Refund policy
Returns, Exchanges, and Cancellations
We cannot accept cancellations or changes (additions or alterations) after the delivery date has been confirmed (after the delivery date confirmation e-mail has been sent).
Please be sure to check the contents of your order before completing your order.
For made-to-order items, we cannot accept cancellations or changes (additions or alterations) to the contents of your order after payment has been completed.
We take all possible measures to ensure the quality of the products we deliver. However, in the unlikely event that a product is damaged, stained, incomplete, or defective, parts are missing, or an order is different from the original, please contact us within 5 days from the date of delivery using the Contact Us page on our website after confirming the following information.
When returning or exchanging merchandise, please return the merchandise using the original packing materials. If the product is defective, please do not dispose of the original packing materials.
When you open the package, please make sure to check for any scratches, stains, or missing parts. If the product requires assembly, we will not be able to respond to any inquiries regarding scratches or stains after the product has been assembled. Please note that we will not be able to respond to any inquiries regarding scratches or stains after the product is assembled.
Please follow the return/exchange procedure that we will inform you of.
We will not be able to respond to your request if you return the product to us prior to our notification.
If you do not follow our instructions, we will not be able to accept your return or exchange for any reason. We apologize for any inconvenience this may cause.
Please note that we will not be able to accept any exchanges or returns after the contact deadline has passed.
Although we take the utmost care in handling our products, there may be scratches or scuffs that occur due to force majeure during assembly, packaging, or transportation. In such cases, please understand that they will not be treated as defects.
If the product is defective (damaged or stained)
We apologize for any inconvenience caused.
If the product is defective (damaged or stained), please contact us within 5 days of delivery by clicking on the product in question in the “Order History” section of My Page.
We will contact you as soon as we confirm the details of your inquiry and let you know what we will do.
If it is confirmed that the defect was caused by the fault of our company, the manufacturer, or the delivery company, we will replace the product with a new one. The exchange procedure varies depending on the situation. Please follow the return/exchange procedure that we will inform you of.
If the defect is caused by an accident during shipping, the person in charge of the shipping company may contact the customer directly. Please understand this in advance.
Remarks
If the defect can be corrected by replacing parts, the parts will be replaced. In such cases, we will not accept the return of the product itself. Please understand this in advance.
If there is a defect in the product, we will respond to you by e-mail, and we will not be able to directly visit you to repair or replace the product. Please understand this in advance.
We do not offer discounts or accept returns.
In the event that an item is sold out or one-of-a-kind and we are unable to provide the same item, we will be happy to return the item and issue a refund.
If you received an item that is different from your order
We apologize for any inconvenience caused.
If you have received an item that is different from what you ordered, please contact us within 5 days of the delivery by clicking on the relevant item in the “Order History” section of My Page,
Please contact us within 5 days of the delivery.
We will contact you as soon as we confirm the details of your inquiry and let you know how we will handle the situation.
Once we have received your inquiry and confirmed the details, we will send you the product you originally ordered as soon as possible. We will inform you of the exchange procedure after we hear from you.
The exchange procedure will vary depending on the situation, so please follow the return/exchange procedure that we will inform you of.
If the item is sold out or one-of-a-kind, and we are unable to provide the same item, we will return the item to you for a refund. Please understand this in advance.
Refund Method
If you use bank transfer
We will refund the amount to your bank account by wire transfer.
If you use credit card payment
If the billing deadline has not passed, we will cancel the charge.
If the due date has passed, the credit card company will refund the amount from the following month. Please understand this in advance.
The account that can be designated as the recipient of the refund must be an account at a financial institution in Japan. If you do not have an account at a Japanese financial institution and the refund is made to an overseas account, you will be responsible for the remittance fee.
Returns for Customer Convenience
Returns for customer convenience will not be accepted for any reason. Please understand this in advance.
Although we have tried to reproduce the actual colors and textures of our products as much as possible in the product photos, slight differences in color may occur due to differences in the display of your monitor or mobile device (differences in LCDs, brightness, etc.), screen settings, and the conditions under which the product photos were taken.
In addition, each product may have a different look and feel depending on the appearance of the wood grain and annual rings, the pattern and design of fabrics and leather, and the finish and characteristics of products made from old wood.
Please note that we cannot accept any cancellations after the delivery date has been confirmed (after the delivery date confirmation e-mail has been sent), such as returns, exchanges, or changes due to reasons such as the color or texture being different from the image.
If you have any questions about the products before placing an order, or if you would like more detailed information, please feel free to contact us using the inquiry form.
About cooling-off
Mail order sales are not subject to the cooling-off system. We do not accept returns for customers' convenience. Please understand this in advance.
Please refer to “In case of defective products (damage or stain)” for the return/exchange procedure in case of defective products.