Return policy | Tokyo Sports
contact us images

CUSTOMER SERVICE

RETURN POLICY

      • Return condition

        TOKYO SPORTS ONLINE provides return policy within 7 days after you've received the item. Returns are limited to the following circumstances:

        - The recevied item has any manufacturing defects or quality defects (subject to TOKYO SPORTS ONLINE’s inspection and determination)

        - A wrong item is shipped;

        *All items are allowed returned and replaced once only, and the replacement must be the same style, same color and size. In the situation of unavailable replacement, refund will be arranged.

        *The color and display setting of different monitors may vary. Thus the color difference between the actual product and the product photos might happen. In this case, the exchange and return are not applicable.

        ZEHA's shoes

        For ZEHA's shoes, we offer free exchange service within 14 days after delivery limited to the following situations:

        - The exchange must be for the same collection or the item with the same value.

        - It is allowed to return and replace once olny, request for refund is not available.

        *Gift and any free offering items cannot be returned or refunded.


    • Return procedure

      Step 1. Fill-in the return request

      Please click here to indicated the return reason clearly with photos (except ZEHA's shoes). We will start an investigation to determine the item potentially satisfy the return condition, we may also request you to provide more relevant photos for our investigation. We will inform you after our investigation, please note that we will not accept return if the product condition is unsatisified or the provided information or photos are not sufficient to prove your situation. When your return is accepted, please kindly return the item in following condition:

      - With the shipping slip and original invoice>

      - With a clean, well-packed condition and all the original package including tags are intact

      - Which must be unworn

      * if the received return item is not satisfied with the above conditions, we may reject your return request. 


      Step 2. Return your Parcel

      If your item is ready to return, you can choose the following methods to send it back to us :

      1. Pick-up by S.F. Express

           - Fill in the waybill, shipping fee please tick "paid by receiver".

           - Call S.F. Express service hotline +852 2730 0273 to arrange the pick-up service manually

           Please kindly note that there will be surcharge HK$30 for pick-up in non-industrial and commercial area, which will be charged to customer expense.

      2. Drop-off at S.F. Express store or service centre.

           - Fill in the waybill, shipping fee please tick "paid by receiver".

           - Drop-off at their store or service centre

           (For the location of S.F. Express store or service centre, please refer to here)

      3. Return the item with other courier

           - You can also use your own courier to collect the package, please note that the shipping fees of return made with other courier will be paid by customer.

      After retun the package back, remember to keep the receipt which can be used to track the package.


      Step 3. Received the return item

      When we received the return item, we will investigate if its condition is qualified for return and arrange the replacement as soon as possible. Refund will be arranged in case of unavailable replacement if the stock is no longer available. 

      If the returned item do not satisfy with the return conditions, we will send back the item to the customer at customer's own expense.


  • Return Address

    TOKYO SPORTS ONLINE

    Flat C, 1/F., Wing Yip Industrial Building,

    21-27 Wing Yip Street, Kwai Chung,

    New Territories, Hong Kong