Return and Exchanges Policy
All costs in relation to costs of returns/exchange shall be borne by you. Please note that the shipping fee quoted on our website for purchases under the free shipping threshold is not a reference for the actual return costs. Our return services are normally cheaper than using your local postal service with no discount.
If your item doesn’t fit, if you simply don’t like it, or if you want a different colour, please use this link to place a return order. After submitting a return request, you will receive an email from us to follow up on the details of the item(s) you wish to exchange/return. Please note that each return request is for ONE item. One return request cannot contain multiple items because the shipping cost is calculated per the average weight of one product.
If your final purchase amount is below the free shipping threshold after returning a product, we will deduct the original shipping costs that would have been charged from the refund. However, if you choose to be refunded via reward points/store credit/a cash coupon, we won't deduct the original shipping costs.
Note: Customers in the following regions are requested to make a return arrangement with a local courier service themselves.
- Russia/East Europe, Middle East, Latin America
FOR A RETURN
- Step 1: We will prepare shipping documents (Airway Bill and Pro-forma Invoice) and send them to you via email. Please print them out and sign the invoice.
- Step 2: Call either FedEx or DHL depending on the return documents attached to our email and request a pick-up ( Find your FedEx or DHL Locations from the URLs below) https://www.fedex.com/locate/index.html or http://www.dhl.com/en/express/shipping/find_dhl_locations.html
- Step 3: FedEx or DHL driver will come for the pick-up. Please hand him the return package as well as shipping documents(Airway Bill and Pro-forma Invoice ).
- Step 4: Once the returned product reaches us, we will inspect the condition of the product and make a refund via the payment method you used.
FOR AN EXCHANGE
Same as above. Please return the product and place a new order for the right size.
We will make a refund when the returned product arrives in our warehouse and brand new condition is confirmed.
Please also note that we are not operating during weekends and holidays in Japan. As such, it may take several days before you receive the shipping documents depending on the timing of placing your order.
- The item must be unworn, unsoaked and still have tags on it. Hemmed products cannot be returned even in brand-new condition.
- We do not accept returned items if they have an odour or if there are foreign objects attached such as animal hair, other fibres, dust, etc.
- The item must be in the original packaging.
- No returns or exchanges for discounted items are accepted.
- Return requests must be made within 7 days after receiving the product.
- Items with any customization, including silk screening, printing, painting, stitching, hemming, or otherwise, and any made-to-order items cannot be cancelled, returned or exchanged. Please be extra careful about picking the right item, including size and customisation before ordering a customized or made-to-order item as they are excluded from returns and exchanges.
For any questions, please send an email to email@example.com with your full name and the order number.
ANY COSTS INCURRED (INCLUDING CUSTOMS DUTIES AND TAXES) AS A RESULT OF A FAILURE TO FOLLOW THE RETURN INSTRUCTIONS PROVIDED BY US VIA EMAIL OR HEREIN, SHALL BE DEDUCTED FROM THE REFUND OR CREDIT AMOUNT.