Returns & FAQ

Returns & Refunds (Merch + Digital Downloads) — Hisana Katana

Contact and support

For order help (recommended first contact): Please contact the shop support email shown on our Contact page. Orders are processed and fulfilled through Fourthwall, and their support team can resolve most order issues directly (shipping, delivery, damaged items, print issues, replacements, refunds).

For business/non-order inquiries: support@hisanakatana.com
If you contact us directly about an order issue, we may redirect you to the shop support channel so it can be handled properly.

Merch (made-to-order items)

Quality guarantee (replacements/refunds)

If there is a print error, visible quality issue, damage in transit, or you received the wrong item, we will help you get a replacement or refund, depending on the situation.

To get the fastest resolution, please include:

  • your order number

  • clear photos on a flat, well-lit surface

  • photos showing the issue clearly (and tag/label when relevant)

No general returns or size exchanges

Because merch is made to order, we do not accept returns, exchanges, or refunds for:

  • wrong size ordered

  • buyer’s remorse / changed mind

  • preference-based reasons (color expectation, fit preference, etc.)

Cancellations and order changes (merch)

If you want to cancel or change your merch order, use the link in your confirmation email before it goes to production.

Once an order has gone into production, it typically cannot be cancelled or changed. After delivery, you have 30 days to report eligible issues (damage/print defects/wrong item) for a resolution.

Digital downloads (album ZIP)

What’s included

Digital download products include:

  • 1 JPG (cover art)

  • 12 MP3 files (album tracks)

  • 5 JPG files (digital polaroids)

Digital refunds (30 days, only if not downloaded/accessed)

We are okay with digital refunds within 30 days of purchase only if the files were not downloaded/accessed.

If the files have been downloaded/accessed, the digital purchase is final.

Technical issues accessing your download

If you have trouble accessing the download, contact the shop support channel with your order number. We will troubleshoot and make sure you receive what you purchased. If the issue cannot be resolved and the files were not accessed, you may be eligible for a refund under the rule above.

Refund timing (when approved)

  • PayPal: refunds typically appear back in your PayPal balance within ~24 business hours.

  • Credit/Debit Card: refunds typically appear back in your bank account within 7–10 business days, depending on your bank.

Donations, tips, locked messages (if offered)

  • Donations and tips: non-refundable once processed.

  • Locked messages: non-refundable once processed. If you cannot access a locked message after purchase, contact support with your order number for troubleshooting.

International orders (merch)

International orders may be subject to import taxes, duties, and customs fees. These vary by country and cannot be calculated in advance. If assessed, you are responsible for paying them.

Merchant of Record

Orders are processed by our Merchant of Record and merchandising partner, Fourthwall, who handles checkout and most order-related support.