Aoyama Clothing Online Store [Official Online Store] Thank you for visiting our store.
About returns and exchanges
First, please check the contents of the delivered product.
When you receive the product, please check that it is the same as your order.
We try to reproduce the color and texture of the actual product as much as possible in the product photos on our online store, but the impression may look different depending on the screen environment you are using. Please forgive small differences in impression.
We take every precaution to ensure the quality of our products, but if the delivered product is already damaged or soiled, or if there is a problem with the quality of the product, or if the product is different from what you ordered, we will respond immediately.
We try to reproduce the color and texture of the actual product as much as possible in the product photos on our online store, but the impression may look different depending on the screen environment you are using. Please forgive small differences in impression.
We take every precaution to ensure the quality of our products, but if the delivered product is already damaged or soiled, or if there is a problem with the quality of the product, or if the product is different from what you ordered, we will respond immediately.
*Of course, our online store will cover all shipping costs for returns or exchanges of products that had problems before being delivered to you.
How to return or exchange an item
How to return or exchange products for customer reasons
■ Conditions for accepting returns and exchanges
- - No alterations such as hemming have been made.
- ・Unused and unworn (excluding items tried on to check size).
- - Product tags, accessories, and delivery slip must be intact.
- - Please contact our customer center by email within 8 days of receiving the product.
- ・Please return the product within 8 days, including the day you contact us (a total of 15 days, including the day the product arrives).
■Items that cannot be returned or exchanged
- ・Lucky bag products, outlet products
- ・Part of the items ordered in a set sale
- ・Hygiene products (masks, underwear, etc.) *Items that come into direct contact with the skin when trying them on
- ・Products that have been altered, such as hemmed
- ・Items that have been washed or cleaned
- - If the product is used instead of being tried on to check the size
- If there is no delivery slip
- ・If the product tag or accessories are missing or damaged
- ・If the product is returned with packing tape or a shipping slip affixed directly to the box or packaging of the product, such as shoes
- ・Other cases where the product condition is significantly different from before shipping
- ・Products for which the contact deadline or return deadline has passed
■Return/exchange acceptance method
If you wish to return or exchange a product, please contact us at the address listed below within 8 days of receiving the product.
＜Contact Information＞
e-shopinfo@aoyama-syouji.co.jp
*Please be sure to contact us by email when returning or exchanging an item.
e-shopinfo@aoyama-syouji.co.jp
*Please be sure to contact us by email when returning or exchanging an item.
When contacting us, please include the following information:
[Subject] Request for return (exchange) of order
[Main text]
[Main text]
- ・Order ID: (Please check this on the delivery slip or on the "Purchase/Reservation History" on your My Page.)
- ・How you would like to handle the situation: (Please indicate whether you would like to return the item, return some of the items, or exchange the item.)
- ・Product code and size of the returned item: (Please check the delivery slip or "Purchase/Reservation History" on your My Page.)
- ・Reason for return/exchange: (size/details/color/wear image, etc.)
- ・Product code and size of the exchanged item (※Only in case of exchange): (Please check the product page.)
- ・If you have any other questions, please enter them here.
■ Returned items
- ・Applicable products
- ・Product tags ・Accessories (shoe box, shirt mount, spare shoelaces, etc.)
- ・Delivery details slip (copy acceptable)
■Return address
We will inform you by email.
■Notes
- -Due to system limitations, we cannot exchange items for products of a different price.
- ・Exchange item out of stock ("
If the item is marked "Expedited Shipping Available" or "Expedited Shipping Available," or if the size is not available, we may not be able to exchange the item. In that case, we will offer an exchange for a new item or a refund. - -If you wish to return or exchange an item for your own reasons, please pay the shipping costs.
- If you return an item that cannot be returned, we will send it back to you cash on delivery.
- When returning a product, please use the original packaging materials (bags and boxes) used to deliver the product.
If the product becomes distorted or damaged due to the use of excessively small packaging materials, we may not be able to accept returns or exchanges.
How to return or exchange a defective product or an incorrectly shipped product
■ How to accept returns (exchanges)
In the case of a defective product or incorrect shipment, please contact us at the address listed below within 8 days of receiving the product.
＜Contact Information＞
e-shopinfo@aoyama-syouji.co.jp
*Please be sure to contact us by email when returning or exchanging an item.
e-shopinfo@aoyama-syouji.co.jp
*Please be sure to contact us by email when returning or exchanging an item.
When contacting us, please include the following information:
[Subject] Regarding defective products and incorrect shipments
[Main text]
[Main text]
- ・Order ID: (Please check this on the delivery slip or on the "Purchase/Reservation History" on your My Page.)
