Return, Exchange & Refund Policy

1. Return & Exchange Window and Eligibility

You may request a return or exchange within 14 calendar days from the date your order is delivered. We accept returns and exchanges under the following conditions:

• Customer-initiated returns & size exchanges (unworn items): Accepted within 14 days of delivery, provided the item is in new, unworn, unwashed, and unused condition, free of stains, pet hair, or odors (such as perfume, detergent, or tobacco), with all original tags, labels, and packaging intact.
• Defective, damaged, or incorrect items: If the item you received is defective, damaged during transit, or differs from the product or size you ordered, please contact us within 14 days of delivery. We will replace the item or issue a full refund at our expense.

2. Non-Returnable Items

We cannot accept returns or exchanges in the following cases (except where the item had an initial manufacturing defect):

• More than 14 days have passed since the delivery date
• Items that have been worn, washed, laundered, altered, or used
• Items with stains, scratches, damage, or odors caused after delivery
• Items missing original tags, labels, or packaging
• Items returned without contacting us in advance

3. Return Shipping Costs & Fees

• Return shipping fee: Free (¥0 JPY). Return shipping costs within Japan are covered by Queue Ltd for both defective items and eligible unworn returns within the 14-day return window.
• Restocking / handling fee: Free (¥0 JPY). We do not charge any restocking or return processing fees.

4. How to Initiate a Return or Exchange

1. Contact us within 14 days of delivery: Submit a request through our Contact Form with the subject "Shop Return / Exchange" and include:
   • Full name used on the order
   • Email address entered at checkout
   • Product name, size, and quantity
   • Reason for the return or exchange, and whether you want a refund or a size replacement
2. Receive return instructions: Our team will reply by email within 1–2 business days with confirmation and return shipping instructions.
3. Ship the item back by mail: Pack the item securely in its original packaging with all tags attached and send it via parcel courier / mail to our return address listed in Section 7 below.

5. Refunds

• Refund method: All refunds are issued in Japanese Yen (JPY) to the original payment method used at checkout via Stripe.
• Refund amount: For defective, damaged, or incorrect items, we refund the full order amount including any original shipping charges (¥500 flat rate for orders under ¥10,000). For customer-initiated returns of unworn items, we refund the full purchase price of the returned item(s).
• Processing timeframe: Once our warehouse receives and inspects the returned item, we initiate the refund within 5–10 business days and notify you by email. Depending on your credit card issuer or payment provider, it may take an additional few days to appear on your billing statement.

6. Exchanges

If you request a size exchange for the same item, we will ship the replacement size at no additional shipping charge once we receive your returned item, subject to stock availability. If the requested size is out of stock, we will issue a full refund instead.

7. Return Address & Seller Contact Information