About Returns & Exchanges

Returns & Exchanges

Last Updated: September 7, 2026

Our Policy

We are committed to ensuring every order meets our quality standards. Please read this policy carefully before making a purchase.

1. Return & Exchange Eligibility

We accept returns or exchanges within 14 days of receiving your order under the following circumstances:

Defective or damaged items — the product arrived broken, torn, or otherwise damaged.
Wrong item received — the item sent does not match what you ordered (wrong style, color, or item).
Significant quality defects — visible manufacturing flaws or defects not shown in product images.

We do not accept returns or exchanges for the following reasons:

Change of mind or personal preference
Dislike of the item after purchase
Size or fit issues (please refer to our size guide before ordering)
Items that have been worn, washed, or had tags removed

Important: For damaged or incorrect items, please contact us within 14 days of receiving your order with clear photos as evidence.

2. How to Request a Return or Exchange

Please include:

Your order number
The item(s) you wish to return or exchange
Clear photos showing the defect, damage, or incorrect item
Whether you prefer a refund or an exchange

We will respond within 1–2 business days with return instructions.

3. Return Shipping

For approved returns/exchanges due to our error (defective, damaged, or wrong item): we cover return shipping.
Returns not meeting the eligibility criteria above will not be accepted.

Return Address

Please send approved returns to the following address:

Recipient: Kaneko Ryu (Tsurui)
Phone: 050-3202-2805
Postal Code: 590-0501
Address: 832-2 Usagida, Sennan City, Osaka Prefecture, Japan

4. Refunds

Once we receive and inspect the returned item, we will issue a full refund (product price + original outbound shipping) within 5 business days.
Refunds are returned to your original payment method (credit card, PayPal, etc.).
Please allow an additional 3–10 business days for the refund to appear in your account, depending on your bank.

5. Exchanges

For eligible quality-related issues, we are happy to exchange items. Once we receive your return, we will ship the replacement item promptly. If the desired item is out of stock, we will issue a full refund instead.

6. Non-Returnable Items

The following items cannot be returned or exchanged under any circumstances:

Intimate apparel (underwear, swimwear, socks)
Earrings or piercing jewelry
Digital products or gift cards

7. Note for International Customers

We ship from China. Return shipping for international orders can take 2–6 weeks and may be costly. For low-value items, we may offer a partial refund or replacement without return as an alternative — please discuss with us when you contact us.

8. EU Customers — Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, in accordance with the EU Consumer Rights Directive (2011/83/EU).

How to exercise your right of withdrawal:

Notify us within 14 days of delivery by emailing service@ootd-studio.com with your order number and a clear statement that you wish to withdraw from your purchase.
Return the item(s) within 14 days of notifying us. Items must be unused, unwashed, and in their original condition with tags attached.
You are responsible for the cost of return shipping unless the item is defective or incorrect.

Refund upon withdrawal:

We will refund the full product price plus original standard shipping costs within 14 days of receiving the returned item.
Refunds will be issued to your original payment method.

Exceptions — the right of withdrawal does not apply to: