Please contact the online store first for returns or exchanges of items purchased at the online store. Please contact the online store first if you wish to return or exchange items purchased at the online store.
＜Cancellation>
Orders can be canceled from your order history.
If you have purchased multiple items, please cancel the entire order and purchase again.
Products that are not eligible for cancellation are as follows
- Products that have already been shipped
- Products made to order
Cancellations can be made from the order history of the member's information.
Return Policy
You may return any item purchased from our store, except for cases or products that are not acceptable for return. If you wish to return an item, please check the details below and contact us using the Contact Us form.
If the product you received is defective, we will exchange it for the same item.
If we are unable to provide a replacement product, we will refund your money. We ask for your understanding in such cases.
If you wish to exchange an item that is not defective, please return the item(s) in your possession and place a new order.
If you wish to return or exchange an item other than those listed below, please contact our customer support within 7 days of receipt of the item.
If you do not contact us within 7 days of receiving the product, we will not be able to accept your request. （Please check the product once you remove it from the packing material upon arrival.)
If you wish to exchange the item for another item, or for the same item in a different color or size, please return the item and place a new order for the item you wish to exchange.
*We will only accept requests for exchanges if the item is defective. However, if we do not have the same product in stock, we will treat it as a return.
Cases in which returns are not accepted
Products that have been used once
If you do not contact us within 7 days after receiving the product.
If you do not return the merchandise within 7 days of receiving it from our customer support.
Merchandise that has been altered or cleaned by the customer
Merchandise that has been scratched, stained with perfume, cosmetics, etc. (*Please be careful not to scratch the soles of your shoes in particular.)
Products that are not returned in the condition in which they were delivered, including tags, stickers, cases (boxes, bags, etc.), accessories, etc.
If you return the product with the parcel slip attached directly to the box (shoe box, etc.) in which the product was shipped.
Products that come in direct contact with the skin, such as accessories, socks, tights, etc.
If you do not contact us in advance to return the item to us
If we deem the item to be in poor condition for return.
Products that are marked “non-returnable” on the product page.
If you wish to exchange an item that is not defective.
Wrinkles in the product (due to transportation and packaging, wrinkles may occur)
We only accept exchanges for defective products.
Return shipping charges
We will bear the shipping costs associated with the return of merchandise for “returns and exchanges” at our convenience, such as when “defective merchandise” or “merchandise that is different from your order” is received.
Please note that customers are responsible for shipping costs associated with the return of items that are returned for their own reasons, such as “the size does not fit” or “the image is different from the original.
Please note that the cash on delivery fee for payment will not be included in the refunded amount.
How to return or exchange an item
(1) Contact for return or exchange of items
Please contact us within 7 days of receipt of the merchandise by using the Contact Us Form and provide us with the following information.
Order number
Order date
Payment method
Return/exchange item number
Reason for return/exchange
We will contact you shortly with detailed return instructions.
Please note that we will not be able to accept your return if we do not hear from you within 7 days of receipt of the merchandise.
Please contact us with the necessary information and details of the defect using the Inquiry Form.
We will arrange for a replacement product as soon as we receive your contact.
We will contact you again when the product is ready.
(2) Packing of returned merchandise
Please pack the relevant item(s). You may use the packing materials used for the delivery. Please send the product together with the tags, stickers, etc. that were attached to the product.
Please note that we will not be able to accept your return if you do not send the tags, stickers, etc. together with the returned merchandise.
For items such as shoes and accessories that have a case (box, bag, etc.), the case is part of the merchandise, so please send it back in the same condition as when you received it. We will not be able to accept returns or exchanges if the case is returned as packing material.
(3) Return shipping
In order to prevent loss or undelivery, please send the product back by a courier service or Yuh-Pack, which can confirm receipt.
We do not accept non-standard-sized items, mail, LetterPack, etc.
If the product you received is defective.
If the item is different from the one you ordered, or if there are too many items in your order, etc.
In the case that the product is not in accordance with the customer's reason, such as “the image is wrong” or “the size does not fit”.
If the return is made at the customer's convenience and sent back by cash on delivery, we will refund you the amount of money after deducting the shipping cost.
In the case of an exchange, no refund will be processed.
We will pay for the shipping cost of resending the item.
Returns for credit card payments
We will cancel the payment or change the amount of payment to your credit card company.
Please return the product to the designated return address, and we will cancel the payment or change the amount of payment to your credit card company within 10 days after the product arrives (after we process the return).
Cash on Delivery Returns
We will transfer the money to your designated bank account.
After we receive the returned merchandise, we will refund the money within 15 days. (Excluding periods when banks are closed for long periods of time, such as during the year-end and New Year holidays.)
In the case of a return for the customer's convenience, the amount of the refund will be deducted from the product price for bank transfer fees (bank transfer fees are not included in the refund). (Please check here for the bank transfer fee.)
Refund timing and method
Refunds will be made on the following basis. (except for periods when banks are closed for long periods of time, such as during the year-end and New Year holidays)
Cash on delivery payment
Within 15 days after the returned merchandise arrives at our store (after we process the returned merchandise).
Credit card payment
Within 10 days after the returned merchandise arrives at our store (after we process the returned merchandise), we will cancel the payment or change the amount of payment to your credit card company. In the event that the credit card company debits your credit card, the refund may be made in the month following the month of debit or the month following the month following the month of debit. Please check with your credit card company regarding the timing of the refund after the debit has been made.
If you have any other questions, please feel free to contact our Customer Center.
Please refrain from using debit cards and other non-credit cards. (Please note that it may take up to 75 days to process an order if there is a double debit or if a return or cancellation is made. Please check with your credit card company for the refund period.)
For inquiries regarding returns and exchanges, please contact
Maison Shun Online Store Customer Support
E-mail: info@maisonshun.art