Refund policy

Returns & Refund Policy

We want you to be satisfied with your purchase. Because items are shipped internationally direct from Japan, please review the conditions below before requesting a return.

1. Eligible Returns

Items purchased on this store may be returned if they meet one of the following conditions:

  • Damaged in transit — items that arrive broken, defective, or unusable due to shipping. Please inspect your parcel on delivery; if the outer packaging is clearly damaged, note this with the carrier where possible, and keep all packaging.
  • Wrong item received — the item received does not match the product described on this store (e.g. obvious differences in shape, size, color, or model that can be judged on inspection).
  • Quality defect — a manufacturing defect that prevents normal use, reported within 15 days of delivery. Examples: apparel with misaligned stitching, large holes, broken zippers, or large stains that cannot be removed; footwear with severe sole separation, cracking, broken heels, open seams, or protruding nails.

2. Not Eligible for Return

  • Items altered, washed, used, or damaged by the customer after delivery.
  • Minor differences that are not defects: slight color variation due to photography/lighting or screen display; measurement tolerances of about 2–3 cm for apparel; minor loose threads, wrinkles, size or color variation arising from brand craftsmanship, production batch, or manufacturer updates.
  • Reasons arising from the customer's personal preference or use environment rather than an actual fault of the item.
  • Items excluded by law or by these store rules.

3. Return Requirements

When requesting a return, please ensure:

  • All tags, accessories, and original packaging are returned with the item.
  • Any authenticity labels or seals are intact (not removed, torn, or altered).
  • For sets or multi-piece items, all pieces are returned together.

Returns that do not meet these requirements may be declined.

4. Cross-Border Returns

Orders ship internationally from Japan. If a return is due to our error (damaged, wrong, or defective item), we will cover reasonable return costs. For returns for any other reason, the customer is responsible for return shipping and any customs duties or import taxes already incurred; original shipping fees and import charges are non-refundable.

To start a return, please contact us within 15 days of delivery at support@onecart.jp with your order number and photos of the issue. Do not send items back before receiving return instructions.

5. EU & UK Customers — Right of Withdrawal

If you are a consumer resident in the European Union or the United Kingdom, then in addition to the conditions above you have the right to cancel your order within 14 days of receiving the goods, without giving any reason.

  • To exercise this right, notify us at support@onecart.jp within 14 days of delivery (a clear statement of your decision is sufficient).
  • Return the goods within 14 days of notifying us. You bear the direct cost of return shipping and any import charges already incurred.
  • We will refund the price of the returned goods within 14 days of receiving them back, or of receiving proof that you have sent them back (whichever is earlier), using your original payment method.
  • You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning; we may deduct such loss in value from your refund.
  • Exceptions: the right of withdrawal does not apply to goods made to order or personalized, or to sealed goods that are not suitable for return for health or hygiene reasons if they are unsealed after delivery, to the extent permitted by law.

6. Refunds

Once your return is received and approved, your refund will be issued to your original payment method. Depending on your bank or card issuer, please allow approximately 2–10 business days for the refund to appear. Where a statutory withdrawal or consumer-law deadline applies (such as the EU/UK 14-day period above), we will meet that deadline.

Questions? Contact us at support@onecart.jp.