Our shop's policy for product returns and exchanges is as follows:

●If the purchased product is defective

We take every precaution in handling our products, but in the unlikely event that a product you purchased is faulty, damaged, or soiled (defective or malfunctioning), please contact us within 7 days of receiving the product. After confirming the defect, we will arrange for an exchange or return.
We will send you an email with instructions on how to return or exchange the item, but please be sure to send it back to us along with the "Official Warranty Certificate" issued by our shop. In such cases, we will cover the shipping costs for the return.

*For returns of defective products, please use cash-on-delivery with our designated shipping carriers (Yamato Transport or Sagawa Express).
*The same policy applies if you receive a product different from what you ordered (mis-shipped item).
*If the product is out of stock and cannot be provided, we will issue a refund.

●Returns/exchanges due to customer's convenience

Returns due to customer's convenience, such as "the product was not what I expected," are possible. If you wish to return or exchange a product, please contact us within 7 days of receiving it. Afterwards, please return it to us in the condition it was received. Please note that the customer will be responsible for the return shipping costs.

*If the product is received with freight collect, we will deduct the shipping costs from your refund.

Returns or exchanges may be refused if any of the following conditions apply.

＜Products that cannot be returned or exchanged＞

• Products that have passed 8 days or more since arrival
• Products ordered from the manufacturer
• Products that have been used once, or show signs of use
• Products with damaged or missing product tags or packaging (excluding cases where we removed them at the time of shipping)
• Products repaired or processed by the customer
• Products processed specifically for the customer, such as belt adjustments before shipping
• In cases where the delivery note (or warranty card issued by our shop) at the time of purchase has been lost

*Products purchased from stores other than Tokyo Watch Style, even if they are brands we carry, cannot be returned or exchanged. Please contact the store where you purchased the product.

Q. Are these authentic products?
A. All products sold at Tokyo Watch Style are genuine products handled by our company (Marsa International Co., Ltd.) as the official authorized importer (or distributor) in Japan. We do not provide any after-sales service for parallel imported products.

Q. I want to know about the warranty period.
A. The manufacturer's warranty is 1 to 3 years (depending on the manufacturer and brand), and watches of eligible brands purchased from our store are covered by an extended warranty of 3 or 7 years. Please see the "Official Warranty Extension Service (3-year/7-year)" page below for details.

● Official Warranty Extension Service (3-year/7-year): https://www.tokyo-watchstyle.jp/pages/warranty

Q. Can I have a name engraved?
A. We sincerely apologize, but we do not currently offer this service.

Q. Can you adjust the length of the band before shipping?
A. We offer this as a free service. This applies to metal and mesh bands. If you wish to have the size adjusted, please write your actual wrist circumference in the remarks column or select it from the pull-down menu on the product page you are purchasing.

Q. The watch stopped immediately after purchase. Is it broken?
A. The battery at the time of purchase is a monitor battery for operation confirmation, so the battery life may be shorter than usual. We will check the internal components and investigate the cause, so please contact the store where you purchased it first.

Q. Can I change the band color or material?
A. We sincerely apologize, but we do not currently offer custom orders such as changing band colors or materials. Even if you wish to replace a band due to deterioration, it will be replaced with a band identical to the one on the product at the time of purchase.

※ For some products, replacement bands are sold separately, so please purchase them separately.

Q. I want to request a repair, what should I do?
A. Please apply using the repair application form below, entering the required information.

● Repair Application Form: https://www.tokyo-watchstyle.jp/pages/repair

Q. What do I need when requesting a repair?
A. You will need the "warranty card" that was enclosed with the product at the time of purchase.

Q. What happens if I lose my warranty card?
A. Please note that if you lose your warranty card, we cannot provide warranty coverage even within the warranty period. Please keep your warranty card carefully and send it with the product when requesting a repair. Also, please be careful not to forget to include the warranty card when sending in the repaired item, as it will need to be sent separately.

