Before enquiries

Regarding inquiries

  • In principle, we will respond to your questions one after another within 5 business days. Any inquiries received on weekends, holidays, Golden Week, New Year's holidays, or on designated holidays by our company will be confirmed one after the next business day.
  • Our responses will be sent to individual customers who have enquired. Please do not share all or part of the answer with others, or repost or post them in a place where unspecified large numbers of people can view them on social media.
  • Please note that inquiries will be answered in Japanese only.
    Inquiry and Customer Service are provided only in Japanese language.
  • For inquiries regarding our online shop, please contact usEach shopPlease feel free to contact us.

Initial defect replacement guidelines

If you have confirmed a defect in the product you purchased, we apologize for the inconvenience, but please contact us using the initial defect reception form within 7 days of purchase and arrival.

Things to check before enquiries

  • Please prepare an image that will confirm defects in the product.
  • If the product is dirty, try wipe it off with a cloth that has been wet and wrung out tightly. Slight stains that can be removed by wiping are not eligible for replacement.
    If it does not come off even after wiping, please state this when you contact us.
  • If the product parts are missing or damaged, only the relevant parts may be shipped.

Cases where returns and exchanges are not accepted

  • Returns and exchanges due to customer convenience
  • If you contact us after the product has been purchased or received, please contact us within 7 days.
  • If the item is returned without prior notice
  • If scratches or damage occurs after the customer uses the product
  • Requests for returns and exchanges from someone other than the buyer
  • If you purchase from an auction site or other source of the product
  • Due to manufacturing specifications and individual differences
  • Uneven paint, minor scratches, scuffs, sewing, etc. that are difficult to avoid due to the manufacturing process
  • If there are any creases, scratches, or dirt on the outer bag, box, or product tag, and there is no problem with the product itself.
  • In addition, if no defect is found in accordance with our regulations

Replacement notes

  • If you send the product without prior notice, we will not be able to provide exchanges or refunds.
  • Good products will only be shipped within Japan. Please note that we cannot ship to countries other than Japan.
  • Please note that even if you have enquiries within 7 days of purchasing or receiving the product, if we are unable to provide a replacement product, such as a sold-out product, we may refund you.