Refund policy

1. Scope of the Refund Policy

This policy applies to all international orders fulfilled through Global-e, the cross-border e-commerce service provider operating on our behalf.

Return and refund requests—whether due to product defects, shipping damage, incorrect delivery, or personal reasons—must be initiated through our customer support page. We ask customers to contact us as soon as possible, preferably within 7 days of delivery, which reflects our standard operational guideline to ensure proper assessment and timely handling.

Once your request is confirmed, the return workflow—including issuance of a Return Merchandise Authorization (RMA), return labels, and any required documents—is processed through Global-e’s system. Refunds for international orders are executed exclusively by Global-e.

This policy applies only to items purchased through our official online store via Global-e. Items purchased at our physical stores, from other retailers, or on other e-commerce platforms are not eligible.

Applicable consumer protection laws in each destination country may affect certain aspects of returns or refunds.

2. Returns for Defective or Incorrect Items

If the delivered Product is defective, damaged during shipping, or differs from what was ordered, customers may request a return. These cases include, but are not limited to, situations where the Product does not function as intended, contains manufacturing defects, or arrives with significant damage affecting its use. To initiate the review process, clear photographs showing the condition of the Product are required.

All return requests must be submitted through the customer support page before shipping the Product back. When submitting a return request, customers must provide (1) the order number, (2) the name of the Product, and (3) the reason for the return. Please note that if the order number is not provided, we may be unable to verify the purchase details and therefore may not be able to process the return request.

Once the request is reviewed and approved, the return workflow—including the issuance of a Return Merchandise Authorization (RMA), return labels, and any required documentation—is processed through Global-e’s system in accordance with applicable procedures.

Final eligibility for a return will be determined based on verification conducted by the Company and Global-e. Items returned without prior authorization may not be accepted.

Please note that minor creases, superficial marks, or damage to the outer packaging resulting from international transportation do not qualify as defects.

3. Returns for Personal Reasons (Change of Mind)

Return requests based on personal reasons—such as “the item does not fit,” “the color or texture differs from what was expected,” or “the order was placed by mistake”—may be accepted only if the Product remains in a condition suitable for resale and meets all return requirements specified in this Policy.

All return requests for personal reasons must be submitted through the customer support page before shipping the Product back. When submitting a request, customers must provide (1) the order number, (2) the name of the Product, and (3) the reason for the return. Please note that if the order number is not provided, we may be unable to verify the purchase details and therefore may not be able to process the return request.

Once approved, the return workflow—including the issuance of a Return Merchandise Authorization (RMA), return labels, and any required documentation—is handled through Global-e’s system in accordance with applicable procedures.

For returns made for personal reasons, all costs associated with the return—including shipping fees, customs duties, taxes, and handling fees—shall be borne by the customer.

Products cannot be exchanged for other items. If a different item is desired, the original Product must be returned and a new order placed separately after the return is completed.

Please note that a return may be declined if the Product shows signs of use, wear, washing, alteration, odors, contamination, or any condition indicating that the Product is no longer suitable for resale.

4. Return Eligibility

A return will not be accepted if any of the following apply. These conditions ensure that Products remain in a resalable condition and that returns are handled appropriately in accordance with this Policy and applicable procedures.

(1) The return request was not submitted prior to shipping the Product back. Unauthorized returns may be refused or returned to the customer.

(2) Tags, labels, accessories, or any items originally included with the Product are missing, damaged, or altered.

(3) The Product has been worn, washed, altered, repaired, or shows signs of use, including but not limited to creases, stretching, marks, or deterioration inconsistent with inspection only.

(4) The Product has stains, odors, contamination, or other damage incurred while in the customer’s possession, including odor from perfume, cosmetics, tobacco, pets, or other sources.

(5) The Product, its packaging, or included materials differ significantly from the condition at the time of shipment, or the Product cannot be restored to a condition suitable for resale.

(6) In the case of shoes or other boxed items, a shipping label has been affixed directly onto the shoe box or original packaging.

(7) The Product is marked on the Site as non-returnable.

(8) Any other situation in which the Product is deemed unsuitable for resale, based on verification conducted by the Company and Global-e.

(9) Discounted or sale items can only be returned if a manufacturing defect or shipping-related damage is confirmed. Returns for personal reasons are not accepted for such items.

Please note that minor creases or superficial marks to the outer packaging resulting from international transportation do not qualify as defects and do not constitute grounds for a return.

5. Replacements

The Company does not offer an exchange service for any reason related to customer preference, including but not limited to changes of mind, size issues, or ordering errors.

