Refund policy

RETURN

Your satisfaction means the world to us. If you are not completely satisfied with your order, simply send a request to info@ibiwako.com within 14 days of delivery. Remember to mention your order number in the email title and our team will help you as soon as we can. 

• For returns from the US, BIWAKO will provide a convenient pre-paid return label. A flat return shipping fee of $15 USD will apply, which will be deducted from the refund amount during processing.The return window starts from the day the return shipment is delivered/picked up.
• For returns from countries other than the US, customers will be responsible for the return shipping fee. Please kindly email us the tracking number for the return shipment to ensure the successful delivery back to BIWAKO. Following receipt and inspection of the returned items, we will proceed to refund the initial payment amount through your original payment method.
• Please note the items should be returned unused in perfect condition with all tags attached in their original packaging. 
• Sale and personalized orders are final and not eligible for return.
• Pierced earrings are non-refundable due to hygiene reasons.
• If you receive a defective item or an item that does not match your order, please email us at info@ibiwako.com  (within 48 hours of delivery) and we will try our best to assist you with a duty free exchange or refund. (*This warranty does not cover damage from accidents, fire, flood, or other natural disasters, cleaning products or chemicals, contact with sharp or abrasive objects, human fluids, stains or spills, pet damage, misuse, normal wear & tear, or from any other service/alteration made by any other party.)

 

STEPS TO RETURN

1.Please email us (within 14 days of delivery) at info@ibiwako.comwith your order number, name of item(s) to be refunded, reason for return, and clear photos of the item. Items sent back to us without first requesting a return will not be accepted. The return window starts from the day the shipment is delivered/picked up.

2.For returns from the US, we will provide you with a prepaid return label to ship the items back. For other countries, please kindly provide us your return tracking number to ensure the successful delivery back to BIWAKO. Please pack the items in its original packages with all tags attached. Please dispatch the package within 5 days of the return confirmation email sent by us.

3.Once the items have been returned and received in accordance with the stated instructions, we will send you a confirmation email! Your refund will be processed from the time we receive it. Please note that a return shipping fee of $15 will be charged for returns shipped from the US. This return shipping fee will be deducted from the refund amount. For returns from all other countries, customers will be responsible for the return shipping costs.

4.Once we receive your returned item, we will inspect it and notify you of your refund status. Please allow 1-2 weeks for your refund to be processed. If approved, your refund will be processed and credited to your original payment method within 10 business days. If you haven’t received your refund after 10 business days, please check your bank account and contact your credit card company or bank, as it may take time for the refund to post.

5.If you receive a defective item or an item that does not match your order, please email us at info@ibiwako.com (within 48 hours of delivery) and we will try our best to assist you with a duty free exchange or refund. (*This warranty does not cover damage from accidents, fire, flood, or other natural disasters, cleaning products or chemicals, contact with sharp or abrasive objects, human fluids, stains or spills, pet damage, misuse, normal wear & tear, or from any other service/alteration made by any other party.)

 

EXCHANGE

Unfortunately, we are currently unable to provide a direct exchange service. If you would like to exchange any item you have purchased, please proceed with the return process to send back the items. Afterward, you may place a new order for the items you wish to exchange.

 

MODIFY ORDERS

If you need to modify your order in any way, such as changing the shipping address, canceling or adjusting the order, please contact us at info@ibiwako.com within 24 hours of placing the order. Please be aware that our team works diligently to dispatch your order promptly, and it may not be possible to cancel or modify your order once it has been processed.

 

If you have any other questions, please contact us at info@ibiwako.com.