Last updated: 2025-10-11
Overview
Most items are made to order through professional print‑on‑demand partners. We primarily accept returns, replacements, or refunds for items that are defective, damaged in transit, or incorrect. Terms differ depending on where you placed your order.
A. Marketplace orders (SUZURI, Redbubble, Etsy)
- Your order follows the marketplace’s return/refund policy. Please start your request from your order page on that platform. We’ll support your case with the platform as needed.
- Processing times, eligibility windows, shipping fees, and documentation requirements are determined by the platform. See the product/order page or the platform’s Help Center for details.
B. Direct orders on this Site (if/when available)
- Eligibility: Requests for items that are defective, damaged, or incorrect must be made within 30 days from delivery.
- Not eligible: Buyer’s remorse, preference changes (e.g., size/fit, color), or custom/personalized items, unless required by law.
- What to send: Your order number, clear photos of the product and packaging showing the issue, a brief description, and whether you prefer a replacement or a refund.
- Resolution: After review, we will provide a replacement or a refund to the original payment method. We may request a return, or advise disposal/recycling depending on the case.
- Return shipping: Covered by us for approved defective/damaged/incorrect cases (pre‑authorization required).
- Return authorization required: Do not ship any item back until we authorize the return in writing (email). Unauthorized returns may be refused.
- Refund method and timing: Refunds are issued to the original payment method (e.g., credit card, PayPal). Posting times depend on your payment provider and may vary.
C. Order changes/cancellations
- Made‑to‑order items enter production quickly. If you need to cancel or change an order, contact us as soon as possible (ideally within 12 hours). We’ll try to help, but changes may not be possible after production starts.
D. Color and sizing disclaimer
- Display colors vary by device and settings; minor variations are not defects. For apparel, please check the size guides on the product page.
E. How to contact us
- Email: contact@floatingworldart.com
- Response time: within 7 calendar days (JST)
- Location: Bunkyo‑ku, Tokyo, Japan
F. Statutory rights
- This Policy does not limit any rights you may have under applicable consumer protection laws or other mandatory legal provisions.
Additional notes
- We will provide return instructions (address, method, and packing requirements) once your request is approved. We may require a tracked shipping method.
- If a returned item is received in a materially different condition than instructed (excessive wear, stains, missing parts), we may decline the replacement/refund.
- If a replacement is unavailable, we will process a refund instead.
- For marketplace orders, the platform’s terms and policies govern and take precedence for that order.