SHIPPING pOLICY

We proudly ship our products across India.

Every ITOKAWA order is carefully packed and prepared for dispatch to ensure it reaches you safely and securely.

Shipping is free across India. There are no additional shipping charges at checkout for standard delivery within India.

At ITOKAWA, every luxury piece is made-to-order and custom-crafted to ensure the highest standard of print quality and structural integrity.

ORDER PROCESSING & MANUFACTURING (HANDLING TIME) :

Because each sofa features bespoke artwork and print designs, our production and processing time is 7 to 10 business days from the date of order confirmation.

SHIPPING & DELIVERY (TRANSIT TIME) :

Once your custom piece is manufactured and passes quality control, it is dispatched via our courier partners. Standard transit time takes an additional 4 to 5 business days depending on your location in India.

TOTAL ESTIMATED DELIVERY TIME :

Please expect your order to arrive within 11 to 15 business days from the date of purchase.

Once your order has been dispatched, we will share your order tracking details with you via Email & Phone so that you can follow your shipment until it reaches you.

Please note that delivery timelines are estimates and may occasionally be affected by circumstances beyond our control, including courier delays, weather conditions, natural events, or other unforeseen logistical disruptions.

Orders placed before 2:00 PM IST will begin processing the same business day. Orders placed after 2:00 PM IST will begin processing the next business day. Business days are Monday through Saturday, excluding public holidays.

ORDER TRACKING :

Once Your Order Has Been Shipped, You Will Receive Tracking Information From Us via Email & Phone.

You can use the tracking details provided to monitor the progress of your shipment and stay updated on its estimated delivery.

If you have not received your tracking information after your order has been dispatched, please contact our support team and we will be happy to assist you.

 

RETURNS & REFUNDS

At ITOKAWA, our products are handcrafted with care and attention to detail. Each piece is created with a focus on its unique design, finish, and character.

Our products are also made to order, which means each piece is prepared specifically against an individual customer order.

Because of the made-to-order and handcrafted nature of our products, we do not accept returns or offer refunds for change of mind, incorrect product selection, customer preference, or other reasons unrelated to an approved damage or manufacturing-defect claim, except where otherwise required by applicable law.

QUALITY CHECKS BEFORE DISPATCH

Every ITOKAWA product undergoes a thorough quality inspection before it is carefully packed and dispatched.

We take great care to ensure that each product meets our quality standards and is in proper condition before leaving our production process.

Once a product has been dispatched, it is handled and transported by our logistics partners. While we take extensive care in packing and preparing every order for delivery, we recommend recording a complete unboxing video as an important precaution and as evidence of the product’s condition at the time of delivery.

The unboxing video helps us assess the condition of the package and product when it reaches you and enables us to review any damage or defect reported after delivery.

ORDER CANCELLATIONS

Cancellation requests can be made only before your order has been shipped.

Once an order has been dispatched, it can no longer be cancelled.

If you choose to cancel an order that has already been placed but has not yet been shipped, a 30% cancellation charge will be deducted from the total order value, and the remaining 70% will be refunded to you.

Once the product has been shipped, cancellation is no longer possible.

DAMAGED OR DEFECTIVE PRODUCTS

Every ITOKAWA product is carefully inspected and securely packed before being dispatched.

In the unlikely event that your product arrives damaged or with a manufacturing defect, please contact us as soon as possible after delivery.

Because our products are made to order, a clear and complete unboxing video is required for claims relating to damage or a defect that was present when the product was delivered.

The unboxing video should:

• Begin before the package is opened.
• Clearly show the condition of the outer packaging.
• Show the package being opened continuously.
• Clearly show the complete product and any visible damage or defect.
• Be recorded without interruption or editing where reasonably possible.

Please also provide clear photographs of the product and packaging, your order number, and a description of the issue.

If, after reviewing the information provided, the issue is determined to be genuine damage caused during transit or a genuine manufacturing defect, we will arrange for the affected product to be repaired. 

Because each piece is made to order, genuine damage or manufacturing-defect claims are assessed individually.

CLAIMS WITHOUT REQUIRED EVIDENCE

For any claim relating to damage or a defect that was present when the product was delivered, a complete unboxing video is required as evidence of the product’s condition at the time of delivery.

If the required unboxing video or other sufficient evidence is not provided, ITOKAWA will not be able to verify whether the reported issue existed at the time of delivery or occurred after the product was received. In the absence of sufficient evidence to establish that the issue was present at delivery, the claim will not qualify for repair under this policy.

We therefore strongly recommend that customers record and retain a complete, uninterrupted unboxing video from the moment the package is opened.

WHAT IS NOT CONSIDERED A DEFECT

Please note that minor variations in appearance, texture, print, colour, grain, or finish may occur due to the handcrafted nature of our products and the materials used.

Such variations are not considered defects where they are consistent with the characteristics of the materials, handcrafted production, or the product’s design.

NO CHANGE-OF-MIND RETURNS OR REFUNDS

Except where otherwise required by applicable law, we do not accept returns or provide refunds for:

• Change of mind.
• Incorrect product selection.
• Customer preference after the order has been placed.
• Normal variations in appearance, texture, print, colour, grain, or finish associated with handcrafted or made-to-order products.
• Damage caused after delivery through misuse, improper handling, installation, modification, or inadequate care.

INCORRECT SHIPPING INFORMATION

Please ensure that your shipping address, contact number, and other delivery details are accurate before placing your order.

ITOKAWA cannot be held responsible for delays or failed deliveries resulting from incorrect or incomplete information provided by the customer.

If you realize that you have entered incorrect shipping information, please contact us as soon as possible. We will do our best to assist you, but changes may not be possible once the order has been processed or shipped.

DELIVERY ATTEMPTS

Our courier partners may make multiple delivery attempts before returning an undelivered shipment to the sender.

Please ensure that someone is available to receive your order at the provided delivery address.

If an order is returned to us due to repeated failed delivery attempts, an incorrect address, or the recipient being unavailable, additional shipping charges may apply if a re-delivery is requested.

 

NEED HELP?

We’re here to help.

If you have any questions about your order, shipping, tracking, or our policies, please don’t hesitate to get in touch with us.

Phone : +917303911181

Email : hello@houseofitokawa.com

Thank you for choosing ITOKAWA.

We appreciate your trust in our work and look forward to bringing something extraordinary to your space.

ITOKAWA
Designed to be seen. Made to be remembered.