Defective or Damaged Items

If your item arrives damaged, soiled, malfunctioning, or is an incorrect item, please contact our customer support within 5 business days of delivery, with the item unused. Please include a clear description of the issue.

Items Not Eligible for Return or Exchange

The following items cannot be returned, exchanged, or cancelled

• Items reported more than 5 business days after delivery
• Used items
• Items with damaged or missing packaging or accessories (for non-defect returns)
• Orders where the recipient differs from the orderer (for non-defect returns)
• Pre-order items
• Earrings (for hygiene reasons)
• Sale items, or orders placed using coupons or campaign discounts
• Orders returned due to extended absence, refusal of delivery, failure to request redelivery, or storage period expiry

Customer-Reason Returns (not accepted)

• Customer selected the wrong item
• Wrong order placed, incorrect size, or item differs from expectation
• Subjective dissatisfaction (e.g. "don't like it")
• Damage or defects caused by the customer after delivery
• Items returned without prior email contact

Incomplete address at the time of ordering (missing apartment number, incorrect address), extended absence, or unregistered change of address resulting in a returned parcel will also be treated as customer responsibility. Re-shipping costs will be borne by the customer. The original shipping fee paid at checkout is non-refundable.

How to Return or Exchange

1. Contact us within 5 business days of receiving your order via our contact form.

2. After reviewing your inquiry, we will send you instructions for the return or exchange process by email.

3. Return the item in its original condition, including all inner packaging and accessories.

4. Use appropriate packaging to ensure the item is protected from damage during transit.

5. Ship using a tracked postal or courier service.

• Returns sent via untracked methods may result in delays or failure to process your refund.
• Damage found upon arrival that was not reported in advance cannot be accepted for exchange, return, or refund.
• Our return address differs from the logistics centre address on your shipping label. Sending to the wrong address may cause delays or the parcel being returned to you.
• Please retain your tracking number. We may need to confirm your carrier and tracking details at a later date. Items returned without prior contact may not be accepted or processed.
• Return shipping is prepaid by the customer (any carrier accepted). We cannot accept liability for items lost when sent via untracked or uninsured services. Return shipping reimbursement is capped at ¥500 (tax included).
• Once your return arrives, our QA team will inspect the item and notify you of our decision within 3 business days.

Refund Policy

• Refund eligibility and method depend on item condition, timeframe, and payment method.
• If the return is due to our error, we will cover the return shipping cost. For customer-reason returns, shipping costs are borne by the customer. The original shipping fee paid at checkout is non-refundable, as the delivery service is considered rendered upon successful shipment.
• Please use a tracked shipping service for your return and retain the receipt until your refund is fully processed.
• Refunds are initiated only after the item has been received and confirmed as a fault on our part.
• Refund processing takes up to 10 business days. A confirmation email will be sent upon completion. Amounts paid using coupons, points, or sale discounts are excluded from refunds. Payment processing fees are also non-refundable.

International Orders — Returns, Shipping & Duties

Please note the following for returns on international orders.

• All return shipping costs, customs duties, import taxes, and handling fees are the customer's responsibility, regardless of the reason for return.
• Please clearly mark the parcel "Returned Item" and use a trackable international carrier.
• If customs duties or COD charges arise upon receipt, we reserve the right to deduct these from your refund amount or to refuse the delivery.
• We cannot accept responsibility for loss or delay during return transit.