※ The purchase receipt cannot be used as a substitute for the warranty card.
※ Not covered by warranty: Parallel imported products / Insufficient information such as store name, purchase date, product number.

Q. I want to know about the repair process.
A. Once you apply via the repair application form, we will contact you and proceed as follows.

① Confirmation of receipt / Guidance for shipping address: Please send the product you wish to have repaired to our company.

➁ Notification of estimate: We will request a repair estimate from the manufacturer and notify you by email. On average, it takes 1 to 2 weeks to receive the estimate after you send the product.
※ If no repair costs are incurred (e.g., covered by warranty), we may proceed with the repair process without contacting you.

③ Confirmation: You will confirm the estimate, and if there are no issues, we will proceed with the repair.

④ After repair is completed: We will contact you regarding the return shipment.

Q. How long does a repair take?
A. It varies depending on the product, repair location, and congestion, but for battery replacement, it typically takes about 2 to 3 weeks, and for crystal or movement replacement, it takes about 3 to 4 weeks.
※ In some cases, you may have to wait several months for parts to be ordered.

Q. How much will a repair cost?
A. It varies depending on the brand, product, repair location, condition, and whether it's under warranty, but for battery replacement, it's roughly 2,000 to 4,000 yen.

Q. What payment methods are available for repair costs?
A. We only accept cash on delivery. Please pay the delivery person when you receive the repaired item. ※ Cash-on-delivery fee (330 yen including tax~) is separate.

Q. What payment methods are available?
A. We accept credit card payments, Rakuten Pay, Amazon Pay, PayPay, LINE Pay, Apple Pay, Google Pay, Paidy deferred payment, and convenience store pre-payment.

● Accepted Credit Cards
VISA / MASTER / JCB / AMEX
● Available Payment Methods
You can choose from lump-sum payment / installment payment / revolving payment.
(Payment methods may vary depending on your contract details.)

Rakuten Pay is available. Please follow the instructions on the screen to complete the procedure.

PayPay is available. Please follow the instructions on the screen to complete the procedure.

Apple Pay is available. Please follow the instructions on the screen to complete the procedure.

Google Pay is available. Please follow the instructions on the screen to complete the procedure.

LINE Pay is available. Please follow the instructions on the screen to complete the procedure.

Deferred payment (Paidy) is available. Please follow the instructions on the screen to complete the procedure.

Convenience store payment (pre-payment) is available. Please follow the instructions on the screen to complete the procedure.
Please pay within the payment deadline (within 5 days from the order date) at FamilyMart, Lawson, Ministop, Daily Yamazaki, or Seicomart. If the deadline passes, the order will be canceled.

Q. I want to change the payment method after placing an order.
A. We apologize for the inconvenience, but please cancel the order once and then reorder. Please contact us via the inquiry form first.

● Inquiry Form: https://marsainc.app.kanal-web.biz/forms/inquiryforms_TWS

Q. I chose convenience store payment, but I haven't received the payment number.
A. It is possible that it has been sorted into your spam folder. Please check, and if you are still unsure, please contact us via the inquiry form.

※ If you selected convenience store payment (KOMOJU), an email containing the necessary payment number will be sent from KOMOJU. If you have email reception settings, please unblock the "@komoju.com" filter beforehand so that you can receive emails from KOMOJU.

Q. About the payment period for convenience store payment.
A. Please complete payment within 5 days from the order date. Orders that exceed the payment deadline will be canceled.

Q. I missed the payment deadline for convenience store payment. What should I do?
A. We sincerely apologize, but please reorder.

Q. I want to cancel my order.
A. Cancellations can be accepted if the order has not yet been shipped. Please contact us via the inquiry form or by phone.
However, please note that cancellations may not be accepted for pre-order items and back-ordered items (items shipped 3-6 business days later).

Q. I ordered the wrong item. Can I change it?
A. Please cancel the order once and then reorder. We apologize for the inconvenience, but please contact us via the inquiry form.

