Return & Refund Policy

Last Updated: August 3, 2026

Returns, Exchanges, and Refunds for Customer Convenience

Due to the nature of our products, including food items, we generally do not accept returns, exchanges, or refunds for customer convenience.

The following cases are also considered "customer convenience" and are not eligible for returns or refunds:

• The product image or preference does not meet your expectations

• Incorrect product or quantity was ordered

• Incorrect delivery address was entered

• Failure to receive the product due to long-term absence

• Refusal to accept the delivery

• Failure to pay customs duties, import taxes, customs clearance fees, etc.

• The remaining shelf life is shorter than expected, provided that a specific remaining period was not guaranteed on the product page or elsewhere

Missing Items & Incorrect Deliveries

If an item you ordered is missing or if you received a different item than what was ordered, please contact us via the Contact Form within 7 days of product arrival, providing your order number, name, and details of the discrepancy.

For verification purposes, we may request photos or information regarding the product, shipping box, shipping label, packaging condition, or other details.

Once we confirm a missing item or incorrect delivery, we will generally issue a partial refund equivalent to the amount of the missing or affected item. However, if deemed appropriate by the company, we may send a replacement or take other measures.

The eligibility for shipping fee refunds will be determined based on the nature of the missing or incorrect delivery, the refund method, and other circumstances.

If you contact us more than 7 days after product arrival, we may be unable to provide assistance depending on the condition of the product, the elapsed time, the order details, the feasibility of an investigation by the delivery carrier, and other factors. This does not apply in cases where we are legally obligated to take responsibility.

If the necessary photos or information cannot be provided and the order details or product condition cannot be verified, we may be unable to provide assistance.

Damaged Products or Packaging

Minor dents, scratches, tears, stains, deformations, or other damage to the shipping box or product packaging that does not hinder the use or consumption of the product are generally not eligible for refunds, exchanges, or reshipments.

If the contents are significantly damaged, making normal use or consumption difficult, please contact us via the Contact Form within 7 days of product arrival, providing your order number, name, and details of the defect.

For verification purposes, we may request photos or information regarding the product, product packaging, shipping box, shipping label, packing materials, the damaged area, or other details.

As this may be necessary for an investigation by the delivery carrier, please do not discard the product, shipping box, shipping label, or packing materials—please keep them as much as possible until we provide further guidance.

If you contact us more than 7 days after product arrival, we may be unable to provide assistance depending on the condition of the product, the elapsed time, the extent of the damage, the feasibility of an investigation by the delivery carrier, and other factors. This does not apply in cases where we are legally obligated to take responsibility.

Based on the results of the delivery carrier's investigation, the condition of the product, and the extent of the damage, we will provide a refund, partial refund, replacement, or other appropriate measures.

Order Cancellations

You may request a cancellation through your My Page within one hour from the time we send the order confirmation email.

A cancellation request via My Page does not guarantee the completion of the cancellation; the cancellation is finalized only when we confirm and approve the request.

The cancellation request function on My Page will become unavailable once one hour has elapsed from the time the order confirmation email was sent.

Even after one hour has passed, we may be able to accept a cancellation if the product has not yet been packed. In such cases, please contact us promptly via the Contact Form.

Due to the nature of products including food, and for reasons of shelf-life management and hygiene, it may be difficult to resell products that have already been packed or shipped. Furthermore, international shipping requires time for export/import procedures and shipping arrangements; therefore, cancellations cannot be accepted once packing has started or the product has been shipped.

If packing has already begun at the time we receive your cancellation request, we may be unable to accept the cancellation even if you are within the time window to request it via My Page.

If we approve a cancellation, we will generally issue a refund through the payment method used at the time of purchase.

Incorrect Address, Long-term Absence, & Refusal of Acceptance

If a product is undelivered or returned due to an incorrect address entered by the customer, long-term absence, refusal of acceptance, or other customer-related circumstances, the product cost and shipping fees will not be refunded.

If reshipment is possible and the customer desires reshipment, the customer shall bear the necessary shipping fees for reshipment, return shipping costs, storage fees, and other related expenses.

Due to food quality, safety, shelf life, and other factors, we may be unable to reship returned products.

If costs are incurred for the return, disposal, confiscation, or other processing of the item, we may bill the customer for these expenses.

Customs Duties & Import Taxes

Customs duties, import taxes, value-added tax (VAT), customs clearance fees, and other costs incurred in the destination country or region are the responsibility of the customer.

If a product is returned due to non-payment of these fees, the product cost and shipping fees will not be refunded.

Even in cases where we refund the product cost, we will not refund customs duties, import taxes, or other fees paid by the customer in the destination country or region.

Delivery Delays

We do not provide refunds, exchanges, or reshipments solely due to delivery delays caused by weather, air freight, customs, delivery carrier circumstances, or other reasons beyond our reasonable control. This does not apply if the delay is attributable to our fault or if we are legally obligated to take responsibility.

Loss During Transit

For deliveries within Japan, the compensation system of the delivery service used will apply.

For overseas shipments via EMS, we will ship after declaring a claimed value based on the product contents and order amount. In principle, the claimed value is set to the price of the contents equivalent to the product cost.

If loss during transit is suspected, we will request an investigation from the delivery carrier.

If the delivery carrier recognizes the item as lost or eligible for compensation, we will provide a refund, reshipment, or other measures based on the carrier's compensation system and the investigation results.

Compensation via EMS is capped at either the claimed value declared by us at the time of sending or the actual loss of contents certified by the delivery carrier, whichever is lower.

We do not guarantee that shipping fees, customs duties, import taxes, VAT, customs clearance fees, storage fees, or other incidental expenses are covered by the delivery carrier's compensation system.

We may not treat an item as lost until the delivery carrier officially determines it to be so. Additionally, investigations may take a considerable amount of time.

Out-of-Stock & Substitute Products

Due to product shortages or other circumstances, we may replace items in the BOX with products of equivalent value without prior notice.

Partial Refunds

If some items among multiple ordered products are missing, we will generally provide a partial refund equivalent to the amount of the missing items. However, if deemed appropriate by the company, we may send a replacement or take other measures.

Regarding product damage, we may provide a partial refund or other measures depending on the condition of the product, the extent of the damage, and the results of the delivery carrier's investigation.

In the event of a partial refund, the eligibility for shipping fee refunds will be determined based on the nature of the missing, incorrect, or damaged items, the refund method, and other circumstances.

Refund Method

Refunds will be issued, in principle, through the payment method used at the time of purchase.

After we process the refund, it may typically take 5 to 10 business days for the refund amount to be reflected in your card or bank account.

The actual reflection timing varies depending on the credit card company, financial institution, or other payment provider used.

Please contact your card company or financial institution regarding the status of the refund after processing.

Contact Information

Oishii! Hokkaido! Customer Support
Contact Form
Reception Hours: Weekdays 9:00 AM – 6:00 PM
Excluding Saturdays, Sundays, public holidays, and New Year's holidays.