Thank you for purchasing our products.

To protect your rights, please carefully read the following return and exchange policy before making a purchase：

1.  Return and Exchange Conditons

If the product is defective or an incorrect item was shipped, please contact our customer service within 7 days of receiving the product. Kindly provide clear photos and your order information. We will assist you with the return or exchange process.

• Returns and exchanges are only accepted under the following conditions：

(1)The product is clearly defective or damaged.

(2)The received product does not match the order.

2. Situations Not Eligible for Return/Exchange

• We kindly ask for your understanding that returns or exchanges will not be accepted in the following cases：

(1)Differences in color or appearance due to monitor settings or personal perception.

(2)Personal reasons such as incorrect size selection or style not meeting expectations.

(3)Product has been used, washed, unsealed, or has damaged packaging affecting resale.

(4)Return request made more than 7 days after the package was delivered (based on logistics system delivery date).

(5)Malicious or excessive returns.

3. Return/Exchange Procedure

• Please contact our customer service with the following information：

(1)Contact us within 7 days of product delivery.(You must provide your order number, name, and reason for the request.)

(2)To verify product condition, we may request an unboxing video and photos of the product, packaging, and accessories.

(3)Once confirmed that the product meets the return/exchange criteria, our customer service team will contact you for confirmation.

4. Notes

• If the return is due to a defect or incorrect shipment, we will cover the international return and reshipping costs.

• Return requests not related to product issues will not be accepted.

5. Additional Notes

• All items are shipped directly from Japan, so return/exchange processing times may be longer than standard orders.

• If a package is returned due to refusal to accept or incorrect address, handling and shipping fees may apply.

• If a product is out of stock or discontinued, a full refund will be issued for the item.

6. Refunds and Replacements

• Refunds：

Credit Card： Refunds will be processed back to the original credit card after return confirmation.

Cash Payments： Refunds will be transferred to the bank account you provide after return confirmation.

• Replacements:We will resend any missing or defective items to the address specified by the customer.

7. Contact Customer Service

• Email : [email protected]

• Chinese Customer Service : +81 6-6226-7465

      (Service Hours : 9:00 AM – 6:00 PM JST)

• Contact us via our official LINE account : @kokokara.co