Store Policies


COVID-19 Related Shipping Delays

      Due to the COVID-19 pandemic, all international packages are facing significant delays.

      Postal delivery times are no longer guaranteed.
      Packages will not be considered lost until 12 weeks have passed since ship out.

      We apologize for the delay and ask for your patience and understanding.

      Estimated Delays:
      USA: 7-12 business days
      Canada: 2-10 business days
      Australia: 1 month+ (significant delays reported)
      International: 10+ business days (contact us if you'd like details on shipping to your country)

       

      UK Orders - Please contact us!

      Due to recent UK VAT laws, we will be redirecting orders via our Etsy storefront. If you would like to purchase an item which is not listed on our Etsy page, contact us at tokyo.shojo.shop@gmail.com and we will set up a custom listing for you. We apologize for the inconvenience.

      Order Processing

      Please allow up to 8 days for your order to be packaged and processed.
      To reduce our exposure during the COVID-19 pandemic, orders will be processed and sent in weekly batches.

      Untracked Lettermail

      We offer an economical untracked option on Canadian orders, as well as orders of smaller items such as stickers and prints. By choosing this option you acknowledge that your items will be sent untracked and uninsured, and that we cannot locate your package should it not show up.

      Delivery Times

      *These are standard shipping times, not inclusive of any COVID-19 related delays.


      USA: 2-4 business days
      Canada: 2-8 business days
      International: 5-22 business days

      Cancellations, Returns

      Please note that we do not accept returns once your order has been shipped.
      If you would like to cancel an order that has not been yet shipped out, please contact us within 24 hours of ordering and we will return the original amount minus processing fees.


      We do not accept cancellations on preorder items, so please be mindful when ordering.

      Exchanges

      If something is wrong with your order, please contact us.
      We'd like the opportunity to make things right and are open to sending you a replacement.

      Contact: tokyo.shojo.shop@gmail.com
      PO Box 312 Toronto F, Toronto, ON M4Y2L7

      VAT, Duties & Custom Fees

      Please be aware that all duty, customs, or VAT charges, including any processing and service fees, are the responsibility of the customer. The customer must pay any respective fees at their expense. These fees are not included in the price of the item nor the shipping fee and must be remitted to your local customs office.

      Any requests to falsify customs information will be ignored - we always mark packages at their retail value. No returns will be issued over customs disputes.

      If your package is returned to us due to unpaid customs, you will have the option of either paying for re-shipment, or refunding your order minus the original shipping charge and processing fees on the transaction.

       

      Pin Grading Policy

      Standard Grade

      All pins are fulfilled at standard grade unless otherwise marked in the product title.
      Enamel pins are handmade items, which means very few of them are "flawless".
      Our standard grade pins may have one or more minor imperfections but are generally very hard to notice.

      Examples of imperfections:

      • Small, superficial scuffs or scratches on metal, enamel, or epoxy coating
      • Small specks or bubbles
      • Slightly low or uneven enamel fills
      • Slightly misaligned screen printing (if applicable) 
      • Some stray specks of glitter (if applicable)
      • Other imperfections that can only be seen at certain angles or lighting conditions

      If you have an issue with the grade of pin you received, please contact us with a detailed description and photos if possible.
      Mistakes do happen and we are open to sending out replacements for products which are not described as above.

       

      Seconds


      Seconds grades have one or more imperfections which are easier to spot.


      Examples of imperfections:

      • Scuffs or scratches on metal, enamel, or epoxy coating
      • Specks or bubbles
      • Low or uneven fills
      • Misaligned screen printing (if applicable)
      • Stray glitter (if applicable)
      • Small unfilled or misfilled areas
      • Imperfect metal plating