(1) If an item has a latent defect
A) Shop’s response
① If it is a new item and a replacement is in stock:
Only a return or replacement of the item is available
② If it is a used or new item, and no replacement is in stock:
Only a return of the item is available. We cannot repair it.
B) Procedure
You need to make a request in advance to the website and send the item to the shop via cash on delivery. When the shop finds the item has a latent defect, we and the shop will process it in the way chosen by you.
If you choose a replacement, a replacement will be sent promptly.
If you choose a return, a refund will be arranged promptly. A refund will be made in the same method as for the payment you chose at the time of purchase, and the amount of the refund you receive will be calculated by deducting the amount required for the sale and return from the amount you paid. Please note that the refund may take a maximum of 14 business days.
C) Costs
All costs required for a return (shipping charges, etc.) will be borne by the shop.
(2) Return (for an item without a latent defect)
Even if an item does not have any latent defect, a return will be accepted for all items when the given conditions are met.
A) Conditions of a return
① Arrival of a returned item within 14 days
A return will be accepted only when the returned item reaches the shop within 14 days from the day when you received the item. Please note that if the returned item fails to reach the shop within 14 days, we cannot guarantee a refund.
② Preservation of the state at the time of delivery
A return will be accepted on the condition that the item still has all tags (including security tags), is unworn (trying on is acceptable; however, in the case of a swimsuit, trying on is acceptable only if done over the top of underwear), and is not washed or damaged.
※Do’s and Don’ts
When you receive an item, please check the item condition in detail before you remove the tags and other attached materials. It is advisable to keep packaging materials until the check is completed.
③ Special conditions for each category
For the items listed below, the following conditions need to be met:
・Shoes and fashion goods
Please make sure to return the item in the original box and protection box used at the time of delivery.
・Tights and stockings
You can return the item only before opening the package.
・Return of accessories
You need to return the item in the same state as when you received it, and be sure that the packing materials and documents from the brand are included.
・Vintage items and used items
A return will be accepted only if the item is found to be in the same state as when it was delivered. Should you find at the time of delivery any defect or damage that was not notified in advance, please return the item by contacting us by e-mail in advance. The items sold on the Site undergo rigorous examination by the respective shops prior to sale so that their quality, precision and genuineness will be guaranteed. Because they are very rare, timeless items, when you return them, please handle them with extreme care as in the case of new items.
※Do’s and Don’ts
It is advisable to return an item by using the packaging materials used for delivery so that the returned item will be protected against damage in transit.
B) Procedure for a return
You need to make a request in advance to the website and send back the returned item via cash on delivery in such a manner that it will reach the shop within 14 days after you received the item.
When we confirm that your return satisfies our return policy, a refund will be processed promptly. A refund will be made in the same method as for the payment you chose at the time of purchase, and the amount of the refund you receive will be calculated by deducting the amount required for the sale and return from the amount you paid. Please note that the refund may take a maximum of 14 business days.
C) Costs required for a return
You need to bear all costs required for a return (shipping charges, etc.).
※Do’s and Don’ts
If you return an item from a different country/region than the one to which the item was delivered, an import levy and fees may arise additionally. For that reason, we recommend returning from the country/region to which the item was delivered.
(3) Inquiries about a return
Please contact us by e-mail (hello@or-not.com) for any question you may have regarding a return or cancellation.