You may return or exchange most new, unused and unopened items within 7 calendar days from the date you receive your order as evidenced by the courier's tracking information. Please notice that, ALL SALE ITEMS are excluded from returns and exchange policy. Any orders purchased with store credit is not eligible for return or exchange. If you are unsatisfied with your purchase or your purchase was damaged during shipping, please let us know and we will do our best to rectify the situation. All returns and exchanges shall be processed and shipped (if applicable), within two (2) weeks of receipt. Please CONTACT US through contact page to initiate the return or exchange process.
Please note, all returns or exchanges must be included in original packaging and accompanied by a copy of the order invoice or receipt. Return shipping cost will be paid by us only if the return is a result of our error. Please use a trackable method for return shipping, and for we are not responsible for any returned items that do not make it back to our warehouse. We cannot approve any returns/exchanges received over seven (7) days from the date you receive your order, no exceptions. We will not accept any packages sent without authorization, any shipments received that have not been authorized will be refused/shipped back.
Once your return or exchange is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Return Address (Items Shipped from Japan)
TWH - THE WAREHOUSE
Chigasaki Chuo, Tsuzuki-ku
Return Address (Items Shipped from United States)
TWH - THE WAREHOUSE
11025 Westlake Drive,
Charlotte, NC 28273
Return Address (Items Shipped from Europe)
TWH - THE WAREHOUSE
Starta 1, 2nd bldg., 3rd fl.,
Riga, Latvia LV-1026
Shipping fees will not be refunded.
Refund or store credit will be issued in 3 to 4 weeks once delivered to us.
Email us to exchange.
Please read T&Cs below.
TERMS & CONDITIONS
We encourage customers to carefully read our Returns Policy and to please make sure all the items are eligible for return to avoid disappointment.
- We accept returns, on full-priced items for a refund within 7 calendar days from the date you receive your order as evidenced by the courier's tracking information.
- We accept returns for store credit, for items discounted by 25% or more (including discount codes) up to 30 calendar days from the date you receive your order as evidenced by the courier's tracking information.
- Refunds or store credit will be issued within 30 days from the date we receive your return at one of our returns addresses.
- You have 30 days from the date you receive your parcel to initiate and return your item(s) for a refund or store credit. Any returns not made within this window will be rejected.
- We provide a refund to your original payment method for all full-priced items.
- Exchanges are provided through store credit for eligible items only.
- We do not provide a returns label or pay for returns shipping.
- We strictly do not accept returns, refunds and exchanges for the following items: (1) Sale items and (2) Shorts.
- Items must be in their brand-new, unused condition with their original tags and packaging. Any items that have been worn, damaged, washed or altered in any way will be rejected.
- Items returned to us that are not eligible for a refund or store credit will be discarded or sent back to you at your own expense.
- We do not accept packages returned on a cash-on-delivery basis or packages requiring additional payment.
- All items purchased with a gift card or store credit are not eligible for return. Gift cards purchased and store credit issued by TWH - THE WAREHOUSE cannot be exchanged or refunded.
- All shipping charges and governmental taxes are non-refundable.
- Shipping fees will not be refunded for undeliverable orders. We may charge additional fees to cover any costs incurred.
- We offer store credit for the price difference between the purchase price and the sale price, if the order was placed 24 hours before the sale.
- Cancellations are only accepted for full-priced items, within 60 minutes after an order is placed.
- The Terms & Conditions of our Returns Policy prevail in the case of miscommunication or otherwise.