Refund & Return Policy

US Orders Ship Duties-Paid

US orders ship duties-paid. TIGEMI ships to the United States via DHL Express with duties and taxes handled by us where applicable — you will not be expected to pay duties or taxes at delivery. The price you see at checkout is the final price charged by TIGEMI.

If a package is refused at the door or returned to us due to an incorrect or incomplete address or repeated failed delivery attempts, we will refund the product price less our actual outbound and return carrier costs once the item is received and inspected.

Very rarely, customs or carrier processing may require additional review. If any delivery issue appears, contact us at contact@tigemi.com before refusing the package so we can help resolve it — we can almost always resolve the situation first.

1. Return Window

You have 30 days from the date of delivery to initiate a return. To be eligible:

• Items must be unused, unwashed, and in original condition;
• Items must be returned in their original packaging;
• You must have your order number or proof of purchase.

Handwoven items naturally show slight variations in color, pattern, and texture. These are signatures of authentic craftsmanship, not defects, and are not grounds for return.

2. Return Shipping Costs

We cover return shipping when the item arrived damaged or defective, or when we sent the wrong item. For all other returns, including change of mind, color, size, or preference, the customer is responsible for return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee receipt of returns without tracking.

3. Refund Process

Once we receive your returned item, our team will inspect it within 2–3 business days and notify you by email about the status of your refund.

Approved refunds are processed to your original payment method via our secure payment processor (Stripe). You can expect the funds to appear in your account within 5–14 business days, depending on your bank or card issuer.

Original shipping costs are non-refundable unless the return is due to our error.

4. Damaged or Defective Items

If your order arrives damaged or with a defect, please contact us within 7 days of delivery at contact@tigemi.com with:

• Your order number;
• A brief description of the issue;
• Clear photos of the damage or defect.

We will arrange a free replacement or full refund, including shipping, at no cost to you.

Please report visible damage or defects within 7 days of delivery so we can file a claim with the carrier and resolve it fastest. Your 30-day return window is unaffected.

5. Non-Returnable Items

The following items cannot be returned:

• Custom or personalized orders made specifically for you;
• Final sale items (clearly marked on the product page);
• Items that have been used, washed, or damaged by the customer;
• Gift cards.

6. Exchanges

We handle exchanges as a return and new order to ensure you get your replacement as quickly as possible. Simply:

• Initiate a return for the original item following the steps below;
• Place a new order for the replacement item on our website;
• Receive your refund for the original once we process the return.

7. How to Start a Return

Starting a return is easy. Just follow these steps:

1. Contact us at contact@tigemi.com with your order number and reason for return;
2. Wait for confirmation — we will respond within 1–2 business days with return instructions and the return address;
3. Ship the item back in its original packaging using a trackable shipping method;
4. Receive your refund once we inspect and approve your return.

Please do not send returns without contacting us first. Returns without prior approval may not be processed.

8. International Returns

While we primarily serve customers in the United States, we also ship to select countries worldwide. The same 30-day return window applies to international orders, but the customer is responsible for return shipping costs and any duties or taxes associated with returning items, unless the item was defective or incorrect. International refunds may take longer to process depending on your location and bank.

9. Late or Missing Refunds

If you have not received your refund after the expected timeframe:

• Check your bank account again;
• Contact your credit card company or bank, as it may take additional processing time;
• If you have done the above and still have not received your refund, please contact us at contact@tigemi.com.