DAMAGED & WRONG GOODS / DAMAGED PARCELS

DOMESTIC

If your parcel clearly shows signs of damage or are broken at the time of delivery, it should not be accepted. 

Please ask the courier to return the goods to us.

お客様のお荷物が配達時に破損など兆候がはっきりとしている場合は、受取を拒否して 宅配業者に弊社まで商品の返送を依頼して下さい。

INTERNATIONAL

If your parcel clearly shows signs of damage or are broken at the time of delivery, onece please accept the delivery, and contact us immediately to advise us of the damaged product(s), hold all goods until advised by us that they can be disposed off.

DAMAGED GOODS

We want all our customers to receive their orders in perfect condition so if you think there is a fault with an item you have received, please let us know straight away by contacting us. We will aim to resolve any issue with a faulty item as quickly as possible.
But we need you to tell us as soon as you discover the fault (with picture).
We wiil be able to resolve the issue.

Please be aware that to ensure safe delivery

• Bulky packaging may be sent in separate parcels.
• In the very unlikely event of any damage please contact us. Please include as much information as possible. We may also require photographs of any damage including all the packaging for insurance purposes as following.
• Photographs showing the detail of the damage or faulty items. 

• Please retain the product, box and all packaging until instructed by us.

WRONG GOODS

If you have received an incorrect item in your order, let us know with picture of wrong items. 

Customer Services representatives are available Monday to Friday (10am – 6pm JST), and will be happy to assist you.

LOST GOODS

IIn the unlikely event that the product is lost during delivery, we cannot be held responsible.
If the product has been shipped with insurance, we will compensate you up to the insurance amount, so please contact us if you would like to have the product shipped with insurance.