After-Sales Support

■ Returns and Exchanges Policy

If there is a defect in the product or if you wish to return the item for any reason, please review the information below and contact us via the "Contact Us" page.

【Defective Product Returns and Repairs】 We take great care in quality control and inspection of our products. However, if you receive a defective product, please return it to us. In this case, we will cover the return shipping costs. When returning the product, please include the purchase receipt.

【Returns for Customer's Convenience】 If you wish to return a product for your own reasons, please contact us within 30 days of receiving the item. In this case, the return shipping cost will be borne by the customer. *Please note that products that have been damaged or soiled due to use are not eligible for returns or free repairs.

 

■ Product Care Instructions

Our products feature Nishijin textiles. Below is information about the characteristics of the material and how to care for it.

【Caring for Nishijin Textiles】 To maintain the beauty of products made with Nishijin textiles, we recommend applying a fabric (fluorine-based) waterproof spray once a month.

【Usage Precautions】

  • Storage: Avoid storing in high-temperature and high-humidity environments.
  • Handling: Be cautious of scratches caused by nails or sharp objects when using the product.
  • Water Exposure: Rain or humidity may cause discoloration or distortion. If the product gets wet, immediately blot the moisture with a soft cloth and dry it in a shaded area.
  • Heat: Nishijin textiles are sensitive to heat. Directly applying an iron may cause discoloration, especially after getting wet in the rain. Be cautious of friction with clothing when the fabric is damp.

 

■ Repair Service for Long-Term Use Products

At TATSUMI, we offer aftercare to ensure you can use our products for a long time. When repairing a product, we carefully check the item and assess the extent of the damage before suggesting the best repair method.

If there are multiple repair options, you can choose one based on your budget and preferences. Below are the main repair options and their estimated costs:

【Repair Menu】

  • Handle replacement: From $40
  • Fabric tear repair: From $100
  • Frame replacement: From $70

 

For more details about repairs, please contact us via the "Contact Us" page.