Cancellation & Refunds
Last updated: 2026-04-21
No Find, No Fee
If we can't locate your item, you pay nothing. Full stop.
Cancelling before retrieval
You can cancel your case at any time before we pick the item up. If you've already paid, we'll issue a full refund.
Cancelling after retrieval
Once we have your item in hand, the location and retrieval service is considered performed — those fees are non-refundable. Shipping charges, if the item hasn't shipped yet, are fully refundable.
If something went wrong
If we made a mistake — wrong item, damage during our handling, failed delivery — email hello@foundintokyo.com. We'll make it right, including a refund of fees already paid if appropriate.
How refunds are issued
Refunds are processed through Stripe and returned to the original card used to pay. They typically appear on your statement within 5–10 business days, depending on your bank.