How can I return my order?Updated a month ago

How to Return Your Order

1. Check Return Eligibility

• Return Window: Request a return within 7 days of delivery

• Condition: Items must be unused, unwashed, with all tags & packaging

• Non-Returnable:

  • Sale/discounted items

  • Free gift promotions

  • Packing cubes & suitcase covers (hygiene reasons)

2. Notify Us First

⚠ Required Step: You must email us at global.clientcare@acejpn.com or message via live chat before shipping your return.

• Include:

  • Order number

  • Item details

  • Reason for return

Returns shipped without prior approval will be refused and sent back to you.

3. Pack & Ship Your Return

• Include the original invoice and all accessories

• Use a tracked shipping method with signature confirmation

• Label package: "Return shipment to Japan" + invoice number

• Email us your tracking number

 Return Shipping Costs:

• Our mistake (wrong/defective item): We cover costs

• Your decision (e.g., wrong size): You pay return shipping + any customs fees

4. Receive Your Refund

• Processing Time: 3-7 business days after we receive your return

• Options:

  • Original payment method (shipping fees deducted if order no longer qualifies for free shipping)

  • Store credit (no deduction for original shipping)

Tip: Refunds may take up to 30 days to appear in your account. Contact us if you don’t see it by then.