1) Can I cancel or modify an order once it has been placed?
Once an order has been placed and payment made, it can no longer be cancelled and no refunds can be made. Your order will be shipped as scheduled. A 20% processing fee will be charged if for some reason, we allow an order to be cancelled. If an order is cancelled due to the unavailability of goods or our inability to deliver the goods within the agreed time frame, we will refund the full amount paid.
2) What if there is a problem with my order?
We will gladly replace any item that is faulty or if we shipped you a wrong item by accident. In cases of return of a faulty item, it must be returned in its original packaging together with any enclosed documentation.
If something is not right, let us know immediately. Please send an e-mail to firstname.lastname@example.org quoting your order number, your name and address, details of the product and the reason for return. We will then advise you on how to proceed with the return and item replacement. Please do not return items without first informing us.
Should the product need to be returned, the customer will bear the return delivery charge to Okamoto Global and we will pay the delivery charge to send the item back to the customer. Be sure your package is insured and prepaid. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. Goods returned should be in the same condition as when the problem was first brought to our knowledge or else the return will not be honoured.