About exchange/return method

Returns and Exchanges

Please check the products upon arrival. If you wish to return or exchange an item, please contact us first by email or other means.

① Defective Products or Wrong Delivery (Our Responsibility)

We take all possible care in product management and delivery, but if there is any damage or defacement, please notify us by email or other means within 7 days of receiving the product.
We will immediately arrange a replacement or refund. (Fees borne by our store)
In the unlikely event that the product delivered differs from your order, we will handle it in the same manner.

Costs for Exchange/Return

In cases of defective products, wrong delivery, or other issues for which we are responsible, all costs will be borne by our company.

Cases We Cannot Determine as Defective

Items that our store or the manufacturer determines are unavoidable due to the manufacturing process, production method, or material characteristics (e.g., minor scratches, dents, or color variations on products using natural leather) may not be accepted.

We apologize for the inconvenience, but if you send us photos taken with a digital camera in advance, we can make a preliminary judgment at that time.

Important Notes

  • All shoes sold in our store are laced and inspected upon arrival before shipping. There are no products that are not laced.
  • We take great care to reproduce colors accurately, but they may vary depending on the monitor or environment you are viewing them on. We ask for your understanding regarding subtle color differences.
  • Since shoes are manufactured by hand, minute splashes of adhesive cannot be avoided in the manufacturing process. Given the nature of footwear that comes into direct contact with the ground outdoors, please understand that minor adhesions are acceptable.
  • In the case of products using natural leather, they are processed from natural materials that were once living creatures, and individual differences in fine wrinkles, color, texture, gloss, etc., or subtle differences between parts cannot be prevented. Please understand this as well.

② Product Exchange Due to Customer's Reasons (Size Exchange, etc.)

We accept exchanges within 1 week of product arrival, limited to unused items (excluding defective products) except for trying on in a clean indoor environment.

Details of the exchange will vary depending on stock availability, so we will contact you with further information.
In principle, we cannot accept returns or exchanges for products more than 1 week after arrival.
In addition, we cannot accept returns or order cancellations for products that were ordered at your request (not in our stock) or products sold at sale prices.

Costs for Exchange

  • In the case of product exchange due to customer's reasons (size, etc.), all costs including round-trip shipping and customs duties (if applicable) will be borne by the customer.
  • If there is a price difference between products, that difference will apply. If a price difference occurs, the payment method will be determined in consultation with you.

③ Product Return Due to Customer's Reasons (Cancellation After Shipment)

Unlike door-to-door sales, mail-order sales are not subject to cooling-off under the law. However, we accept returns within 1 week of product arrival, limited to unused items (excluding defective products) except for trying on in a clean indoor environment.

In principle, we cannot accept returns or exchanges for products more than 1 week after arrival.

In addition, we cannot accept returns or order cancellations for products that were ordered at your request (not in our stock) or products sold at sale prices.

Costs for Return

In the case of returns due to customer's reasons (cancellation after shipment), please bear the following costs:

  • Round-trip shipping costs (including the cost of returning to our store and the actual shipping cost from our store to you)
  • Customs duties (if applicable)
  • All costs including the above will be borne by the customer

Our Definition of Unused Products

Products that have been tried on or tried on after arrival, taking care not to wrinkle them indoors.

For Shoes:

  • For lace-up shoes, first loosen the laces, put them on using a shoehorn, tighten the laces, and then stand still for a while to check if there are any pressure points.
  • After that, walk a few steps slowly to check if the heel lifts.

For Clothing:

  • For sweaters, jackets, outerwear, etc., please try them on over clean, thin clothing, being careful of tags, etc.
  • We cannot accept exchanges for items that are judged to have pet hair, cigarette odor, etc. attached.
  • Please refrain from trying on items such as T-shirts and socks that are worn directly on bare skin.

※ Boxes and labels are also part of the product. Please handle them with care.

Complaints and Consultation

9-2 Higashimatsubara-cho, Ito City, Shizuoka Prefecture 414-0022, Japan
Phone: +81-557-37-2732 (Japanese language support only)
Business Hours: 10:00-20:00 (Closed on Tuesdays, occasional irregular holidays. Physical store)
(We may be absent, but we will contact you as soon as we return. Please understand.)
Fax: +81-557-37-4618
Email: Please use this form.
Contact Person: Hirohito Suzuki
(Email and fax are accepted 24 hours a day, 365 days a year. Replies may take some time depending on the situation.)