Refund policy

【Refunds】

  • If the payment method is Visa/Mastercard/American Express/JCB/Apple Pay/Google /PayPal, a refund will be processed through the credit card company after the returned product arrives. Depending on the credit card company, the refund may appear on your statement one month after the initial charge.
  • If you have any questions about the refunded amount shown on your statement, please contact your credit card company directly.
  • Please note that it may take about a week to process the refund after the returned product arrives.
  • We are unable to accept claims for damages exceeding the product price, shipping costs, and COD fees.

 

--- Return and Refund Policy --- 【Return Rules】

  • All purchases can only be returned within 10 days (or 30 days for some products) of product arrival, if the product is unused and there is no loss or damage to the product's accessories (such as tags).
  • All products are shipped from Japan. Please return products to Japan for returns.
  • The return shipping cost to Japan is at the customer's expense.

【Return and Refund Policy and Procedure】

  1. If you wish to return a product, please send a request to info-mamori@k-shirakawa.com. The product must be unused.
  2. After confirming the return request, we will send you instructions on how to ship the product and the return address.
  3. A refund will be promptly issued once the product arrives in Japan.
  4. Products returned without prior return request approval will not be accepted.

If you have any questions about returns, please contact info-mamori@k-shirakawa.com. 【Exchanges】 We do not offer exchanges. By placing an order, you agree to all our policies.

【We cannot accept returns in the following cases:】

  1. If more than 10 days (or 30 days for some products) have passed since the product arrived.
  2. If the product shows signs of use. Even if tried on for a moment, it is not considered new. This violates our return policy. Our products are made from extremely fine and delicate natural materials. Please wear them with care. Even if a hole or damage occurs during fitting, returns and exchanges will not be accepted. This includes products that appear to have scratches or dirt attached during fitting.
  3. If the product has scratches or dirt that occurred while in the customer's possession (e.g., perfume or tobacco smell, crushed or damaged packaging box, directly attached shipping label to the product or its packaging, etc.).
  4. If product tags, packaging boxes, or other product accessories with the product number are missing or damaged.
  5. If the product is made to order.
  6. If the product was ordered with an incorrect address.
  7. If the product is lost or stolen after the shipping confirmation email has been sent.
  8. Sale items, outlet items, and gift items. Only regular-priced items can be refunded.
  9. If the designated return request form is not included with the returned product.
  10. If the product is returned without prior return request approval.
  11. In other reasonable cases where we deem the return to be inappropriate.

*For returns due to customer convenience, return shipping fees are the customer's responsibility. *For returns due to product defects or incorrect products received (e.g., different specifications or colors than those ordered), return shipping fees will be covered by us. Please contact info-mamori@k-shirakawa.com before shipping the product back in such cases.