Refund policy

Return & Exchange Policy

We take great pride in the craftsmanship of our handmade pieces, each created in small, intentional batches rather than mass production. For this reason, we do not offer refunds. However, we are happy to offer exchanges under the conditions outlined below.

Exchanges

If you are not fully satisfied with your piece, you may request an exchange within 5 days of receiving your order. To be eligible for an exchange, the piece must be returned in its original, unworn, unwashed condition, with all original packaging and tags, along with the receipt or proof of purchase. The customer is responsible for shipping the item back to us, and we do not cover return shipping costs.

To initiate an exchange, please contact us at nathalia.ojeda@iiwakashi.com. Pieces sent back without prior approval will not be accepted.

Note: Items showing signs of wear, damage, or missing elements will not be eligible for exchange.

Damages or Incorrect Items

Please inspect your order upon delivery. If your piece is defective, damaged, or you received the wrong item, contact us immediately so we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain items cannot be exchanged, including:

Custom or personalized pieces

Sale items

Gift cards

If you’re unsure whether your item qualifies, feel free to contact us before initiating an exchange.

European Union Cooling-Off Period

If your order is being shipped into the European Union, you are entitled to a 14-day cancellation period under EU law. In this case only, you may request a return for refund within 14 days of receipt, for any reason, provided the item is returned in its original, unused condition with all packaging and proof of purchase.