Free Size Exchange. Click here for the policy.
Free express shipping worldwide for orders above JPY15,000

FAQ

1. Can I pay with PayPal?

Yes, and PayPal will convert payments on our site to your local currency. Your credit card will also convert payments to your local currency at the current JPY exchange rate.

2. What is your return/exchange policy?

The item must be unworn, unsoaked, with the tags still on. Hemmed products or special personalized products (such as custom silkscreened jeans) cannot be returned even in brandnew condition.

3. Can I return the item if I don’t like it? Is there a restocking fee?

You can return any item as long as it is unworn, unsoaked and the tags are still on. Hemmed products or special personalized products (such as custom silkscreened jeans) cannot be returned even in brandnew condition.

If you’re ready to make a return, please go to http://www.denimio.com/return-request-simple.html and follow the instructions therein.

There is no restocking fee, but note that you are responsible for the cost of shipping back items you are returning. The cost of shipping will be charged to you per item through our usual online check out system when you go through our return process at http://www.denimio.com/return-request-simple.html. We use our current discounts with major courier companies to make this return shipping cost as low as possible for you.

Once you receive our email confirmation with the shipping documentation, you can simply call your local FedEx to arrange for a pickup of the item or otherwise find the closest FedEx office to you and drop off the item and documentation.

IMPORTANT NOTE ON RETURNS OF MONEY (NOT STORE CREDIT): Since our free shipping policy applies to purchases of JPY15,000 or above, if you are returning an item that brings your original order total below the JPY15,000 threshold, free shipping no longer applies to that order and the original shipping cost of the order will be deducted from the total amount of money being returned. You may avoid this issue by choosing to accept Reward points (store credit) instead of money back when returning. This is something you have to make a choice on when completing the return process at http://www.denimio.com/return-request-simple.html.

4. Can I silkscreen non-Momotaro jeans?

Silkscreening jeans is a custom process that can only be done in the Momotaro factory, where the jeans are sent to silkscreen. Because they are customized to your liking, they cannot be returned. Silkscreening will take between two and three weeks to complete.

5. What is your shipping policy?

We are proud to offer free worldwide shipping on orders of JPY15,000 or above (approximately USD140).

We use world-class courier companies like EMS and FedEx to ship products.

6. How long will it take to receive my order?

Once the item is picked up by FedEx or EMS at our warehouse it normally it takes 2-3 days for the order to reach most East Asian countries and North America, and 3-4 days for other parts of the world. If the order was placed over a weekend, it will be processed the next business day, so it may take 1-2 more days to reach you.

Note that some items need to reach our dispatch location from various places in Japan, which may add 2-3 days to the order processing time. We nonetheless strive to get your products to you as soon as possible, and most customers will receive in-stock items within one week. 

For pre-order items may take longer to ship and depend completely on when the manufacturer (brand) finalizes the production of the item. If you want to find out what the estimated timing on a specific pre-order is, please send us an email at support@denimio.com.  

7. Can you help me with customs in my country?

As soon as the item leaves our offices, it belongs to the customer who paid for it. Customs policies vary from country to country and customers are solely responsible for importing the item into the country it was shipped to and any customs, duties, and taxes incurred as a result of the importation. Since you as our customer are solely responsible for the importation of items bought at our website, we allow you to control the information that goes in the shipping document for your item at checkout. Changing this information is optional and you are solely responsible for any information you provide.

For more information see our Terms and Conditions

8. What if my item didn’t fit? Can I exchange it?

Yes, absolutely. You can exchange it as long as your size is in stock. If your size is not in stock you can wait for a restock (which can take up to several months, depending on the manufacturer’s production schedule) or simply return the product to us for a refund or store credit (see question 3 above for more information on returns/exchanges).

With returns or exchanges there is no restocking fee, but note that you are responsible for the cost of shipping back items you are returning. The cost of shipping will be charged to you per item through our usual online check out system when you go through our return process at http://www.denimio.com/return-request-simple.html. We use our current discounts with major courier companies to make this return shipping cost as low as possible for you.

9. Can I order something not on Denimio if it is a brand you carry?

If it is a brand we carry, do not hesitate to contact us. We may be able to get it for you. Again, this is dependent on manufacturer production schedule and inventory availability. Please send us an email at support@denimio.com with your specific request.

10. Can I order items that are out of stock?

Yes, contact us and we will contact the manufacturer. There may be a production delay but we will do our best to work with you on getting that item. Please send us an email at support@denimio.com with your specific request.

11. Do I receive a tracking number upon placing my order?

Yes, we will forward you a tracking number once the package is received by the carrier.

12. How do I know these jeans are not fake?

All items we sell are 100% guaranteed to be brand new and authentic. We are an official, authorized seller of Japanese denim brands and receive products directly from manufacturers. In the rare instances when we don’t receive them directly (e.g., proxy items), we get them from other official, authorized sellers that we are familiar with and know to be authentic. We have very long-standing relationships with brands we sell and the denim industry in Japan, so selling counterfeits is not an option for us. In addition, the making and selling of counterfeit products is tightly regulated and a serious crime in Japan, therefore you find no production nor supply for such products in Japan.

13. What are non-wash and one-wash?

The difference is only whether the jeans were pre-shrunk through a one-time rinse. For any given size of a pair of jeans the one-wash and non-wash versions are basically the same: made with the exact same mold and amount of fabric. After wear and washes they end up quite similar.

Non-wash = unsanforized loomstate which will shrink by 1-2 inches, depending on the denim.

Advantages: denim will “shrink to fit” and better morph to your body with the first soak, especially if you soak it while wearing it!

Disadvantages:  Difficult to judge sizing due to the shrink if you’re unfamiliar with raw denim. After the first soak it can appear to be very tight but denim will stretch with time and end up largely the same as the one-wash in terms of size.

One-wash = unsanforized, rinsed denim, which will not shrink significantly.

Advantages: Much easier to get the right size. You can look at the size chart on our website and should not expect much change even after washing. Jeans will stretch a bit with wear, like all denim does. Great for first-time raw denim buyers or for those who are too unsure about sizing non-wash denim.

Disadvantages: You don’t get the whole “shrink to fit” experience. Some believe that they get better jean evolution (fades) if they do their own first soak.

14. How do I use reward points?

At the time of checkout you you can select to use your reward points under “Payment Method.” You can specify how many points you would like to put towards your order. Reward points are as good as cash on our website!

15. How can I earn reward points?

Five percent of the value of any order you place on our website gets added to your account as reward points for future purchases. One point equals one Japanese Yen.

16. How can I get a coupon?

From time to time we’ll have contests or opportunities to contribute content (e.g., photos, reviews, etc.) or complete surveys with feedback for which we will in return gift or raffle coupons. If you want to stay up to date on any of these opportunities, please subscribe to our newsletter by providing us with your email at the bottom right had corner of this page.

17. Do you charge Japanese consumption tax?

If the shipping address is outside of Japan we do not charge consumption tax. If it is inside Japan, we do.

 

Our Brand

What our customers think about our support