Step 1: Log in to the Portal Here
- Enter your order number and email address on the portal landing page.
- The returns fee of 1,650 Yen will be deducted from your refund amount
Step 2: Select Items to Return
- Review all items from your order displayed on the screen.
- Each item will show product details and the return deadline.
- Select the item(s) you wish to return.
- Provide a reason for each item you are returning (the list of reasons is set by the retailer).
Step 3: Choose Return Method and Location
- If multiple return methods are available in your country, select your preferred option (e.g., drop-off, pick-up).
- For drop-off returns, your postcode will be auto filled to show nearby drop-off locations on a map or list.
- You can enter a different postcode to search other areas.
Select your preferred drop-off location.
Step 4: Get Return Instructions and Label
- After selecting the drop-off location, you will see instructions on how to drop off your return and the address of the location.
- An email will be sent to you with the return label attached.
Step 5: Prepare and Send Your Return
- Print the return label from your email.
- Attach the label to your parcel.
- Drop off the parcel at your selected location.
Return within 28 days. Refunds can take up to 21 days to be processed.
Frequently Asked Questions
Can I track my return or resend my label?
- Yes. Log back into the portal with your order number and email address.
- You can check the status of your return, initiate a new return for the same order, or resend the return label to your email.
- To track your return, select the tracking details option to view the progress of your parcel.
What if I want to return another item from the same order later?
- Log in to the portal again with your order details.
- Select the additional item(s) to return and follow the same steps as above.
What if I have issues with my return label or need help?
- If your label fails to generate or you need it resent, you can use the portal to resend it to your email.
- For further assistance, contact our customer service team.
Example Scenario
You ordered three items. You want to return one now and another later. First, log in, select the first item, and complete the return steps. Later, log in again, select the second item, and repeat the process. You can track both returns and resend labels as needed.
Eligibility for a Full Refund
- You can return any unworn items (in their original, resalable condition) within 28 days of receiving your order for a full refund.
- If an item is not returned within the specified time, we reserve the right to retain the item(s), not issue a refund at all, or refund only the current or last selling price.
Non-Returnable Items and Special Conditions
- This policy does not affect your legal rights regarding the return of faulty items.
Cosmetics, toiletries, and certain items of jewelry can only be returned if they are faulty. - If a product has a security sticker warning that it cannot be returned once the sticker is removed, a refund will not be given if the seal is broken, except in accordance with your legal rights.
Exchanges
- We apologise, but we do not offer an exchange service.
- If an item is unsuitable (e.g., wrong size or color), please simply return the item to us for a full refund as per our 'Returns Policy,' and then place a new order for the item(s) you want.
Key Tips
- Always use the email address and order number from your original purchase.
- Check your email (including spam/junk folders) for the return label.
- If you have trouble, use the portal’s resend label feature or contact customer service.