Refund policy

If for any reason you are not satisfied with your purchase, you can return one or more products purchased within 14 days of the delivery date.

Shipping costs for the FIRST RETURN for each NEW CUSTOMER are FREE 

From the moment Ikigai staff authorizes the return, the products must be delivered to the courier within and no later than 14 days.
Ikigai reserves the right to refuse returns if communicated, sent or shipped after the indicated days or if the products are not intact.
All items are checked before being shipped. They are provided with tags, with which they must be returned: it is therefore advisable not to remove them until you are sure of the correct fit of the item.
Items returned with damage, dirt stains or any obvious modification will be rejected and sent back to the customer, who will be charged the normal shipping costs (cash on delivery).
In case of receiving defective or faulty goods, immediately write an email to info@ikigaikimono.com The replacement of an item of the same size and color is possible based on availability in our warehouse, with free shipping costs. If the item cannot be replaced, the normal refund procedures will be started.
To make a return, first write an email to info@ikigaikimono.com indicating the order reference number, item name, order receipt date and the reasons for the return. Once we have verified that the reasons are in accordance with our conditions of sale, you will receive instructions by email.
You will then be sent (always by email) the courier label: usually it is a PDF, which you will have to print on a normal sheet of paper and apply it to the package (even with scotch tape).
ATTENTION: IT IS MANDATORY TO KEEP THE ORIGINAL PACKAGING (BOX) WHICH MUST BE REUSED FOR THE RETURN BY REPLACING THE LABEL.
It is not necessary to return an entire order, but even just a part of it.
After our staff has received the return and checked the integrity of the products, the refund procedure will be carried out, of which you will be informed by email. The conclusion of this procedure will take place within 14 working days from the date of receipt of the return, through the re-crediting of the sum equal to the value of the goods to your current account.
Address to send returns to: Connie Image Consultant di Loffa Concetta Via Benricevuto di Ser Leonardo, 18 59100 Prato (PO)

 DO I HAVE TO PAY TO MAKE A RETURN?

The FIRST RETURN for every NEW CUSTOMER is free. To take advantage of the free return, simply contact customer service who, after agreeing the collection, will send you a new label on the package you intend to return.

HAVE YOU RECEIVED THE RETURNED GOODS? 

Once we receive your package at our warehouses, we will send you a confirmation email, please note that it can take up to 15 working days (excluding weekends and holidays) for your return to reach our warehouses. We will verify the integrity of the returned products and the conformity of the return to our conditions of sale after which we will proceed with the refund. You will receive an email within 3 working days to confirm the refund.
We will credit the amount of your refund to the same credit card/Paypal account used during the purchase.
The amount will be available again in your account in 5-10 working days.
If you do not receive an email within 15 working days (excluding weekends and holidays), please contact customer service.
Make sure to provide us with your order number, which items you have returned and any other useful information (for example the tracking number) when you contact us: this will help us to assist you as quickly as possible.

HOW LONG WILL IT TAKE TO RECEIVE MY REFUND? 

Once we have received your return and checked the integrity of the products, the refund procedure will be started. You will receive a confirmation email once the procedure is completed.
The conclusion of this procedure will take place within 14 working days from the date of receipt of the return. We will credit you back the value of the returned goods through the payment method used at the time of the order. 

I MADE A RETURN BUT THE CARD I USED IS NO LONGER ACTIVE 

If the card you used to place your order has been lost/stolen/deactivated, this is not a problem. If the account linked to your card is still active, we will still be able to complete the refund. If your refund is not visible after 14 business days from the confirmation of credit, please contact our Customer Service.

WHY WAS MY SHIPPING COSTS NOT REFUNDED? 

In the event of a total or partial return, Ikigai will only refund the price paid for the items and not the shipping costs unless the entire order is defective.

YOU REFUNDED ME THE WRONG AMOUNT 

If we have mistakenly refunded an incorrect amount, we ask you to also check:
Shipping costs, refundable only and exclusively in the case of defective or incorrect goods.
Any promotions applied at the time of sale that may no longer be applicable.
However, we invite you to always contact our Customer Service.