Due to the nature of our products, we do not accept returns, exchanges, or cancellations due to customer convenience.
Only in the case of delivery errors by us or initial defects of the product, exchanges are possible.
Orders by minors will also be processed as if the consent of a legal representative such as a person with parental authority has been obtained at the time the order is completed.
Minors must obtain the consent of their legal representative before placing an order.
This site is a mail order site, so the cooling-off system does not apply. Please understand this beforehand.
Examples of cases in which returns, exchanges, or cancellations are not possible
- Wrong selection of degree or quantity, order error, duplicate order, etc. due to customer's faulty operation
- Wrong image (The images shown on the website are only for illustrative purposes. Please note that the wearing feeling and coloration may vary from person to person.)
- Damage to packaging or defacement of the package that does not interfere with the use of the product.
- Failure to complete delivery for the customer's convenience (e.g., refusal to pick up, expiration of storage period due to long-term absence, incorrect address or name of the recipient, etc.)
- When a package is lost after being left at a delivery location, posted in a mailbox, or received by a representative such as a building manager. We will provide you with the information necessary for our investigation if you contact us using the inquiry form.
- Returns or exchanges due to shortened expiration date
- Returns or exchanges due to discomfort in wearing.
- In the case of initial defects reported, if the actual defective product cannot be confirmed.
Special cases
When you realize that you have made a mistake in color or power selection or in your shipping address immediately after completing your order. Please contact us using the
Contact Us form or chat. In this case, we will not be able to change the contents of the order, such as the brand or quantity, or change the amount of the order.
If an order is returned to us due to long-term absence or incorrect address, it will be held for 10 days before being discarded. Refunds will not be issued in this case. We will reship your order only if you contact us before discarding it and request reshipment. Please note that if you wish to have your order reshipped, you will be required to pay the shipping cost plus a shipping fee ( 1100 yen). For orders with free shipping, only the shipping fee will be charged.
Examples of possible exchanges
- If the contents of the order are different from the product that arrives
- If the product you received contains an initial defective product
- Items whose expiration date has expired at the time of delivery
If any of the above applies, please contact us within
5 business days of receipt of the product by
using the Contact Us Form and attaching an image of the problem.
If the product you received is different from what you ordered, we can exchange it only if the package is unopened. Please be sure to check the color and power before opening the package.
Each manufacturer handles initial contact lens defects differently. After confirming the details of the defect and the response, we will contact you with information on how to exchange the contact lenses. Please do not use or dispose of the contact lenses, but keep them in your possession. The shipping costs for returning the product will be borne by us.
Please note that returns and exchanges are limited to defective or incorrectly shipped items that are reported within 5 business days of receipt, not after the product has been opened.
The exchange of the initial defective product will be for the same product. If it is difficult to arrange for a replacement product due to the manufacturer discontinuing the product or other reasons, we will refund the price of the relevant product. Any handling fees related to the transfer or refund will be borne by us. In the event that it is difficult to reasonably refund the amount due to the payment company's amount change agency having passed, etc., we may apply a store credit equivalent to the refunded amount to your account.
For damaged merchandise during shipping, you may apply for a warranty by the shipping company. We will provide you with the necessary documents, but you will need to follow the procedure yourself. The availability of the warranty depends on the results of the delivery company's investigation. Theft or loss of an item after delivery is completed is not covered. Please report the damage to the nearest police station.
The maximum guarantee by the delivery company is approximately 20,000 yen. For an additional cost, it is possible to provide insurance covering the entire order amount. Please consult with us before ordering.
*Yu-packet delivery is not covered by the warranty.
Examples of possible cancellations
If, after completing your order, it proves impossible to deliver due to logistics circumstances (delays are not covered)
When an item that is out of stock from the manufacturer is not received after a certain period of time ( 60 days)
In the above cases, we will contact you as soon as we become aware of the situation. In such cases, the cancellation will be unconditional.
