Refund policy
Every MATOI order is folded and finished by hand in Japan after you place it. Nothing sits on a shelf waiting. That is what makes each set feel personal — and it is also why our return terms are narrower than a mass-produced shop’s. Please read this before you order, and ask us anything you are unsure about.
Made-to-order items cannot be returned for change of mind
Because each set is cut, folded and packed for your event — your colors, your quantity, your date — we are unable to accept returns or exchanges for change of mind, for ordering the wrong quantity, or for a color you decided against after production has begun.
We would much rather help you get it right before you order. Order the sample set of 5 to see and hold the paper in your own light, and email us with any question about size, quantity or color. We answer every message.
If your order arrives damaged, defective or incorrect
We will make it right. Contact us within 14 days of delivery with:
- your order number
- photos of the affected item or items
- photos of the outer box, if the parcel itself was damaged in transit
Once we have confirmed the issue, you choose: a replacement made and shipped at no cost to you, or a full refund. You do not need to ship anything back unless we specifically ask you to, and if we do ask, return shipping is on us. Refunds are issued to the original payment method. Your bank or card issuer usually takes 5–10 business days to post them.
In the rare case we do ask for an item to be sent back, we will email you the return address and a prepaid label at the time. Please do not send anything back before we have confirmed the return in writing.
Cancellations and changes
You may cancel or change your order free of charge within 24 hours of placing it — or within 48 hours for bulk and custom orders — as long as production has not yet started. Email us as early as you can and we will confirm in writing.
Once folding has begun we can no longer cancel or refund the order, because the papers have already been cut and the pieces made for you. If your guest count changes after that point, tell us anyway: we can often add pieces to an order that is still in production.
Personalized items
Anything carrying names, dates or custom wording is made to your approved proof and cannot be cancelled once production has begun, or returned afterwards, unless the item is defective or the wording differs from the proof you approved. Please check spelling carefully when you approve your proof — we set exactly what you send us.
Lost or undelivered parcels
Every MATOI order ships with tracking. If your tracking has not updated for 10 business days (5 business days for EMS Express), contact us and we will open an investigation with the carrier on your behalf. Where a parcel is confirmed lost in transit, we will replace or refund it in full.
We are not able to refund parcels returned to us or disposed of because the shipping address was incomplete or incorrect, or because the parcel went unclaimed at a local depot. Please check your address at checkout, including apartment, unit and suite numbers.
Duties and refused parcels
Our shipping rates are set to cover estimated import duties and taxes, so you should not be asked for anything further on arrival. If a carrier does request a payment before delivery, please contact us before paying and send us the notice — we will resolve it with you.
Parcels refused at the door are not eligible for a refund of shipping costs.
This applies to every destination we ship to. If you are charged anyway, send us the notice and the receipt and we will reimburse you in full.
Contact
MATOI Japan
info@matoijapan.com
We reply within 2 business days, Monday to Friday, Japan time.