Refund policy

1. Delivery-related responsibility

In accordance with our Terms of Use (article 14), any goods purchased on the site Tokyo Snack Box are shipped by an independent third-party carrier, namely Japan Post.

In this regard, the transfer of risks (loss, theft, deterioration) occurs at the time of handover of the package to the carrier.
From this handover, Tokyo Snack Box cannot be held responsible:

damage occurring during transport,
the loss or theft of the package,
delivery delays attributable to the carrier or customs authorities.

Tokyo Snack Box has no control over the timelines, procedures, or decisions of carriers or local postal services.

2. Protection measures at shipping

Although the responsibility for transport lies with the carrier, Tokyo Snack Box implements reasonable means to limit risks:

double-thickness cartons,
suitable protective materials,
priority shipping by air transport when possible.

These measures constitute a duty of means, and not a guarantee of delivery.

3. Package insurance (optional)

3.1 Description

When placing an order, Tokyo Snack Box offers an optional package insurance to protect your box in case of loss or theft during transport.

By subscribing to this insurance, you benefit from a free reshipment of your order, subject to official confirmation of the loss or theft by the carrier.

Package insurance is highly recommended for international deliveries.

3.2 Coverage conditions

The insurance exclusively covers:

the total loss of the package,
the theft of the package,

occurring after the carrier has taken charge and before delivery to the customer.

Conditions to be met:

the request must be made within 30 days after the estimated delivery date,
the necessary information to open a postal investigation must be provided.

Tokyo Snack Box directly pays the cost of this insurance to the carrier at the time of shipment.
Consequently, any return or compensation is conditional on the official confirmation of loss or theft by the postal service of the destination country.

3.3 Insurance exclusions

Package insurance does not cover:

address errors provided by the customer,
packages refused or unclaimed,
packages marked as delivered by the carrier (unless there is irrefutable proof that the carrier is at fault),
delivery delays,
customs seizures, blockages, or destructions.

3.4 Absence of package insurance

In the absence of subscription to package insurance, the customer expressly acknowledges and accepts that:

no return,
no refund,
no compensation,

cannot be required from Tokyo Snack Box in case of loss, theft, or non-receipt of the package, as long as it has been handed over to the carrier.

This provision applies including in the case of a bank dispute or chargeback procedure.

4. Return policy

In accordance with current regulations, perishable goods, including food products, cannot be returned.

Please do not return your snack box.

5. Refund policy

5.1 Cases eligible for a refund

A refund is only possible when the direct responsibility of Tokyo Snack Box is acknowledged, particularly in cases of:

for order preparation error,
for missing product attributable to Tokyo Snack Box.

Any request must be made within 10 days from the receipt of the package.

5.2 Refund processing

If the request is accepted, the refund will be made via the original payment method.
Receiving times depend on banking processing times.

6. Delayed or missing refunds

If you have not yet received your refund:

Check your bank account.
Contact the issuer of your credit card.
Contact your bank (a processing delay may apply).

Yes, if after these steps the refund still does not appear, contact us at:
📧 baptiste@tokyosnackbox.com