Q. What should I do if there is a problem with an item I received?
A. We take the utmost care in handling your items. However, in the unlikely event there is a problem with your order, we will respond according to the policy below.
1. If You Received the Wrong Item or an Item is Missing
This may be an error in our fulfillment process or an error from the original shop in Japan.
- Your Action: Please contact our customer support within 7 days of delivery with your order number and photos illustrating the situation.
- Our Response: After confirming the facts, if we determine it is our responsibility, we will handle the issue with a refund. Please note that we do not offer reshipment of items.
2. If an Item was Damaged or Lost During International Shipping
For items damaged or lost during international shipping, please be assured that we will investigate the situation and provide a refund in accordance with our policy.
- What We Ask of You:
- Claim Period:
- For damaged items: Within 7 days of the delivery date.
- For a lost package: Within 60 days of our shipping notification date.
- How to Contact Us: Please contact us via our Contact Form within the claim period.
- Required Evidence (for damaged items): To help us quickly verify the situation, we ask that you attach the following photos:
- A photo of the item showing the damage.
- A photo of the entire shipping box (exterior).
- A photo of the shipping label on the box.
- A photo showing the packing condition inside the box.
- [Important] Please Keep All Packaging: Until our investigation is complete, please keep all items, including the box and all original packaging materials.
- Claim Period:
- Our Response: After receiving your inquiry, we will review the details and, if the claim is approved, we will contact you with information about the refund process.
3. Cases Not Covered by Compensation
Please be aware that returns, refunds, or any other compensation will not be provided in the following cases:
- For your personal reasons (e.g., "Not what I imagined," "No longer needed").
- If the item is refused import, confiscated, or destroyed by your country's customs.
- If the package is returned to us due to an incorrect address you provided or your prolonged absence.
- For manufacturer warranties valid only in Japan.
- For returns under the EU Resident's Right of Withdrawal (note: while the return itself is possible, you are responsible for the return shipping cost).