A replacement may be offered only in the following exceptional cases:

(1) An incorrect Product was delivered due to the Company’s fulfilment error; or

(2) A manufacturing defect or significant initial damage is confirmed.

In these cases, a replacement will be arranged only if the identical item (same product, color, and size) is available in stock.

If a replacement cannot be provided because the item is out of stock or discontinued, the order will be fully refunded using the original payment method. No alternative items, color exchanges, or size exchanges will be offered under any circumstances.

All replacement requests must first be reviewed and approved by the Company. Unauthorized returns or requests submitted without the required information may not be accepted.

6. Refunds

All refunds are issued using the original payment method. The refund will be processed after the returned Product has been received and inspected to confirm eligibility under this Policy.

For cross-border orders, refund transactions are executed through Global-e, our authorized payment and fulfilment partner. The timing of the refund reflected on the customer’s statement depends on the payment provider, card issuer, and billing cycle. The Company is not able to control or expedite this process.

6.1 Refunds for Defective or Incorrect Items

If a replacement cannot be provided due to lack of stock or discontinuation, the full amount paid for the Product will be refunded. All shipping fees originally paid will also be refunded.

6.2 Refunds for Returns Made for Personal Reasons

For returns made for personal reasons (change of mind, size, color, or ordering error), the following conditions apply:

・Return shipping costs, customs duties, taxes, and handling fees are non-refundable.

・These costs shall be borne by the customer.

・If the return causes the order total to fall below the free-shipping threshold, the original shipping fee will be deducted from the refund amount.

6.3 Refund Calculation and Deductions

The final refund amount will be determined after inspection of the returned Product. If the Product shows signs of use, damage, odor, or any condition affecting resale value, the refund may be partially reduced or declined, in accordance with Section 4.

6.4 Timing and Processing of Refunds

Once the refund is initiated, customers may receive:

・A charge reversal

・A negative adjustment on the next statement

・Or a direct refund depending on the payment provider

Customers wishing to confirm the billing cycle or exact posting date should contact their card issuer or payment provider directly.

7. Other Notes

(1) Shipments Returned Due to Long Absence or Refusal of Receipt
If a shipment is returned to the Company due to the customer’s long absence, refusal of receipt, failure to pay duties or taxes, or inaccurate delivery information, the order may be cancelled without a refund. Any return shipping fees, customs charges, or handling fees incurred may also be charged to the customer. This rule does not apply where prohibited by applicable consumer protection laws.

(2) Unauthorized or Unnotified Returns
Returns sent without prior authorization, or without the required information, may be refused, returned to the customer at their expense, or deemed ineligible for a refund. The Company is not responsible for any loss, delay, or additional costs associated with unauthorized returns.

(3) Responsibility for Loss or Damage During Return Shipping
For returns made for personal reasons, the customer is responsible for ensuring the safe return of the Product. Loss, theft, or damage occurring during return shipment shall be the customer’s responsibility, unless an approved return label issued by the Company is used.

(4) Inspection Time and Processing Period
Inspection of returned items may require several business days after receipt. Refund processing will begin only after inspection is completed. The Company cannot guarantee any specific processing speed or completion date due to international logistics and payment provider constraints.

(5) Missing Returned Items
If a customer claims to have returned a Product but the Company has not received it, no refund will be issued. Customers are responsible for retaining proof of shipment and tracking information.

(6) Accuracy of Delivery Information
Customers are responsible for providing accurate and complete delivery information. The Company shall not be liable for delays, non-delivery, return shipments, or additional charges caused by incomplete or incorrect addresses.

(7) Price Adjustments and Price Protection
Price adjustments, partial refunds, or price protection for Products whose price has changed after the order was placed are not offered under any circumstances.

(8) Items Not Eligible for Return for Hygiene or Safety Reasons
Certain categories of Products—such as items with direct skin contact, headwear lining, undergarments, or other items that cannot be resold once worn—may be designated as non-returnable for hygiene and safety reasons, unless required otherwise by applicable laws.

(9) Packaging and Required Condition for Returns
Packaging, accessories, tags, and labels must be included and returned in good condition. If packaging is considered a component of the Product’s value (e.g., shoe boxes, special packaging), significant damage to the packaging may result in a reduction or denial of the refund.

(10) Customs Duties, Taxes, and Fees
The Company is not responsible for customs duties, taxes, or fees charged by the destination country. Additional costs arising from returned shipments, incorrect information, or refusal to receive the Product may be deducted from the refund where applicable.

8. Version

This Refund Policy was last updated in December 2025.