Overview
Our return window is 30 days from delivery. If 30 days have passed, we’re not able to offer a refund or exchange.
To be eligible for a return, your citizen must be unused and in its original packaging.
Gachapon refill capsules that have been opened, and custom or bulk orders placed through a quote, are not eligible for return unless the item arrived damaged or defective.
To complete your return, we require a receipt or proof of purchase (your order confirmation email works fine).
Damaged or defective items
If a citizen arrives damaged or defective, email us at hello@kumotown.com with a photo and your order number within 30 days of delivery, and we’ll send a replacement or refund — no need to ship anything back.
Refunds
Once your return is received and inspected, we’ll email you to confirm we’ve got it, and let you know whether the refund is approved.
If approved, your refund is processed back to your original payment method. Depending on your bank, it can take a few extra business days to show up on your statement.
Late or missing refunds
If it’s been a while and you still don’t see your refund, check your bank or card statement again first, since posting times vary. If it’s still missing after that, email hello@kumotown.com and we’ll look into it.
Shipping returns
To start a return, email hello@kumotown.com with your order number and we’ll send you the return address and next steps. You’re responsible for your own return shipping costs unless the item arrived damaged or defective.
Need help?
Contact us at hello@kumotown.com for any return question.