Refund policy
We hope you love your OMAKASE order, but if you need to return anything, please contact us with details of the original order number and the item(s) you would like to return. You have 30 days from receipt of the order to return your item(s) to us.
To be eligible for a return, your item must be in the same condition that you received it, unused or unworn, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
After 30 days from the receipt of the order or once the item(s) have been used (including washing or maintenance), we do not accept returns, refunds, or replacements under any circumstances.
For returns based on customer preference (e.g., change of mind or incorrect selection, or orders placed in error), please note that we do not provide return labels. Customers are responsible for arranging and covering the cost of return shipping in such cases.
Please note: For handcrafted or natural-material items, slight variations in size, shape, color, or texture are inherent characteristics and not considered defects. For bladed items, sharpness level is not considered a manufacturing defect. Edge care and maintenance remain the responsibility of the customer. If you wish to return an item for these reasons, it will be treated as a customer preference return, and all return shipping and related costs will be the responsibility of the customer.
If you wish to start a return process, please contact us from this page.
Contents
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you received the incorrect item. We will then evaluate the issue and make it right.
Please note that damage to the outer carton (packaging) is not classified as item damage under our policy. Additionally, slight variations in size, form, or appearance in handmade or natural-material items are not considered defects.
Missing Items
If you believe an item is missing from your order, you must contact us within 48 hours of the confirmed delivery time and provide your order number along with clear photos of the following:
- The outer shipping carton
- The shipping label
- All packaging materials inside the box
- All items received
All orders are inspected and documented prior to shipment. We may review shipment weight records and packing documentation during our investigation.
If the outer packaging shows visible damage or signs of tampering at the time of delivery, you must report this directly to the courier at the time of receipt and obtain written confirmation. Failure to report courier damage or tampering at the time of delivery will significantly limit our ability to investigate and may result in the claim being declined due to insufficient verification.
Claims submitted after 48 hours of confirmed delivery may not be accepted.
We reserve the right to deny claims where sufficient evidence is not provided or where carrier records confirm successful delivery.
Exchanges
We do not offer exchanges. If you would like to exchange your item, you will need to return your order by contacting our customer service team and placing a new order.
Refunds
We will notify you once we’ve received and inspected your return, and contact you if the refund was approved. The returned item(s) must be received within 60 days of your return initiation. If we do not receive the item(s) within this period, a refund cannot be issued. Once approved, the refund amount will be automatically refunded to your original payment method within 10 business days. Please remember it can take time for your bank or credit card company to process and post the refund.
Please note that we can only issue refunds to the original payment method used for the purchase. Refunds cannot be provided via bank transfer or any other method.
If more than 15 business days have passed since we approved your return, please contact us via this page.
Refunds are only issued for returns that follow our official return process. Returns sent without prior approval will not be eligible for a refund.
If you receive damaged/defective/incorrect item(s), we will refund the item amount and the original shipping fee included in the original order payment. Please note that any duties and taxes are determined by the customs agency or local authorities within the destination country and are not included in our refund policy.
For returns of items that are not damaged/defective/incorrect item(s), the original shipping fees, duties, and taxes are not eligible for a refund. You will be responsible for the shipping charges to send the item(s) back to us. Additionally, any costs associated with the return, including duties, taxes, and handling fees, must be paid by the customer. If these costs are not paid upon the item(s) return to us, we will deduct those fees from the refund amount.
Important Note Regarding Failed Deliveries
If a delivery is unsuccessful due to the destination country's customs regulations, the customer's cancellation after the dispatch, the customer's refusal or cancellation of delivery, the recipient's refusal to accept the package, or other circumstances resulting in the package being undeliverable and returned to us, the customer will be responsible for covering any costs related to the return. This includes, but is not limited to, return shipping, handling fees, and any applicable customs or duties. These costs will be deducted from the refund amount where applicable.
Please note that original shipping fees, duties, and taxes (including those prepaid under DDP terms) are non-refundable. Only the item(s) cost will be reimbursed.
Once a package is returned to us under these circumstances, we are unable to reship the order, and the transaction will be considered complete.
Food Item Policy
All food items sold by Omakase are final sale. For reasons of safety, hygiene, and in line with local regulations, food items cannot be returned, exchanged, or refunded, except in cases where an item arrives damaged, defective, or due to an error on our part.
Wholesale (B to B) Orders
Once we receive the payment, the order cannot be cancelled.
Wholesale orders are not eligible for return unless the item is damaged, defective, or incorrect. Any claim regarding damaged, defective, or incorrect items must be reported to Omakase within seven days of delivery. Claims submitted after this period cannot be accepted.
Duties and taxes are not included in the invoice price. The customer is responsible for paying these fees.
Under DAP (Delivered at Place) terms, the recipient is responsible for paying any duties and import taxes, which are collected at the time of delivery or during the customs clearance event. Please note that customers are responsible for any return shipping and handling fees in case the customs clearance event fails.
Shipping fees for wholesale orders are calculated based on the order and do not qualify for the free shipping threshold available to retail orders.
Please confirm the import laws of the shipping destination country and contact the local customs authorities for more details.