Returns & Damage Policy

How to report issues and what to expect

Reporting Damaged or Incorrect Items

If you receive items that are damaged in transit or incorrect, contact us within 48 hours of delivery at office@mayco.jp with the following:

Your order number
Photos of the damaged/incorrect items (including packaging)
A brief description of the issue

What Qualifies

Eligible Claims

Items damaged during transit (broken, crushed, water damage)
Incorrect items shipped (wrong product, wrong quantity)
Missing items from a confirmed order

Not Eligible

Buyer's remorse or change of mind
Items that have been opened, used, or resold
Cosmetic box damage that does not affect the product inside
Claims submitted after the 48-hour window

Resolution Options

For valid claims, we offer the following resolutions:

Account Credit

The value of the affected items is credited to your account for use on future orders. This is the fastest resolution option.

Replacement Shipment

We ship replacement items at no additional cost, subject to stock availability. If the item is out of stock, we will offer account credit or a refund instead.

Refund

A refund to the original payment method. Bank transfer refunds are processed within 5 business days. Card refunds may take up to 10 business days to appear on your statement.

Timeline

Submit Claim

Email office@mayco.jp with photos and order details within 48 hours of delivery.

Review

Our team reviews the claim within 2 business days and may request additional information.

Resolution

Valid claims are resolved within 5 business days of approval (credit, replacement, or refund).

Carrier Claims

For items damaged during transit, we recommend also filing a claim directly with the shipping carrier (Japan Post, DHL, FedEx, etc.). MayCo Trading will provide any documentation needed to support your carrier claim, including commercial invoices and packing lists.

If you purchased additional shipping insurance, the carrier claim may cover the full declared value of the shipment.

Return Shipping

Do not return items without authorization. If a return is required (e.g., for incorrect items), MayCo Trading will provide return instructions and, where applicable, a prepaid shipping label or reimbursement for return shipping costs.

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