Returns and Exchanges
The product I received was defective
If you receive a defective item, we will only accept returns or exchanges if you contact us within 7 days of receiving the item.
Please contact us using the inquiry form and we will guide you through the process.
We will cover the shipping costs for the return.
We use frozen delivery to prevent the contents from spilling due to shaking during delivery, but there are still very rare cases where liquid does leak.
Just to be on the safe side, when your package arrives, please open the cardboard box in front of the driver to make sure there are no air bubbles and check together with him/her.
In the unlikely event that there is a defect such as leakage, please refuse to accept the product.
In that case, we would appreciate it if you could contact us using the inquiry form. We will refund or exchange the product according to your request.
(However, if the product is out of stock, we will refund your money.)
Please note that the return will be processed as a result of customer's convenience and you may be required to pay the shipping fee and administrative fee (※1).
(※1) The administrative fee is 550 yen (tax included) per item.
In case of return due to customer's convenience
In our online shop, we accept returns for reasons such as "the product was different from what I expected" only for products that are marked as "returnable." Please contact us within 7 days of receiving the product. Please note that we do not accept exchanges for the above reasons.
Please note that in the case of returns or exchanges due to customer reasons, shipping fees and administrative fees (※1) will be charged to you.
Please note that the following items cannot be returned or exchanged:
- Food and hygiene products
- Lucky bags, fun bags, sale items
- Products that state "No returns" on the product page
- Products priced at less than 1,100 yen (tax included)
- Regardless of whether it is opened or unopened, products that have been in stock for more than 8 days including the day of arrival
- Products with tags, price tags, labels, etc. removed
- Products whose packaging (bags, boxes, etc.) has been lost or damaged
- The product you used
- Products that have become smelly, dirty, scratched, or otherwise defective while in the customer's possession
- Products purchased outside our online store
*If the product is defective, we will exchange it for the same product only if we have stock. If there is no stock available for exchange, we will refund your money.
*Please note that if you return the product to an address other than the one provided, you may be required to pay shipping fees, administrative fees (※1), and moving shipping fees (transfer fees), etc.
*Please note that we may ask you to provide an image of the defective part in order to confirm and inspect the product.
(※1) The administrative fee is 550 yen (tax included) per item.
Notes on returns
Please return items in the same condition as they were delivered, wherever possible.
Please note that we will not accept returns if the item is returned in poor condition.
- In the case of returns due to personal reasons, the customer will be responsible for all shipping costs from our warehouse, return shipping costs, bank transfer fees for refunds (a flat rate of 550 yen (tax included)), cash on delivery fees, etc.
- If you return the product for reasons of your own convenience and pay for the shipping charges, we will refund you the full amount minus a flat rate of 2,200 yen (tax included).
- When returning the product, please be sure to use a method that leaves a delivery record (such as courier service, Yu-Pack, or Expack). Please keep a copy of the delivery slip in a safe place.
- Please refrain from returning items by regular mail or courier service.
- We are not responsible for any accidents or problems such as damage or loss during return shipping.
- Product returns are limited to one per order number.
If you return the item with cash on delivery
If you return the product for reasons of your own convenience and pay for the shipping charges yourself, we will refund you the full amount minus a flat rate of 2,200 yen (tax included).
Please note that in the unlikely event that the refund amount becomes less than 1 yen due to the deduction of 2,200 yen (tax included), we will not be able to refund you.
Exchange of products
Our online shop does not accept exchanges for reasons of customer convenience.
If you would like a different scent, color, or size than the one you ordered, please place a new order for the product you want.
About the cooling off period
Since online shopping is considered mail order sales as defined by the Specified Commercial Transactions Act, cancellation by cooling off is not possible.
In addition, returns are only possible for products that are marked as "returnable" on the product details screen.