About returns and exchanges

Every effort has been made to display the colors and textures of the products posted on the website as accurately as possible.
However, since monitors vary depending on the device and browser environment, we cannot guarantee complete accuracy.
In the case of a return due to the customer's circumstances (the image is different, the size does not fit, the wrong order, etc.), we apologize, but the customer will be responsible for the round-trip shipping fee.
In addition, all products are inspected before delivery, but if the product is defective or the wrong product is delivered due to our responsibility, we will cover all shipping costs. We will cover the cost and send you a replacement product.
The Home Try On service, which allows you to try on shoes and clothing for free at home, is applied.
What is Home Try On? See here
  
1. Conditions for returns and exchanges
■Within 10 days after receiving the product
■The product must be unused and in the same condition as when it arrived
■All tags and packaging must be attached
■ Boxes for shoes, etc. are not damaged
■Return from the address you ordered
Please note that we cannot accept returns for the following items.
■ Sale items
■ Products that remain worn
■ Products that have been repaired, washed, or cleaned
■Products with damaged or lost accessories such as tags, labels, or boxes (excluding initial defects)
■Products with damaged or lost accessories such as buttons and strings (excluding initial defects)
■If 11 days or more have passed since the product arrived without any special reason
■Products with stains, scratches, or odors attached by the customer
■Products purchased outside of this site (we will check your purchase history)
■If you place multiple orders, we cannot accept partial cancellations.
Please cancel all orders and place a new order.
* Socks, tights, swimsuits, umbrellas, and parfums are up to you
No returns or exchanges are allowed
2. Return procedure
Please let us know the following by phone or email within 10 days after the product arrives.
03-6427-4401
boutique@kiwanda.jp
■ Order number
Your name
■ Contact information (phone number or email address)
After contacting us, please return the item to the address below.
〒150-0002
Vortex Aoyama 101, 4-2-27 Shibuya, Shibuya-ku, Tokyo
KiwandaKiwanda
03-6427-4401
 Please send by cash on delivery.
 Please bear the shipping costs.
3. Refunds
■We will confirm the arrival of the returned item, and if it does not meet the conditions for non-returnable items, we will refund the price minus the shipping fee.
■For cash-on-delivery and convenience store payments, we will refund the amount after deducting the shipping fee to your designated account.
■If you pay by credit card, we will process the refund after deducting the shipping fee.
*If the product is returned or exchanged at our responsibility, a full refund will be given.
4. Exchange of ordered products
Customers are responsible for the shipping costs for exchanging non-defective products with other product numbers or different colors.
Please send us the item you wish to exchange with prepayment, and we will ship the replacement item with cash on delivery after confirming the arrival.
5. Cooling-off system
The cooling-off system applies to door-to-door sales and is not required to apply to mail-order sales.
Please note that the cooling-off system does not apply to this site, as it is a mail-order sale in which the customer accesses and purchases.
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