Refund policy

Cancellations, returns and exchanges

(1) As a general rule, we do not accept returns or exchanges for reasons of customer convenience. A return or exchange is available if an item is defective or an item different from the one ordered is delivered.

(2) Notwithstanding the preceding paragraph, cancellations, returns and exchanges cannot be accepted in any of the following cases:

  • You did not contact us within 7 days after the item arrived. Even for a defect, we may decline assistance if you do not contact us within 7 days.
  • The item is identified on its product page as non-returnable, including sale items, items offered at web-only prices, items subject to set discounts, items purchased with a coupon, outlet items, underwear, socks and other hygiene products that touch the skin.
  • Accessories or the sales tag have been detached from the item.
  • The item was sent back without a return request made within 7 days after arrival.
  • The item has been used.
  • The item has been altered, washed or cleaned.
  • The item acquired an odor, stains or scratches while in the customer’s possession.
  • The warranty certificate or product tag has been lost.
  • The packaging, including a bag or box, has been lost or damaged.
  • The item was purchased through another e-commerce site.

(3) For returns or exchanges due to a defective item or delivery of an item different from the one ordered, we will bear the return shipping cost. For returns for reasons of customer convenience, the customer must bear the return shipping cost.

(4) We will begin the refund procedure after confirming receipt of the returned item. After processing, a refund to the card used should be completed in approximately 5–10 business days. The actual timing varies by card issuer. Depending on the issuer’s closing date, the charge may first be collected; in that case, the card issuer will issue the refund or deduct it from the amount due by the following month or the month after that.

Credit-card payments

The refund date varies according to the closing date of the card issuer selected by the customer. Even after we complete the return procedure, the charge may appear once in the usual way. In that case, the refund will be applied to a billing statement from the following month onward.

Cash on delivery / paid convenience-store deferred payment

After the returned item arrives and we confirm it, we will send an email explaining how to receive the refund in approximately 1–2 weeks. Please then follow the instructions in that email. The refund will be made by bank transfer to the customer’s account and may take approximately 2 weeks from completion of the refund procedure.