Refund policy

Die Sentai – Store Policy

Message from the Team

As an artist-owned brand, we appreciate your support!
For general updates, join our Instagram broadcast channel — that’s where we post important news, shipping notices, and production updates.

OVERVIEW

  • ALL SALES ARE FINAL.
  • Apparel is made to order unless otherwise stated in the product description.
  • Other items may need to be manufactured prior to shipping.
  • Lead times exclude shipping time.
  • We often ship sooner than estimated, but during high demand lead times may extend.
  • Updates on delays or changes will be posted in our Instagram broadcast channel.
  • This policy applies to all purchases made through diesentai.com or Die Sentai's "Shop" app.
  • Producing on demand prevents waste and ensures we only make what we sell.

FREE SHIPPING

Free shipping is offered during promotions when your order reaches the advertised minimum spend.

  • All free-shipping orders are shipped via USPS Ground Advantage.
  • Free shipping does not apply to international orders, U.S. territories, Alaska, Hawaii, or APO/FPO/DPO addresses.

LEAD TIMES

Lead times are estimates and may require additional time. Business days are Monday–Friday. Lead times start when we have received the goods necessary to begin fulfilling your order.

Delays due to suppliers, manufacturers, or carriers are outside our control. If a significant delay occurs, we will post updates on our Instagram broadcast channel.

SHIPPING

Domestic Shipping

Most domestic shipments arrive within 2–14 days after shipping, depending on the service used.

You will receive a shipping confirmation email with tracking once your order is packed.

Tracking updates may take time to appear after the carrier scans your package.

We ship via USPS or UPS unless otherwise specified.

International Shipping

  • Available worldwide.
  • Customs duty charges are the customer’s responsibility unless you reside in the UK, where VAT is collected at checkout.
  • Orders may face restrictions based on item type, weight, or size.
  • P.O. box delivery is available.
  • International shipments may be sent via USPS, UPS, or your preferred carrier upon request.
  • Import duties, taxes, or fees are the customer’s responsibility.

RETURNS & EXCHANGES

We accept returns only for defective or incorrect items reported within 5 calendar days of receipt.

To be eligible for a return:

  • Item must be in the same condition received — unworn/unused, with tags, and in original packaging.

  • Receipt or proof of purchase is required.

To start a return, contact support@diesentai.com. If approved, we’ll provide a return shipping label and instructions. Items returned without approval will not be accepted.

We do not accept returns on:

  • Made-to-order or custom items

  • Sale items or gift cards

  • Perishable goods, personal care items, hazardous materials, flammable liquids, or gases

  • Refunds for approved returns will be issued as store credit only after inspection.

RETURNED AND UNCLAIMED ORDERS

Incorrect or Incomplete Address

If an order is returned to us due to an incorrect or incomplete address provided at checkout, the customer will be responsible for the cost of re-shipment. Once the correct address is confirmed, we will issue an invoice for the new shipping label before the order is re-sent.

If we do not receive a claim within 14 days of confirmed return delivery to our facility, the order will be processed under our Unclaimed Order Policy below.

Unclaimed or Refused Packages

Packages that are unclaimed, refused, or not picked up from the courier may be returned to us. Orders returned due to refusal of delivery will be treated as unclaimed orders.

If an order is returned to our facility, the items will be restocked provided they are received in their original, unworn, and undamaged condition.

A digital gift card will be issued for the merchandise subtotal only (excluding original shipping costs and taxes), minus a 25% restocking fee.

International Orders & Customs Refusal

For international shipments, the customer is responsible for any customs duties, import taxes, VAT, brokerage fees, or other charges imposed by their country.

If a package is refused due to unpaid customs fees, abandoned at customs, or returned to us due to failure to pay import charges, the order will be treated as an unclaimed order and processed under the Unclaimed Order Policy above.

Original shipping costs are non-refundable. Any additional return shipping charges, customs penalties, or carrier fees incurred due to refusal may be deducted from the issued gift card.

Lost in Transit

If a package is confirmed lost in transit by the shipping carrier, we will file a claim with the carrier and offer either:

  • A replacement shipment (if inventory is available), or

  • Store credit (or e-gift card) equal to the merchandise subtotal.

If tracking shows delivery confirmation to the address provided at checkout, we are not responsible for stolen or missing packages. Customers are encouraged to contact the carrier directly to file a claim.

DAMAGED OR WRONG ITEMS

Inspect your order immediately upon receipt. If defective, damaged, or incorrect, contact us right away so we can make it right.

CHARGEBACK POLICY

By placing an order, you acknowledge and agree to our final sale and production policies for made-to-order and custom merchandise. Production begins shortly after an order is placed. Orders for made-to-order items cannot be canceled once production has started.

If you believe there has been an unauthorized transaction or billing error, please contact us immediately so we can assist in resolving the issue.

We reserve the right to dispute chargebacks that do not meet card network guidelines. In the event of a dispute, we may provide supporting documentation including:

  • Proof of order and acceptance of our terms

  • Production logs and/or supplier confirmations

  • Communication records

  • Shipping and delivery confirmation (if applicable)

Accounts associated with disputed chargebacks may be restricted from future purchases.

We are committed to resolving issues directly and encourage customers to contact us first for assistance.

HIGH-RISK ORDERS

Any order flagged as medium to high risk during checkout may require completion of a Credit Card Authorization Form.

If verification is not provided within 3 business days, the order will be cancelled and refunded.

CONTACT

Questions, concerns, or returns:
support@diesentai.com

Mailing address:
Hee Kim/Die Sentai
3183 Wilshire Blvd. Unit 196
Los Angeles, CA 90015