Free Shipping for Orders Over 160USD| Import Duties on Us
Please note that orders placed from 6/5/2023 11:00am - 6/8/2023 23:59 JST will be shipped after 6/9/2023 due to employee training. We apologize for any inconveniences caused.
We want you to be completely satisfied with your online purchase. If the delivered item is damaged, stained, or incorrect. we will replace it if a replacement is available, or refund your money if no replacement is available.
When you receive the item, please check the condition of the item immediately for any damage, stains or imperfections. In order for the return to be valid, you must notify us in advance of your intention to return the product.
In the unlikely event that the delivered products are damaged, stained, or incorrect, please notify our Customer Care Team. In the case of defective or damaged products, please attach multiple cuts of photos (both the product and packaging). Products with defects may be returned to us.
In order for your return to be valid YOU MUST NOTIFY US OF YOUR INTENT TO RETURN PRIOR TO SHIPPING THE ITEM BACK. Failure to do so will risk the items being lost and your return will not be accepted (parcels from customers that did not notify us will not be accepted and will be returned to you). 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.
- As a general rule, we do not accept returns or exchanges for customer reasons.
- Returns must be initiated within 7 days of receiving your order and items must be received by D&DEPARTMENT within 30 days from the date of purchase, barring any customs-related delays for returns from outside JAPAN.
- All returned items must be in their new and original condition: unused, unprocessed, unwashed, food in unopened packages and with tags attached.
- All accessories and items accompanied with items originally (such as cases, user manuals, spare parts and tags) must also be returned.
- It is necessary to share photos of the product(s) and the packaging condition (cushioning material, etc.).
- No returns or exchanges for discounted items are accepted.
- Returns that do not meet the above requirements will not be accepted.
- 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 store credit back, we won't deduct the original shipping costs. However, we reserve the right to not issue store credit for cancellations of items prior to shipment.
How to Return
- Initiate a Return
- Within 7 days of receiving your order, please send your Return request to customer service via firstname.lastname@example.org or live chat with the information set out below.
- Please provide customer service with your order number, details of the item you want to return and the reason for your return, and we will get back to you with return instructions.
- Package the Item(s)
- Pack your item(s) and original invoice into a bag or box.
- Select Shipping Method
- Please contact our customer support for the return shipping address and more information regarding the return procedure.
- On the airway bill please include your invoice number and note "Return shipment to JAPAN".
- Send return tracking number
Prepare a photo or scanned copy of the return invoice/receipt and the tracking number to email@example.com.
- Refund Process
- If you have an account, login here.
- You may choose to receive your refund in the original form of payment or as store credit.
- Once we receive the returned item(s), your refund will be initiated within 1-2 business days.
- Refunds in the original form of payment may take up to 10 business days to show up on your account due to varying processing times between payment providers. If you do not receive your refund after 10 business days, please contact customer service via firstname.lastname@example.org or live chat and they will gladly assist you.