Purchases
Can I change or cancel my order after purchasing?
You can change or cancel your order soon after placing it. If the order is being prepared for shipping, changes or cancellations might not be possible. Please contact customer service quickly if you need to make a change.
Is there a minimum purchase amount required?
There is no minimum purchase requirement. You can buy as little as one item at a time.
Is the stock status of products updated in real time?
Yes, our website's stock status is updated in real-time. You can only order items that are currently available.
Can I return or exchange an item if I am not satisfied?
We have a 14-day return policy, meaning you have 14 days from receipt to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at contact@brandstreettokyo.com . If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at contact@brandstreettokyo.com .
Exchanges
The fastest way to ensure you get what you want is to return the item you have, then make a separate purchase for the new item.
Exceptions / Non-Returnable Items
Unfortunately, we cannot accept returns on sale items or gift cards.
Please get in touch if you have questions or concerns about your specific item.
How do I receive my refund for a returned item?
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, You'll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund, too.
Authenticity & Guarantee
How can I verify that my purchase is authentic?
Every item sold at Brand Street Tokyo undergoes a meticulous authenticity verification by our experienced in-house team of luxury specialists before listing. We ensure accuracy through a multi-step inspection process that combines expert visual assessment with advanced authentication technology.
Our specialized staff checks every detail—materials, stitching, logos, hardware, and overall construction—based on extensive practical experience with genuine luxury goods. When necessary, we also use "Entrupy," an AI authentication service that cross-references global brand databases to provide an additional layer of verification.
We take authenticity extremely seriously and apply the highest standards at every stage, so you can shop with confidence.
In the unlikely event that an item purchased from us is later proven to be non-authentic, we take full responsibility. If you submit documentation from a reliable third-party organization, such as an official appraisal or certificate of authenticity, we will promptly verify the claim and issue a full refund under our Authenticity Guarantee.
What qualifications and experience do your authenticators have?
All authenticity verifications are conducted by our professional in-house team. Each item is carefully checked by at least 7 experts to ensure high reliability and objectivity. Our team has undergone specialized training in luxury goods, has years of practical experience, and continually updates its knowledge to stay ahead of evolving counterfeiting techniques.
Do you issue a Certificate of Authenticity?
It depends on the item.
If the item already comes with an existing certificate of authenticity, we will include it with your shipment. However, we do not issue new certificates for every single item.
Please rest assured that every item is sold only after we have individually verified its authenticity, quality, and condition. The presence or absence of a certificate is clearly stated in the product description.
What should I do if I have doubts or questions about the authentication process?
Please feel free to contact us. We are transparent about our authentication process and will explain the details until you are satisfied. If necessary, we can also arrange for re-authentication (a double check) by a third-party organization.
Can I check the authenticity of the bag myself?
While expert authentication is the most reliable method, you can check the following points as a general reference:
- Accuracy of the logo
- Quality of the stitching
- Texture of the material
- Weight and finish of the metal hardware
However, counterfeit technology is becoming increasingly sophisticated each year, so we strongly recommend relying on expert authentication.
Shipping
Do you offer international shipping?
Yes, we offer international shipping.
What if a product is damaged during shipping?
If your package appears damaged upon delivery, please take clear photos of both the package and the item right away and contact us.
We will guide you through the DHL claim process, as the claim must be filed by the recipient. Please rest assured that we will fully support you throughout the process.
Once the claim with DHL has been completed, we will proceed with a suitable resolution, such as a return or refund, depending on the situation.
When will my order be shipped?
Orders are shipped within one business day of receiving them. The shipping schedule is based on the Japanese calendar.
• United States: 1 to 4 days after dispatch (2 to 5 days after payment)
• Australia: 2 to 5 days after dispatch (3 to 6 days after payment)
• Canada: 2 to 6 days after dispatch (3 to 7 days after payment)
• Denmark/Germany/Netherlands: 2 to 6 days after dispatch (3 to 7 days after payment)
• United Kingdom/France/Italy: 3 to 6 days after dispatch (4 to 7 days after payment)
Please note that delivery times may be affected by factors such as weather, natural disasters, customs inspections, and carrier issues. We cannot be held responsible for delays due to these reasons.
Orders placed after 7 AM PST from Monday to Thursday are processed the next business day. Orders made after 7 AM PST on Fridays are processed on the following Monday. We do not ship on weekends or Japanese holidays.
Is there a shipping fee?
＜United States (U.S.)＞
Basic shipping is free. In most cases, import duties, customs fees, and VAT are also covered by us, so you can shop with confidence without unexpected charges upon delivery.
However, additional fees may apply depending on your country’s customs regulations or order conditions.
＜All Other Countries＞
Basic shipping is free.
Please note that customs duties, VAT, and other import taxes may apply depending on your country and are the responsibility of the customer.
Will I need to pay customs duties / VAT ?
