Returns & Exchanges

🛠 Oops! Something’s Not Right

All items are carefully inspected before shipping. In the rare case that you receive a defective item or an item that differs from your order, please contact us at info@hachiko.hk — we’ll make it right for you 🫶🏻

Please include the following in your email:

• Your order number (found in your order confirmation email)
• Clear photo(s) showing the defective or incorrect item

Once your request is approved, we’ll process a return or exchange. For refunds, the amount will be issued back to your original payment method within 7 working days.

✨ Customized Items

As each custom item (e.g. embroidered caps with pet portraits) is made-to-order specially for you, we are unable to accept returns, exchanges, or cancellations once the order is confirmed.

Please ensure the photo you upload meets our image guidelines and is the version you’d like us to use. A preview will be provided for your approval before production begins.

We appreciate your understanding — every piece is uniquely made with care ❤️

🧵 Please Note

Each embroidery is individually crafted based on your submitted photo, and slight variations in color, placement, and stitching details may occur. These differences are part of the handmade charm and uniqueness of custom embroidery.

Product images and previews are for reference only — your final piece will be a one-of-a-kind creation inspired by your pet ✨