Refund policy

  

We are generally unable to accept returns or refunds unless the product has an initial defect, was incorrectly shipped, or has a similar issue.

 

If the product has an initial defect such as damage, staining, malfunction, or incorrect shipment, please contact our customer support team within 5 business days of receiving the item, and the item must remain unused. Please be sure to provide an explanation so that we can understand the situation clearly.

 

Please note that except for the initial defects described above, we cannot accept returns or exchanges due to customer reasons such as ordering the wrong item or the item not matching your expectations.


  • If a replacement item is available, we will offer an exchange. However, our shop also carries many one-of-a-kind items, so if a replacement is not available, we will handle the matter as a return (refund).

  • Even if the product is defective or there was an error on our part, we may not be able to accept a return or exchange once the return period has passed. We kindly ask for your understanding.

 

■ We cannot accept cancellations, returns, or exchanges for items that fall under any of the following conditions. Thank you for your understanding in advance.

 

  • Items for which more than 5 business days have passed since delivery

  • Used items

  • Items where the product itself, packaging, or accessories are damaged or missing in cases other than product defects

  • If the purchaser and the recipient are different, returns or exchanges for reasons other than product defects

  • Pre-order items

  • Earrings (returns or exchanges are not accepted for hygiene reasons)

  • Cancellations, returns, or exchanges for sale items or items purchased using coupons or campaigns

  • Cases where the item is returned due to long-term absence, refusal of delivery, failure to request redelivery, or expiry of the storage period

 

* If you request an exchange for a defective item, we will provide an exchange as long as the item is in stock at the time we receive your inquiry. If the item is out of stock, we will provide a refund.

  

■ Items that cannot be canceled, returned, or exchanged for customer reasons

 

  • If the customer selected the wrong item

  • Reasons such as ordering the wrong item, wrong size, or the item not matching expectations

  • Subjective reasons such as simply not liking the item

  • If damage, stains, or other issues occurred while the item was in the customer’s possession

  • Items returned to us without prior contact by email

If an item is returned to our store due to an incorrect shipping address provided at the time of order (such as missing room number or incorrect street number), long-term absence, or failure to submit a forwarding notice after moving, it will also be treated as a customer-related reason.
If you would like the item to be re-shipped, you will be responsible for the re-shipping cost. Please note that the original shipping fee paid at the time of order is non-refundable, as the initial shipping service has already been provided, and cancellations or returns will not be accepted.

 

* If the returned item does not meet our store’s return conditions, we may return it to the customer by cash on delivery. Thank you for your understanding.
* We do not offer repair services.

 

■ Return and Exchange Procedure

 

  • Please be sure to contact us within 5 business days after receiving the item via our contact form.
  • After reviewing your inquiry, we will send you an email with instructions for the exchange procedure.

  • Please return the item in the same condition as delivered, including the inner pouch and accessories.

  • Please make sure the packaging is strong enough so that the item will not be damaged during transit.

  • Please be sure to return the item using a trackable postal service.

 

* If the item is returned by any other method, the refund may not be processed properly.

* If there is any damage upon arrival that was not reported in advance as part of the return reason, we may not be able to offer an exchange, return, or refund. Thank you for your understanding.

* Please note that the logistics center address shown on the shipping label of the delivered item is different from the address of our returns department. If the item is sent to the wrong address, this may cause delays or the package may not reach us and be returned to you.

* Please keep a record of your tracking number when returning the item. We may later ask you to confirm the shipping company and tracking number. Also, if the item is returned without prior notice, we may not be able to receive the item or process a refund or exchange. Please be sure to contact us in advance.

* Please send the returned item with shipping prepaid by the customer. Any shipping carrier may be used. If you choose a non-trackable or uninsured shipping method such as standard mail or non-standard mail, we cannot be responsible for any loss. In addition, reimbursement for return shipping costs is limited to a maximum of ¥500 (tax included).

* After the returned item arrives at our company, our QA engineer will inspect its condition. We will then make the final decision on eligibility and contact you within 3 business days.

 

■ Refunds

 

  • Whether a refund is available and the refund method may vary depending on the condition of the item, the time elapsed before the return or exchange, and the purchase method.

  • If the return or exchange is due to an issue on our side, we will bear the return shipping cost. On the other hand, if the reason is due to the customer, the shipping cost must be borne by the customer. Please also note that the original shipping fee paid at the time of order (from our store to the customer) is non-refundable because the shipping service is considered completed once delivery has been made.

  • Please return the item using a shipping method that provides a shipping receipt, and keep it until your refund has been completed.
  • Refund processing will begin only after we have received the item and confirmed that the return is due to an issue on our side.

  • Refund processing may normally take up to 10 business days. After the process is completed, we will send you a refund confirmation email. Please note that if coupons, points, or sale discounts were used, those amounts are not eligible for refund.
    In addition, any payment processing fees incurred at the time of purchase are non-refundable.

 

■ Returns, Shipping Fees, and Customs Duties for International Orders

 

Please note the following regarding returns and exchanges for international orders:

 

  • Regardless of the reason for the return, all shipping fees, customs duties, import taxes, customs clearance fees, and any other charges related to the return must be borne by the customer.

  • Please clearly mark the returned package as “Returned Item” and we strongly recommend using an international shipping carrier with tracking.
  • If customs duties, cash-on-delivery fees, or similar charges are incurred when we receive the returned item, we reserve the right to deduct them from the refund amount or refuse delivery.
  • We are not responsible for any loss or delay during return transit. Thank you for your understanding.

 

■ Relationship with the Terms

This policy forms part of the SMUK official online store Terms of Use, and by completing the purchase procedure, you are deemed to have agreed to the contents of this policy.

 

■ If you need support, please contact our Customer Care Team.