ReturnsReturns, Exchanges & Cancellations
Returns & ExchangesPolicy
If we made an error or the item was damaged in transit
If you received the wrong item due to our error, or if the item was soiled or damaged during delivery, we will accept a return or exchange.
We will cover the shipping costs. Please contact us within 7 days of receiving your order, then return the item cash on delivery using a trackable shipping method such as a courier service.
To prevent accidents, please do not return items by regular mail.
For reasons of personal preference
We are unable to accept returns or exchanges for reasons of personal preference.
Return & Exchange Process
- 01
Contact Us
Within 7 days of receiving your order, please email us with the details below. We will then let you know where to send the item.
Information to include
- Your name
- Order number
- Product name
- Quantity
- Date received
- Size (if applicable)
- Reason for return or exchange
- For returns: your refund account details (bank name, branch name, account number*)
*We are unable to issue refunds to an account held in a name different from that of the person who placed the order.
- 02
Our Confirmation
After reviewing your email, we will contact you with the return address and shipping instructions.
- 03
Return the Item
Within one week of receiving our confirmation email, please pack the item together with the quality certificate and all other contents, and send it to us using a trackable method that provides proof of shipment.
- 04
Inspection & Approval
Once we have received and inspected the item, and if there are no issues, we will email you to confirm that your return or exchange has been accepted. We will then process your refund or arrange your exchange.
- 05
Refund or Exchange
For returns
・If you paid by bank transfer, we will refund the purchase price to your designated account from “カ)オハラパール” within 5 business days of confirming your return. (Bank transfer fees are to be paid by the customer.)
・If you paid by credit card, we will process the refund through your card company within 5 business days of confirming your return. Refund timing varies by card company, so please contact your card issuer for details.For exchanges
After confirming your exchange, we will arrange the replacement item. Please allow approximately 4 weeks after arrangement. Once the replacement has shipped, we will notify you by email.
CancellationsPolicy
As a general rule, we are unable to accept order cancellations before delivery. We appreciate your understanding.