Customs duty amounts vary depending on the regulations of the destination country. We strictly adhere to all laws and declare customs with the exact amount and a detailed description of the contents.
Please note that we cannot declare a value lower than the actual sales price.
Additionally, if you refuse to accept a package, please be aware that any refund will have the cost of original shipping, return shipping, customs duties, and other related fees deducted from the total amount.
Payments
Can I use a discount or promotional code when paying?
Yes, you can use a valid promo code or discount voucher at checkout for a price reduction on your purchase.
How are payments made safe?
We protect your payment information with top-level technology, ensuring a secure shopping experience.
What payment methods do you accept?
We accept the following payment methods:
- American Express
- Visa
- MasterCard
- JCB
- Diners
- Discover
- PayPal
- Apple Pay
- Google Pay
- Bancontact
- iDEAL
- Shop Pay
- Gift Cards
Our Items
Where do you source your products?
We source only from strictly selected suppliers, including members of the AACD (Association Against Counterfeit Product Distribution). We also procure from professional markets accessible only to licensed dealers, ensuring high quality and guaranteed authenticity.
What are your standards for condition grading? How should I understand the rankings?
All items are pre-cleaned and in wearable condition. To guarantee quality, authenticity, and accurate condition reporting, we carefully inspect every single item. Products are classified into one of the following condition ranks:
Ranks: S / SA / A / AB / B / BC / C / CD / D
Rank S: New
New and unused items. Maintains the original condition and includes all accessories such as tags, boxes, and dust bags/pouches.
Rank SA: Like New (Mint)
Items that are like-new or have been used very little. Items that have only been tried on or show almost no signs of use. Excellent condition.
Rank A: Excellent
Items with slight signs of use.
- Apparel/Shoes: Light stains or very slight fading may be present.
- Bags/Accessories: Slight corner rubbing, minute scratches, or light signs of use on the interior may be present.
- Jewelry: Fine scratches may be present.
Overall, the item is in good shape and considered a beautiful condition piece.
Rank AB: Very Good
Items with usage falling between Rank A and Rank B.
- Bags/Small Goods: Corner rubbing, small scratches, or some signs of interior use may be visible.
- Apparel/Shoes: Light to moderate signs of use.
Usage is visible, but it does not affect normal use.
Rank B: Good (Used)
Items with moderate signs of use.
- Apparel/Shoes: Relatively distinct stains, wrinkles, or signs of wear.
- Bags/Accessories: Corner rubbing, moderate scratches, or interior wear may be visible.
- Jewelry: Moderate scratches or dents may be visible.
Rank BC: Fair
Items with heavier signs of use than Rank B.
- Corner rubbing, scratches, or stains may be conspicuous.
- Wear on the interior or metal hardware is clearly visible.
Rank C: Heavily Used
Items with strong signs of use.
- Apparel: Fraying, pilling, or missing decorations.
- Shoes: Discoloration or heavy scuffing.
- Bags/Accessories: Heavy corner rubbing, scratches, or strong signs of interior use.
Rank CD: Damaged / For Repair
In addition to Rank C usage, clear damage is visible in some areas.
- Hardware defects, tears, stains, or discoloration may be confirmed.
- Usage is possible, but a full understanding of the condition is necessary before purchase.
Rank D: Junk
Items with significant wear or damage are sold with the assumption that they need repair or maintenance.
- Major corner scuffing or discoloration.
- Broken hardware, holes, tears, or rips.
Returns based on condition are generally not accepted for this rank.
Note: Some items we sell come with original tags, boxes, dust bags, or authenticity cards. If accessories are included, they will be clearly listed in the product description.
Contact Us
When is the support team available?
Our customer support team is here to help seven days a week, during local business hours. You can contact us through our form or by emailing contact@brandstreettokyo.com
Shop Location
Can I visit a store to see the products in person?
We specialize in online sales. All purchases are conducted through our website, allowing access from anywhere worldwide. We do not have a physical store, and purchases can only be online.
Brand Street Tokyo Website Update
My past orders are not showing in my account. Where can I see them?
Brand Street Tokyo manages accounts and order history on two sites: BrandStreetTokyo.com and BrandStreetTokyo.shop. Orders placed on BrandStreetTokyo.com can be viewed from the “My Account” page on BrandStreetTokyo.com.Orders placed on BrandStreetTokyo.shop can be viewed from the “My Account” page on BrandStreetTokyo.shop.
If you are logged into a different site, please make sure you are logging into the same site you used for your purchase.
My wholesale coupon no longer works on BrandStreetTokyo.com.
As of May 27, 2026, wholesale discount coupons are only valid on our dedicated wholesale platform, BrandStreetTokyo.shop. They can no longer be applied on BrandStreetTokyo.com, which is reserved for retail customers. Please log in to BrandStreetTokyo.shop to place wholesale orders and apply your coupons.
