Refund policy

Returns Policy

We hope you love your Eiko Sato pieces. However, if for any reason you’d like to make a return, we are happy to offer a full refund (excluding shipping costs) when the return process is started within 14 days of receiving your order.

To be eligible for a return, items must be:

  • Unworn and undamaged
  • In their original packaging
  • With all original tags still attached

Items sent back without requesting a return first will not be accepted.


Responsibility for Returns

All returns are the responsibility of the customer. This includes:

  • Return shipping costs
  • Any duties, taxes, or customs fees incurred
  • Ensuring the parcel reaches us safely

 

Sale Items

All sale items are final and not eligible for return, exchange, or store credit. This includes purchases made during sitewide sales (e.g. Black Friday).

Purchases made using a promotional code (such as 10% off newsletter discount or free shipping) are eligible for return under our standard policy.


How to Start a Return

  1. Email satocapsule@gmail.com with your order number and the item(s) you’d like to return. Please use “Return” in the subject line.
  2. We’ll reply with the return address and a form for you to include in your parcel.
  3. Ensure your item is in perfect condition before sending.
  4. Send your parcel back using a tracked and insured service of your choice.
  5. Once we receive and approve your return, we’ll issue a refund (excluding shipping costs) to your original payment method.


Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact us so we can make it right. Email satocapsule@gmail.com with your order number, a description of the issue, and clear photos.

Depending on the situation, we’ll offer a replacement, store credit, or refund. Please note: we reserve the right to determine a genuine fault or damage.


Refunds

Once your return is received and approved, we’ll notify you and process your refund to the original payment method.

Refunds may take up to 10 business days to appear, depending on your bank or card provider. If more than 15 business days have passed since your refund was approved, please contact us at satocapsule@gmail.com.