Shipping, Cancellation, and Returns Policy for the European Union (EU)
This policy applies to customers placing orders for delivery within the European Union (EU).
1. Shipping & Customs (DDP via DHL)
All orders shipped to the European Union are sent via DHL Express on a Delivery Duty Paid (DDP) basis.
This means that:
- Local VAT
- Customs duties
- Import clearance fees
are calculated and collected during checkout whenever applicable.
You will generally not be required to pay additional customs charges upon delivery unless required due to circumstances outside our control (such as customs reclassification or inaccurate information provided during checkout).
Orders are shipped from Japan.
Estimated delivery times are provided during checkout and are estimates only. Delivery may occasionally be delayed due to customs inspections, public holidays, weather conditions, or circumstances beyond our reasonable control.
2. EU 14-Day Right of Withdrawal
If your delivery address is within the European Union, you have the legal right to withdraw from your purchase within 14 days after receiving your order without giving any reason.
To exercise your right of withdrawal, please contact us using the contact details provided on this website before the withdrawal period expires.
After notifying us of your decision, you must return the goods within 14 days.
Return Conditions
Returned products must:
- be unused and in their original condition;
- include all original packaging, labels, accessories, and documentation where applicable;
- be suitable for resale.
Proof of purchase may be required.
You are only liable for any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics, and functioning.
Return Shipping Costs
Unless the return is due to our error or a defective product, customers are responsible for return shipping costs.
Original shipping charges are refunded only where required by applicable EU consumer law.
Exceptions to the Right of Withdrawal
In accordance with Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply to certain products.
Innerwear
For reasons of health protection and hygiene, we cannot accept returns of sealed innerwear once the hygiene seal has been removed after delivery.
Items that have been worn, washed, or are otherwise unsuitable for resale are also not eligible for return.
Embroidery Products
Opened or used embroidery floss, embroidery kits, needles, fabrics, or other craft materials that have been used, altered, or are no longer suitable for resale cannot be returned.
3. Exchanges
We do not offer direct exchanges.
If you wish to purchase a different product, please return the original item in accordance with this policy and place a new order separately.
4. Defective, Damaged or Incorrect Items
Please inspect your order promptly after delivery.
If you receive:
- a defective item;
- a damaged item; or
- an incorrect item,
please contact us as soon as reasonably possible and include photographs where available.
Where a product does not conform to the sales contract under applicable consumer protection laws, we will provide an appropriate remedy, which may include:
- replacement;
- repair (where appropriate); or
- refund,
at no additional cost to you.
Reasonable return shipping costs for such claims will be borne by us.
5. Refunds
Once we receive and inspect the returned goods, we will notify you whether your refund has been approved.
If approved, refunds will be issued using the original payment method without undue delay and no later than 14 days after:
- receiving the returned goods; or
- receiving satisfactory evidence that the goods have been returned,
whichever occurs first, as permitted under EU consumer law.
Please note that your bank or card issuer may require additional processing time before the refund appears in your account.
6. Privacy
Personal information collected in connection with your order is processed in accordance with our Privacy Policy.
For customers located in the European Union, personal data is handled in accordance with applicable data protection laws, including the General Data Protection Regulation (GDPR).