Refund Policy

Order Cancellations

You may cancel your order any time before it ships. Once an order has shipped, it can no longer be cancelled. We try to ensure that all product information is accurate and complete, and that the photographs clearly indicate the shape and color of each item. Exchanges and/or refunds cannot be made due to customer error.

Right of Withdrawal (Customers in the EU and EEA)

If you are a consumer in the European Union or the European Economic Area, you have the right to withdraw from your purchase within 14 days without giving any reason. These rights apply to consumers in the EU and EEA and take precedence over the general cancellation terms above wherever they differ.

The withdrawal period expires 14 days from the day you, or a third party you name other than the carrier, take physical possession of the goods. If your order arrives in several shipments, the period runs from the day you receive the final item.

To exercise this right, use the withdrawal function on our website, or tell us of your decision by a clear statement sent to info@fakefoodjapan.com. You may use the model withdrawal form, but you are not required to. To meet the deadline, it is enough to send your communication before the 14-day period ends.

If you withdraw, we will refund all payments received from you, including the standard delivery cost, no later than 14 days from the day we are informed of your decision. We may withhold the refund until we have received the goods back, or until you provide proof that you have sent them, whichever comes first. We refund using the same payment method you used to order, at no extra charge to you.

You must send the goods back without undue delay and no later than 14 days from the day you notify us. You bear the direct cost of return shipping. You are responsible for any reduced value of the goods resulting from handling beyond what is needed to establish their nature, characteristics, and condition.

Exception for made-to-order and personalised items. The right of withdrawal does not apply to goods made to your specifications or clearly personalised. Our custom order commissions, produced to an individual customer's brief, are made to your specifications and are not eligible for the right of withdrawal. Our standard catalogue products are eligible for withdrawal as set out above, even though each piece is produced after you order.

Customs Fees

Please be aware that the customer is responsible for paying customs fees and for providing any documents required by customs in your country. If the customer refuses to pay imposed customs duty taxes, the package will be sent back to us. Under this circumstance, no refund will be issued to the customer if a life-size replica was ordered.

If the customer ordered an accessory such as a keychain, magnet, etc., we will refund the customer the amount of the order minus 1) the payment processing fees that were imposed at the time the order was placed, 2) the shipping cost we were charged by the carrier to send the package, and 3) the return shipping cost we were charged when the package was returned to us.

Damaged Products

We will only replace or refund items sent by EMS (express mail) if damaged upon receipt by the customer. To be eligible, the customer has seven (7) days to notify customer service at info@fakefoodjapan.com with photos of the damaged product(s) along with the order number.

In order to receive a replacement or refund, the damaged product(s) must be returned in its original packaging. Please understand that the customer is responsible for paying all shipping costs associated with returned items and that these shipping costs are non-refundable.

Once returned items have been received, we will notify the customer via email and commence the process for either a replacement or refund. In the case of a refund, we will refund the customer the amount of the order minus 1) the payment processing fees that were imposed at the time the order was placed and 2) the shipping cost we were charged by the carrier to send the package.

Please note: As packages delivered via EMS (express mail) are insured (up to 20,000 yen), some costs may be recoverable once the customer has reported the damaged product(s) issue to the appropriate delivery company in his/her country. Fake Food Japan will be responsible for reporting the issue to the EMS (express mail) office based in Japan.

Questions about our Refund Policy should be sent to us at info@fakefoodjapan.com.