Q. I want to change the delivery address.
A.

◎ Before shipping: We can change it. We apologize for the inconvenience, but please contact us via the inquiry form.
◎ After shipping: We cannot handle this, so please contact the delivery company.

＜Sagawa Express＞: https://www.sagawa-exp.co.jp/
＜Yamato Transport＞: https://www.kuronekoyamato.co.jp/ 

Q. Returns and exchanges due to our company's reasons (initial defects, etc.)
A. We take every precaution in handling our products, but in the unlikely event that a product you purchased has a defect, damage, or stain (defect or malfunction), please contact us within 7 days of receiving the product.
After confirming the defect, we will arrange for an exchange or return. We will guide you on the return/exchange method via email, but
please be sure to return it with the "official warranty card" issued by our store. All shipping costs for the return will be borne by us.

Q. Returns and exchanges due to customer's convenience (e.g., difference from image)
A. If you wish to return or exchange a product due to customer convenience, such as "it was different from what I imagined," please contact us within 7 days of receiving the product.

※ The customer is responsible for return shipping costs.
※ Please return the product in the condition it was delivered (including the product itself, dedicated box, outer box, product tag, warranty card, and other accessories).
※ To protect the product, please pack it using cushioning materials.
※ If the product is returned with freight collect, the shipping fee will be deducted from your refund.
Please check the "Returns and Exchanges" page at the URL below for details.

● Usage Guide: http://tokyo-watchstyle.jp/shopping_guide/return.html

Q. How will I be refunded?
A. After the returned product arrives and is confirmed, we will notify you of its arrival and process the refund. The refund method varies depending on the payment method.

◎ Credit card payment / various electronic payments: We will stop the billing. Depending on the timing of your card company or electronic payment company, the refund may be processed after a temporary deduction or through an offset. Please contact your respective card company or payment company for details.

◎ Convenience store payment / Paidy (postpaid): The refund will be made to your bank account. We will contact you by email to request your bank account information for the refund, so please check your email.

※ If the refund is due to customer convenience, the refund amount will be the total amount minus the refund fee.

Q. How long does it take to receive a refund?
A. For refunds to bank accounts, there may be delays due to financial institution holidays, but it typically takes 1 to 2 business days for the transfer to be completed.

Q. When will my order be shipped after I place it?
A.

◎ In-stock items: Orders placed by 12:00 PM on weekdays will be shipped on the same day (excluding Saturdays, Sundays, and holidays).
◎ Pre-order items: Shipped sequentially from the release date (excluding Saturdays, Sundays, and holidays).
◎ Back-ordered items: Shipped within 3-6 business days (excluding Saturdays, Sundays, and holidays).

Q. How many days will it take for the product to arrive after it has been shipped?
A. The shortest delivery date varies depending on the delivery region. For [Hokkaido, Shikoku, Kyushu, Okinawa, and remote islands], the earliest delivery is two days after the shipping date, and for [Honshu], the earliest delivery is the next day.

Q. Can I purchase pre-order items and regular items at the same time?
A. Yes, you can. Products will be shipped together (shipped after pre-order items arrive), so please contact us if you wish for separate shipments.

Q. Is convenience store pickup available?
A. We apologize, but convenience store pickup service is not available.

Q. Is holding at a sales office possible?
A. For holding at a sales office, delivery will be handled by "Sagawa Express." When placing your order, please be sure to include the "address of the desired sales office" in the delivery address. (Yamato sales office holding is not supported.)

※ In some cases, such as products with belt size adjustments or deliveries to some remote islands, Yamato Transport may be used.

Q. The item I ordered hasn't arrived.
A. We apologize for the inconvenience. We will confirm immediately, so please contact us via the inquiry form.

● Inquiry Form: https://marsainc.app.kanal-web.biz/forms/inquiryforms_TWS

【 About Inquiry Reception Hours 】 
■ Business days: Weekdays (Closed on Saturdays, Sundays, and public holidays.)
■ Business hours: 10:00-12:30 / 13:30-18:00