Below are some common questions of our customers regarding the ISEKAI store. For other categories, select the specific ones on the sidebar. If you have other questions not stated on this FAQ, don't hesitate to message us on Facebook or send an e-mail to

I received an incorrect or damaged item. What should I do?

Kindly refer to our Storewide Cancellation, Return, Exchange and Refund Policy for details on how to submit your claim.

I accidentally damaged/broke my item. What should I do?

Any actions by the customer resulting in damage to the item is the sole responsibility of the customer. Also, please note that we will not be held liable for any damages, accidental or not, if the item has been in the customer’s possession for more than 24 hours. This means the item will no longer be eligible for refund or replacement.

Kindly see our Storewide Cancellation, Return, Exchange and Refund Policy for more details.

I want to file a claim for cancellation, return, exchange or refund. What steps should I take?

First and foremost, before filing a claim, make sure that you have met all conditions with regards to the claim to be submitted. Please revisit the Storewide Cancellation, Return, Exchange and Refund Policy page to review your claim.

If you are certain that you have met the conditions, please proceed to the inquiry form to log your claim. Please use the claim format on the before-mentioned link and send your claim. Further steps will be communicated by an ISEKAI representative as soon as the assessment has been completed.

Where can I receive my refund?

In case of refund and excess payments, ISEKAI will contact you via your provided contact information to ask you where to send the refund.