Returns & Refunds

We do not accept cancellations, exchanges, or returns for reasons of customer preference once an order has been placed, whether before or after shipment, except in the following cases:

1. The product is defective.
2. You receive an incorrect item.
3. The product is damaged during shipping.

If your order falls under any of the above conditions, please contact us within 5 days of receiving your order.

After confirming the condition of the item and the shipping status, we will offer a replacement or refund if all of the following conditions are met:

• Contact is made within 5 days of delivery.
• The item is unused and unwashed (indoor fitting only).
• All original tags and accessories are included and undamaged.
• The item is free from stains, odors, or any significant changes caused after delivery.

Important Notes

• For hygiene reasons, we cannot accept returns or exchanges for products that come into direct contact with the skin, such as underwear, socks, or earrings.
• Made-to-order and pre-order items are charged in full at checkout. Because these items are produced specifically for each order, cancellations, returns, and exchanges are not accepted after payment has been completed.
• Due to differences in monitor and device settings, the color of the actual product may differ slightly from what appears on your screen. Such differences are not considered defects.
• Leather products may naturally feature scars, veins, grain variations, and other unique characteristics. These are part of the material's natural beauty and are not regarded as defects. Please read the material descriptions and care instructions on each product page before placing your order.
• We do not accept returns or exchanges due to incorrect size selection. If you are unsure about sizing, please contact us before placing your order.
• If an exchange or return of a non-defective item is exceptionally approved, all related costs, including shipping fees and handling charges, are the responsibility of the customer.
• Bank transfer fees and cash-on-delivery (COD) fees are non-refundable.
• If a refund is processed for a credit card payment, any applicable shipping or handling charges must be paid before the payment can be canceled. Please note that credit card payment cancellations are generally possible only within 14 days of the order date, although this period may vary depending on your card issuer.
• Please try on footwear and tabi indoors only.
• By using Shop Pay or any other express checkout service, you acknowledge and agree to our Refund Policy before completing your purchase.
• Refunds are processed in the original payment currency and amount. Depending on exchange rate fluctuations, the amount received by your card issuer may differ from the original amount paid.

Contact

If you wish to request a return, please contact us before sending any items back.

Email: iwakura.aa.info@gmail.com

If you have any questions before placing an order, please feel free to contact us via our Contact page. Inquiries received outside business hours will be answered on the next business day. Please note that response times may vary depending on the nature of your inquiry.

Cooling-Off Period

The cooling-off period is a consumer protection system that applies only to certain door-to-door or unsolicited sales under Japanese law. It does not apply to purchases made through this online store.

 

【For Customers in the EU (Right of Withdrawal)】

Customers residing in the EU (and EEA) have the right to withdraw from this contract within 14 days from the day on which you receive the goods, without giving any reason, in accordance with EU consumer protection laws.

However, please note that the right of withdrawal does not apply to the following products:
- Goods made to the customer's specifications, custom-made products, or personalized items.
- Sealed goods which are not suitable for return due to health protection or hygiene reasons (such as opened underwear, socks, and earrings) and were unsealed after delivery.

Notes on exercising the right of withdrawal:
- To exercise the right of withdrawal, you must inform us of your decision to withdraw by sending a clear notification to our email address: iwakura.aa.info@gmail.com within 14 days of receiving the goods.
- You will have to bear the direct cost of returning the goods (international shipping fees).
- The goods must be returned unused, unwashed, and with all tags and accessories intact (trying on indoors is permitted). You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
- We will reimburse all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), within 14 days from the day on which we receive the returned goods.