We have launched our return and exchange service and delivery tracking service.
To allow our customers to enjoy shopping with peace of mind, we have launched a new return and exchange service and delivery tracking service!
This makes it easier and faster to return or exchange an item if you need to, for example, because the size doesn't fit, and it also means you can check the delivery status of your item in real time.
🔔Return and Exchange Service Overview
Previously, if you wanted to return an item because the size didn't fit, you had to contact customer support, and they only offered refunds and no exchanges. This meant that customers had to return the item and then purchase it again, and inquiries were only accepted during the call center's business hours.
The new service has the following changes:
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24-Hour Returns and Exchange CentreIf the size doesn't fit, you can submit a request through our Returns and Exchange Centre 24 hours a day.
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Rapid Replacement Response: Once we receive your returned item, we will inspect it promptly and send out a replacement. This means we can now deliver the size you need in a shorter time than before.
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Convenient Return Procedures For returns , you can use cash-on-delivery services such as post offices, distribution centers, and convenience stores, and we also offer a collection service by Sagawa Express, so you can easily complete the return process from the comfort of your own home.
⛳About order cancellation
If you wish to cancel your order, please go through our newly established " Returns and Exchange Center ."
However, please note that cancellations will not be accepted if the following conditions are met:
- If your order is being prepared for shipment or has already been shipped
If you contact us through the regular inquiry desk instead of the above return and exchange center , there may be a delay in our response if it is outside of the customer center's business hours. If the product has already been prepared for shipping or shipped by the time we check on the next business day, we will not be able to accept your cancellation, so be sure to use the return reception center.
❌Conditions that are not eligible for return or exchange
Please note that we cannot accept returns or exchanges for the following items:
- Purchases made at any store other than our official online store (including store purchases)
- Sale items, outlet items, lucky bag items
- If the return deadline has passed
- If you have not requested a return or exchange in advance
- If the tag, packaging, gift item, button, or other accessories are damaged or missing
- Products that have been altered (such as hemming)
- Used products (excluding those that have only been tried on)
- Washed products
- Products that have been damaged or soiled by the customer (including those with animal hair, dust, etc.)
- Products with odor
- If you have made excessive returns or exchanges
- Items purchased through fraudulent means
- If you wish to exchange 10 or more items with the same product number
- Any other case in which we deem it inappropriate
If you return a product without contacting us in advance, we will not be able to contact you. Please be sure to complete the procedure through the Returns and Exchanges Center .
🚚Shipping Tracking Service Overview
With the newly introduced delivery tracking service, it is possible to check the shipping status of products in real time and notify and display the expected delivery date. This will eliminate the anxiety of "not knowing when it will arrive" and provide an easier service for customers to receive their items.
You will receive notifications whenever the delivery status is updated, and you can always check the expected delivery date on the delivery tracking page. We also include a " delivery tracking " link in the shipping email, so you can easily check the delivery status.
🎊Benefits for customers
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24-hour return and exchange requests can be processed at any time that suits you.
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Prompt dispatch of replacement goods Once we have inspected the returned item, we will dispatch a replacement item immediately.
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Real-time delivery status checks You can always keep track of your delivery status, making it easier to plan collection.
We will continue to strive to improve our services to improve customer convenience. Thank you for your continued patronage.
