Refund policy
We have a 14-day return policy for all non-consumable merchandise, which means you have 14 days after receiving your item to request a return. For our tea products, please see the "Exceptions" section below.
To be eligible for a return on merchandise, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@preludetea.jp. If your return is accepted, we’ll provide you with instructions on how and where to send your package. Please note that customers are responsible for return shipping costs unless the item is defective or was sent in error. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@preludetea.jp.
Original Shipping Costs
Please note that all original shipping costs are non-refundable.
Refunds on "Free Shipping" Orders: If your order qualified for free shipping, the actual shipping cost we paid to the courier (e.g., EMS or UPS) will be deducted from your total refund amount.
Partial Returns: If you return an item that brings your original order total below our free shipping threshold, the actual shipping cost we paid will be deducted from your refund.
Damages and Issues Upon receiving your order, please inspect it immediately. Should you find any item to be defective, damaged, or if you have received the wrong product, contact us without delay at info@preludetea.jp so we can evaluate the issue and make it right. This policy applies to all items in our store, including tea.
Exceptions / Non-Returnable Items For health and safety reasons, we do not accept discretionary returns on tea products; all tea sales are considered final. However, this does not apply if your order was damaged or incorrect upon arrival. If you have experienced an issue with your order, please refer to our "Damages and Issues" policy above, and we will be happy to assist you.
Other non-returnable items include gift cards. Please get in touch at info@preludetea.jp if you have questions or concerns about your specific item.
Exchanges The fastest way to ensure you get what you want is to return the merchandise you have, and once the return is accepted, make a separate purchase for the new item. We do not offer exchanges on tea products.
European Union 14 day cooling off period Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. This right does not apply to our tea products once they have been received, for health protection reasons. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at orders@preludetea.jp.