Returns & Exchanges — EU Version
This page applies to EU customers and reflects the EU Consumer Rights Directive.
We ship from Japan to the EU. Please wait for our return instructions before sending any items back.
We ship from Japan to the EU. Please wait for our return instructions before sending any items back.
1. Right of Withdrawal (Return Window)
- You may withdraw from the purchase within 14 days after receiving the goods. (Many shops offer up to 30 days.)
- Items must be unopened and unused. For consumables (e.g., incense), returns are accepted only if unopened/unused.
2. If We’re at Fault (Damaged, Defective, Incorrect)
- We cover return and reship costs.
- Please email your order number and photos to
contact@sgialtar.com.
3. Change-of-Mind (Customer’s Convenience)
- Return shipping is at the customer’s expense. International return costs can be high; we disclose this in advance.
- Sale items are refundable under EU rules (cannot be excluded solely due to sale pricing).
4. Non-Returnable Items (EU Examples)
- Personalised or custom-made items
- Opened hygienic items
- Digital content supplied by download once provision has begun
- Consumables once opened/used (incense returns are accepted only unopened)
5. Refund Timing & Method
- We will issue a refund within 14 days after receiving the returned goods.
- Refunds follow your original payment method. Card statement posting depends on the issuer’s cycle.
6. Simple Process
- Contact us via the Contact & Support form or email
contact@sgialtar.com (include your order number and photos if applicable). - We’ll reply with return instructions and address.
- After we receive the parcel, we’ll refund within 14 days or send a replacement.