Refund policy

Cancellation & Return Policy


Our Made-to-Order Commitment

Each item is carefully made-to-order through our fulfillment partner, Printful. We do not hold inventory. Every product is created specifically for you once your order is placed.

By completing your purchase, you acknowledge and agree to the terms of this policy.

We encourage you to carefully review product details, size guides, and shipping information before ordering.


Order Cancellation

Orders may be canceled only before they enter the “In Fulfillment” or “Being Printed” stage.

Because production begins quickly after purchase, cancellations are time-sensitive and cannot be guaranteed.

Once production has started, orders cannot be canceled, modified, or refunded.


Returns & Exchanges (Buyer’s Remorse)

As all products are made-to-order, we do not accept returns or exchanges for:

  • Change of mind
  • Incorrect size selection
  • Preference changes
  • Minor color differences due to monitor display variations

Please review size charts and descriptions carefully before placing your order.

EU Customers

In accordance with Article 16(c) of Directive 2011/83/EU, the right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalized items.


Damaged, Defective, or Misprinted Items

If your item arrives damaged, defective, or misprinted, please contact us within 30 days of delivery at still-japan.com.

Please include:

  • Your order number
  • Clear photographic evidence:

Print Placement Issues:
Photo of the product lying flat showing the full item.

Print Quality Issues:
Close-up photo in bright lighting of the affected area.

Damaged/Defective Items:
Photo of the damage including part of the design.

Size Issues:

  • Photo of incorrect size tag, or
  • Photo with measuring tool aligned with our Size Guide.

After review, we will determine whether a replacement or refund is appropriate.

Address Accuracy, Refused & Returned Shipments

Customers are responsible for entering a complete and accurate shipping address.

If an order is returned due to:

  • Incorrect address
  • Incomplete address
  • Unclaimed shipment
  • Refused delivery

The customer is responsible for any return shipping and re-shipping fees.

Original shipping costs are non-refundable.


Lost or Marked-as-Delivered Shipments

If tracking information indicates that a package was delivered, responsibility for the shipment transfers to the carrier and recipient.

If you believe your package was not received, you must contact the shipping carrier directly to initiate an investigation or claim.

We are not responsible for packages marked as delivered by the carrier.


Customs Duties & Import Taxes

International shipments may be subject to customs duties, VAT, import taxes, or local handling fees.

These charges are the responsibility of the customer and are not included in the purchase price or shipping cost.

We are not responsible for delays caused by customs clearance procedures.


Shipping Delays & Carrier Responsibility

Delivery times are estimates and not guaranteed.

We are not liable for delays caused by:

  • Customs processing
  • Carrier disruptions
  • Weather conditions
  • Seasonal demand
  • Events beyond our reasonable control

Shipping costs are non-refundable unless the issue was caused by us.


Chargeback & Payment Dispute Policy

If you experience any issue with your order, please contact us before initiating a chargeback or payment dispute.

By placing an order, you agree that:

  • The transaction is authorized
  • You have reviewed the product details and policies
  • You will attempt to resolve concerns directly with us before filing a dispute

Improper or fraudulent chargebacks may be formally disputed with supporting evidence, including:

  • Order confirmation
  • Fulfillment records
  • Shipment tracking
  • Delivery confirmation
  • Customer communication history

We reserve the right to restrict future purchases from customers who engage in abusive or fraudulent dispute behavior.


Limitation of Liability

To the fullest extent permitted by applicable law:

Our total liability shall not exceed the purchase price of the product.

We shall not be liable for:

  • Indirect damages
  • Incidental damages
  • Consequential damages
  • Loss of profits
  • Delays beyond our reasonable control


Returns & Authorization

Do not return items without prior authorization.

All approved returns must be sent to the Printful facility address provided by our support team.

Items sent to our office in Japan or any unauthorized address will not be accepted.


Refund Processing

If approved, refunds will be issued to the original payment method within 10 business days.

Original shipping fees are non-refundable unless the issue was caused by us.