Issues & Replacements
Because BACH is a small independent brand, all sales are final at the moment. We can’t offer refunds for "change of mind" or sizing issues because complex international shipping.
But If Something is Wrong (Defects)...
We personally check every cap before it leaves Japan, but in a rare case of a genuine manufacturing error(like a broken clasp or a tear), we want to make it right.
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Manufacturing Defects: If there is a genuine error (like a broken clasp or a tear), we will make it right.
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Crushed in Transit: We put a lot of effort into our handmade packaging, but international mail can be rough. If the box arrives destroyed and the cap inside is actually damaged or bent out of shape, treat it like a defect.
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Window:Let us know at info.bachjapshiit@gmail.com within 5 days of your delivery.
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Proof: The email must include multiple photos/ a 5-second video of the issue. along with your order number and the email address used at checkout.
The Guarantee
If your cap is defective, we’ll ship you a brand-new replacement for free.
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Keep the Original: Don't worry about shipping the damaged one back to Japan—it’s a waste of your time and your money.
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Sold Out?: If the cap is totally gone and I can't send a replacement, you can choose between a full refund or store credit ＋ free shipping for your next order.
Shipping Fees: If it’s our mistake (a defect), you pay nothing. we’ll cover the cost of the replacement and the shipping from Japan to your door.
Shipping & Delivery Issues
"My tracking hasn't moved / I think it’s lost."
Shipping from Tokyo to the West can sometimes hit a snag in customs. If your tracking hasn't updated in 14 business days, shoot us an email. We’ll open an investigation with Japan Post from our end to see what’s up.
"Tracking says 'Delivered' but I don't have it."
Once a package is marked as Delivered by your local carrier (like USPS or Royal Mail), it’s officially out of our hands. We cannot offer replacements for "porch piracy" or items stolen after a confirmed delivery. In this case, you’ll need to contact your local post office to file a claim.