About returns and exchanges
■If you wish to exchange or return an item, please contact us by email.
(Exchanges and returns are only available within Japan.)
*If you do not receive a reply from us, it may be because we have made some mistake in replying or because the email did not reach us due to virus software or other reasons.
In that case, we apologize for the inconvenience, but please send us another email or contact us by phone during business hours.
However, please note that we cannot accept your request if any of the following conditions apply to you.
□Products that have been delivered more than 10 days ago □Products that have been used by the customer at least once (※Items with scratches on the bottom due to use at the entrance, etc. are not accepted)
□ Products that have been soiled or damaged by the customer (leather scratches, dirt, scratches on the sole)
■ Regarding defective products and damage
□When you receive the product, please check to make sure that it is not a different product from the one you ordered.
□We take every precaution to ensure the quality of our products, but if the product is damaged or soiled, please contact us within 10 days of delivery.
We will immediately process your return or exchange. In this case, we will cover the shipping costs. Please send the item back to us cash on delivery.
*However, please note that we may not be able to exchange items that are out of stock.
□ Please try on shoes indoors and make sure the soles and shoes do not get scratched or dirty.
■ About exchanges
Please contact us within 10 days of receiving the item by email with the name of the person who placed the order, the name of the product you purchased, the size you would like to exchange, etc.
After we send you an email regarding the exchange details, we will ship the replacement item as soon as it is ready.
*How to exchange: When you receive the product, please pack the product in the same way as when you received it and hand it over directly to the delivery person.
□ Regarding shipping costs for exchanges due to customer's convenience ・The round-trip shipping costs for the second and subsequent exchanges will be borne by the customer. When we send you the replacement product, it will be shipped cash on delivery.
・There may be cases where we are unable to exchange the item due to size shortages, etc. In such cases, the item will be returned. Thank you for your understanding.
■Return Policy
Please contact us within 10 days of receiving the item by email with the name of the person who placed the order, the product name you purchased, the reason for return, etc.
□We will send you an email with instructions on how to return the item.
After confirming our contact, please pack the product in the same way as when you received it and return it to us.
□ Please note that shipping fees for returns due to customer's convenience will be borne by the customer.
■About refunds
□ Credit card payment
Once we receive the returned product, we will cancel the card payment transaction.
・If the product price has not been debited, the card payment process will be cancelled.
・If the product price has already been debited…The card company will process the refund. The number of days it takes to process the refund varies depending on the card company, so please contact your card company for more information.
□KOMOJU convenience store payment
Our store will inform KOMOJU of your bank account details, and KOMOJU will then refund you directly.
We will deduct KOMOJU payment fee of 190 yen and KOMOJU refund fee of 1,500 yen from your refund. (Product price + shipping fee + consumption tax - KOMOJU refund fee of 1,500 yen) will be transferred to your account. Please note that it may take up to 10 days for the transfer to be processed.
□ QR code payment (PayPay , Rakuten Pay )
・PayPay
The amount will be refunded to your account minus the PayPay refund fee of 330 yen.
・Rakuten Pay
The amount will be refunded minus the Rakuten Pay refund fee of 330 yen.
Refunds will be made by bank transfer to your bank account. Please note that it may take up to 10 days for the transfer to be processed.
■ Returned product shipping address
Postal code 350-1165
1-9-3 Minamidai, Kawagoe City, Saitama Prefecture
MFLP Prologis Park E403
To: YellowTail Co., Ltd. CL25047
TEL:078-381-9643
■ Regarding returns and exchanges for items shipped overseas
Returns and exchanges are only available within Japan.
Please note that we cannot cancel, return, or exchange purchased items.
Please check there are no mistakes before placing your order.
■ Return and Exchange Policy for Overseas Shipments:
Returns and exchanges are only available within Japan. Please note that we cannot cancel, return, or exchange purchased products for overseas shipments. Please ensure there are no mistakes before placing your order.
