Refund policy

Return & Refund Policy

 

At Tokyo Look, a Sorakami Company, each poster is custom printed on demand to ensure exceptional quality and sustainability.

Because all items are made-to-order, we can only accept returns or issue refunds in specific circumstances outlined below.

 

 

 

1. Return Eligibility

 


We have a 30-day return policy, which means you have 30 days from the date of delivery to request a return only if your item arrives damaged, defective, or incorrect.


To be eligible for a return or refund:

 

  • The item must be in the same condition that you received it.

  • You must provide clear photo evidence of the damage, defect, or error.

  • Claims must be made within 30 days of receiving the item.

 


We do not accept returns or refunds for:

 

  • Buyer’s remorse or change of mind

  • Incorrect size, color, or product selection

  • Orders that have already entered production or shipping

  • Delays caused by the carrier or customs

 

 

 

 

2. How to Start a Return

 


To start a return, please contact us at hello@sorakami.com with the following details:

 

  • Your full name and order number

  • A brief description of the issue

  • Clear photos showing the defect or damage

 


If your return is accepted, we will:

 

  • Provide a return shipping label (when applicable)

  • Send instructions on how and where to send your package

 


⚠️ Items sent back to us without first requesting a return will not be accepted.


Our production partner Printful manages all print and logistics processes on our behalf, so return addresses may vary depending on your region. We’ll confirm the correct return address once your claim is approved.

 

 

 

3. Damages and Issues

 


Please inspect your order immediately upon arrival.

If the item is damaged, defective, or you receive the wrong item, contact us right away at hello@sorakami.com with supporting photos.

We will review the issue and, if verified, offer a replacement or full refund at no additional cost to you.

 

 

 

4. Exceptions / Non-Returnable Items

 


Because our products are custom printed, we do not accept returns for:

 

  • Non-defective items

  • Sale items or gift cards

  • Products damaged by misuse or post-delivery handling

 


We also do not accept returns for:

 

  • Hazardous materials

  • Flammable liquids or gases

 


If you’re unsure about your item’s eligibility, please contact us before submitting a claim.

 

 

 

5. Exchanges

 


We do not process exchanges.

If you wish to receive a different item, please complete the return (if eligible) and place a new order through our online store.

 

 

 

6. European Union – 14-Day Cooling-Off Period

 


If your order is being shipped to an address within the European Union, you have the legal right to cancel or return your order within 14 days for any reason and without justification, under the EU Consumer Rights Directive (2011/83/EU).


Your item must be returned in the same condition you received it — unused, with tags, and in its original packaging — along with your proof of purchase.


Please note that custom-made or print-on-demand products (like our posters) are exempt from this rule unless defective or damaged.

 

 

 

7. Refunds

 


Once your return or claim is reviewed, we’ll notify you of the approval or rejection of your refund.

If approved, the refund will be automatically issued to your original payment method within 10 business days.


Please remember that your bank or credit card provider may take additional time to process and post the refund.

If more than 15 business days have passed since your refund approval, please contact us at hello@sorakami.com.

 

 

 

8. Governing Law

 


This policy is governed by and construed in accordance with the laws of England and Wales.