Refund policy

We hope you love everything you receive from Hinoki. If something isn’t quite right, we’re here to help.

Return Window

• Online orders: Return requests must be submitted within 7 days of delivery
• In-store purchases: Must be returned within 14 days of purchase

Eligibility

To be eligible for a return, items must be:

• Unworn, unused, and in original condition
• With all original tags attached
• In original packaging
• Accompanied by proof of purchase

Items that do not meet these criteria may be declined.

How to Start a Return

To initiate a return, email us at hello@shophinoki.com with:

• Order number
• Item(s) you’d like to return
• Reason for return

If your return is approved, we’ll provide instructions for sending your item(s) back.

Please note: Returns sent without prior approval will not be accepted and will not be sent back.

Return Shipping

• Customers are responsible for return shipping costs and tracking
• Original shipping fees are non-refundable
• We recommend keeping your tracking number until your return is processed

Returns should be sent to:
Hinoki
1326 Vine St, Cincinnati, OH 45202

Refunds & Store Credit

• Full-price items: Eligible for store credit only
• Sale items: Final sale (not eligible for return)

Once your return is received and inspected, we’ll notify you of approval.
Approved returns will be processed within 7–10 business days.

Damages & Issues

Please inspect your order upon arrival. If your item is damaged, defective, or incorrect, contact us within 48 hours of delivery so we can make it right.

Exchanges

We do not offer direct exchanges.
To receive a different item, please return your original purchase and place a new order.

Final Sale Items

The following items are not eligible for return:

• Sale items
• Gift cards
• Intimates (including bras, underwear, lingerie)
• Earrings
• Beauty and skincare products
• Consumables
• Custom or special-order items

Additional Notes

• Returns must be shipped within 7 days of approval
• Returns received outside of policy may be subject to a 20% restocking fee or declined
• We reserve the right to refuse any return that does not comply with this policy

Returns & Refunds — TikTok Shop Orders

 We want you to love your purchase.

Return window: Request a return within 30 days of delivery for eligible items.

Condition: Items must be unworn, unused, and returned with original tags and packaging.

Refunds: Approved returns are refunded to your original payment method — including  original shipping where applicable — within 5 business days after we receive and  inspect your return.

Damaged, defective, or wrong items: Contact us right away. These are covered, and  you may be eligible for a free return, replacement, or full refund. Buyer Protection  claims can be raised within 90 days of delivery.

Non-returnable items: For hygiene and safety reasons, the following are final sale  and not eligible for change-of-mind returns: intimates (bras, underwear, lingerie), earrings, beauty and skincare products, consumables, gift cards, and custom or special-order items. These remain covered if they arrive damaged, defective, or  not as described.

How to start: Submit your request through your TikTok order details, or email us  at hello@shophinoki.com with your order number.