At fashionsubstance Japan Ltd., we strive to ensure your complete satisfaction with every purchase. This policy outlines the procedures and conditions for cancellations, returns, and refunds. Please read this document carefully before initiating any return or refund request.
You may cancel your order at any time prior to shipment. Once your cancellation request is processed, we will issue a full refund to your original payment method. Please note that orders already in transit cannot be canceled. To cancel an order, please contact our customer service team immediately after placing your order.
We accept returns within 30 days of the original purchase date. To be eligible for a return, items must be in their original condition, unused, with all tags attached, and in the original packaging. A valid proof of purchase (receipt or order confirmation) is required for all returns.
To initiate a return, please contact our customer service team to obtain a Return Merchandise Authorization (RMA) number. Returns without an RMA number will not be accepted. Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped or defective product).
Upon receiving your returned item, we will inspect it to verify it meets our return conditions. Once approved, we will process your refund within 5-7 business days. The refund will be issued to your original payment method. Please allow additional time for your bank or credit card company to process and post the refund to your account, which typically takes 3-10 business days depending on your financial institution.
Original shipping charges are non-refundable except in cases where the return is due to our error. For returns that qualify for free return shipping, we will deduct the cost of return shipping from your refund amount.
If you haven't received your refund within the expected timeframe, please first check with your bank or credit card company as processing times may vary. If you still have not received your refund after this period, please contact us immediately with your order details and we will investigate the matter.
For payments made via PayPal, please check your PayPal account balance before contacting us. In some cases, the refund may appear in your PayPal account before appearing in your bank statement.
If you have any questions about our Return & Refund Policy, please don't hesitate to contact us:
fashionsubstance Japan Ltd.
3 Chome-5-12 Roppongi, Minato City,
Tokyo 106-0032, Japan
Phone: +81 3-5412-8765
Email: [email protected]
