.
If the issue is confirmed, we will offer a suitable solution, such as a replacement, repair, refund, or return at no additional cost to you.
This does not affect any mandatory consumer rights you may have under applicable law.
12. Order Cancellations Before Dispatch
If you want to cancel your order, please contact us as soon as possible at support@nagitokyo.com.
If your order has not yet been processed or dispatched, we will cancel it and issue a refund to the original payment method.
Once an order has been processed or dispatched, cancellation may no longer be possible. In that case, you may request a return after receiving the order, subject to this policy.
13. Missing or Lost Orders
If your order has not arrived within the estimated delivery window, please first check the tracking information.
If tracking shows delivered but you have not received the package, please check around your delivery address, ask neighbors or household members, check for a delivery notice from the carrier, and contact the carrier with your tracking number.
If your order has not arrived within 20 business days after dispatch, please contact us at support@nagitokyo.com. We will review the tracking information and may open an investigation with the carrier. If the package is confirmed lost, or remains undelivered without resolution, we will offer an appropriate solution, such as a replacement or refund.
14. Refused or Undeliverable Packages
If a package is returned because the shipping address was incorrect or incomplete, the customer refused delivery, the customer did not collect the package from a pickup point, or the carrier was unable to complete delivery after several attempts, we may deduct original shipping costs, return shipping costs, or carrier fees from any refund, unless the failed delivery was caused by our error.
If you would like the order to be re-sent, additional shipping costs may apply.
15. Your Consumer Rights
Nothing in this policy limits or removes any mandatory consumer rights you may have under applicable law.
If you are a consumer located in the United States, you may have additional rights under applicable state and federal consumer protection laws relating to cancellations, faulty goods, returns, refunds, or disputes. These rights apply in addition to our store policy where required by law.
16. Complaints
If you are not satisfied with how your return, refund, cancellation, or complaint has been handled, please contact us at support@nagitokyo.com. Please include your order number and a clear explanation of the issue.
We aim to acknowledge complaints within 2 business days and resolve them within 14 days where possible.
17. Changes to This Policy
We may update this Return and Refund Policy from time to time to reflect changes in our business, operations, or legal requirements. When we update this policy, we will change the "Last updated" date at the top of this page. The policy in effect at the time you place your order will apply to that order.
18. Who We Are
Store name: NAGI TOKYO
Legal company: Outlight Systems
Registered office: Hendrik Soeteboomstraat 4, 1035 NX Amsterdam, The Netherlands
Chamber of Commerce (KvK) number: 42045311
VAT number: NL869455904B01
19. Contact Us
Email: support@nagitokyo.com
Phone: +31 6 51691724
Customer service hours: Monday to Friday, 9:00 AM to 5:00 PM (ET)
Average response time: Within 24 hours on business days