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 the following photos: the item(s) you received, the exterior of the shipping box, and the packing condition inside the box.
- Our Response: Once we confirm the situation from the required photos, we will resolve it with a refund (a full refund, or a recalculated amount excluding the affected item). Please note that we do not offer replacements or reshipment of items. If the required photos cannot be provided, we may be unable to accept the claim.
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.
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What We Ask of You:
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Claim Period:
- For damaged items: Within 7 days of the delivery date.
- For a lost package: Please contact us if your tracking shows no updates for an extended period (as a rough guide, about a month for postal/EMS shipments) so we can open an investigation with the carrier.
- How to Contact Us: Please contact us via our Contact Form within the claim period.
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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 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.
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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 due to your local import restrictions or unpaid duties/taxes.
- If the package is returned to us due to an incorrect address you provided or your prolonged absence.
- For manufacturer warranties (as a general rule, Japanese manufacturer warranties cannot be used overseas).
- For returns under the EEA Resident's Right of Withdrawal (note: within 14 days of receiving your order, the return itself is possible; you must return the item at your own shipping cost, and once the return is confirmed we refund the full amount you paid, including the original standard shipping cost).