Return policy


Your satisfaction is our goal. Please inspect your order upon delivery. If you are not completely satisfied with your purchase, you may return the merchandise for a replacement, exchange, credit, or refund within 14 days of receipt. Returns without an original receipt are automatically subject to a 10% restocking fee.

The item returned must be in its original packaging in salable condition.

Bring your return to any of our location below, or mail the package to:

Hakone Estates and Gardens Gift Stores Returns
21000 Big Basin Way, Saratoga, CA 95070

Customers are responsible for paying for shipping costs for returned items unless merchandise is defected. Email : for  any question.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days after receipt of returned items.

Please note:

● Shipping and handling charges are not refundable.

If your merchandise arrives damaged in shipping, please retain all original packaging and contact Customer Service email:,

We will gladly replace items if they are defective within 14 days of purchase. If you need to exchange it for the same item, send us an email at

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a store credit for the value of your return. Once the returned item is received, a gift card will be mailed to you. Items returned without a valid receipt or gift receipt will be subject to a 10% restocking fee.