- ・How you would like to handle the situation: (Please indicate whether you would like to return the item, return some of the items, or exchange the item.)
- ・Product code of the defective product: (Please check the delivery slip or the "Purchase/Reservation History" on your My Page.)
- - Size of the defective item: (Please check the delivery slip or the "Purchase/Reservation History" on your My Page.)
- -Details of the defective part: Please describe the location and condition of the defective part.
- ・If you have any other questions, please enter them here.
■ Returned items
- ・Applicable products
- ・Product tags ・Accessories (shoe box, shirt mount, spare shoelaces, etc.)
- ・Warranty card (applicable products only)
- ・Delivery details slip (copy acceptable)
■Return address
We will inform you by email.
■Notes
- ・Please note that we cannot accept returns or exchanges in the following cases, even in the case of a defect or incorrect shipment.
If the item is used rather than being tried on for size adjustment
If the condition of the product is significantly different from before it was shipped, such as if the product has been washed or dry-cleaned
If there is no product tag, accessories, or invoice
If the item is returned with packing tape or a shipping slip affixed directly to the box or packaging of the product, such as shoes
In other cases where the product condition is significantly different from before shipping
If the contact deadline or return deadline has passed - -Due to system limitations, we cannot exchange items for products of a different price.
- ・Exchange item out of stock ("If the item is marked "Expedited Shipping Available" or "Expedited Shipping Available," or if the size is not available, we may not be able to exchange the item. In that case, we will offer an exchange for a new item or a refund.
- ・If you wish to return or exchange a product due to a defective product or incorrect shipment, please return the product with postage due to you.
- When returning a product, please use the original packaging materials (bags and boxes) used to deliver the product.
If the product becomes distorted or damaged due to the use of excessively small packaging materials, we may not be able to accept returns or exchanges. - Returns and exchanges cannot be made in physical stores.
* Replacement size is not in stock ("If the size of the item you are ordering is not marked with the "Expedited Shipping Available" mark (including sizes that do not have the "Expedited Shipping Available" mark), we may not be able to accept size exchanges. In that case, please note that we will exchange the item for a different one or refund the amount.
If the size of the item you are ordering is not marked with the "Expedited Shipping Available" mark (including sizes that do not have the "Expedited Shipping Available" mark), we may not be able to accept size exchanges. In that case, please note that we will exchange the item for a different one or refund the amount.Costs to be paid by the customer when returning or exchanging goods
If you wish to return or exchange a product for your own reasons, you will be responsible for the return shipping costs.
| Before delivery to the customer If there is a problem with the product |
At your convenience When returning or exchanging a product |
|
|---|---|---|
| Cost to be paid by the customer | free | Shipping costs (round trip in case of exchange), Cash on delivery fees, deferred payment fees, transfer fees, etc. Actual costs will be borne by each customer |
How to get a refund when returning an item
■ When paying by credit card
Once we receive the returned item, we will cancel your credit card.
The date of your refund will depend on the closing date of your credit card company.
In addition, if the cancellation process crosses over into the closing date, the payment may be debited from your account initially.
If a withdrawal has been made, the transaction amount will be offset or refunded when the card company bills you the following month or the month after.
Regarding credit card usage, please contact your credit card company directly.
The date of your refund will depend on the closing date of your credit card company.
In addition, if the cancellation process crosses over into the closing date, the payment may be debited from your account initially.
If a withdrawal has been made, the transaction amount will be offset or refunded when the card company bills you the following month or the month after.
Regarding credit card usage, please contact your credit card company directly.
■ If you have already paid by cash on delivery/GMO deferred payment
Once we receive the returned item, we will refund you via bank transfer.
It will take approximately 2 weeks for payment to be received.
Refunds cannot be made by any method other than bank transfer.
It will take approximately 2 weeks for payment to be received.
Refunds cannot be made by any method other than bank transfer.
■PayPay
Once we receive the returned item, we will process the refund via PayPay.
■Amazon Pay
Once we receive the returned item, we will process the refund via Amazon Pay.
For more information, please contact Amazon Pay or your credit card company.
For more information, please contact Amazon Pay or your credit card company.
■Paidy
Once we receive the returned product, we will process the refund via Paidy. Depending on the timing of the process, you may receive a bill from Paidy. In that case, we ask that you please make the payment. In the case of a refund after payment, the amount will be automatically deducted from your Paidy usage from the following month onwards. In addition, if you have not used Paidy for three months, you will be contacted by Paidy, so please follow their instructions to complete the procedure.