Refund policy
■ Returns
If an item is defective, damaged, or different from what you ordered, please contact us within 7 days of receiving the product. We will promptly arrange for an exchange or a refund.
Please note that returns and exchanges cannot be accepted in the following cases:
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Returns due to customer preference (e.g., wrong size, different impression from images)
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Items that have been used (including those with shrink-wrap removed)
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Items returned more than 8 days after delivery
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Made-to-order items (e.g., personalized products, custom prints)
■ Refunds
Refunds will be processed once the returned product has been received and inspected. Refunds will generally be issued using the same payment method used for the original purchase (credit card, bank transfer, etc.).
The following costs are not eligible for refund:
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Return shipping fees (except in cases of initial defects or incorrect delivery, which we will cover)
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Bank transfer fees (in cases of customer convenience)
■ Contact for Returns & Refunds
If you would like to request a return or refund, please contact us by email or inquiry form with the following information:
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Order number
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Your name
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Details of the issue (photos, if possible)
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Preferred resolution (exchange or refund)
Contact Information
Silkmaster Co., Ltd.
E-mail: shizuna.muraki@silkmatersb.com
TEL: +81-54-265-2111 (Weekdays 10:00–17:00 JST)