Delivery & Returns

A. Shipping Policy

1. Shipping Fee

2. Delivery Area

We currently deliver only within Japan. Please note that we do not ship to P.O. boxes, military bases, or consolidated shipping warehouses.

3. Delivery Conditions

Orders are shipped Monday through Friday (excluding national holidays). Orders placed after 5:00 p.m. on Friday, or on Saturday or Sunday, will be processed for shipment on the following Monday (or the next business day if Monday is a holiday).

The estimated delivery date is provided for reference only and may vary depending on actual shipping conditions. If the product cannot be delivered due to incomplete or incorrect information provided by the customer, the item will be returned to the Company. In such cases, the customer shall bear all resulting shipping and handling costs. If a refund is issued, the Company will deduct the amount equivalent to such costs from the total refund.

The Company reserves the right to limit the quantity of items shipped to a customer. If the Company determines that the quantity ordered is excessive, it may ship the order in multiple shipments. In such cases, the customer shall bear the shipping costs for each shipment.

4. Delivery Timeframe

We will ship orders within three (3) business days after the order is received.

B. Return Policy

Returns, refunds, and exchanges—including those related to defective products—shall be handled in accordance with this Return Policy.

1. Returns

Returns are accepted only for products that meet the conditions set forth below. If a returned product does not meet these conditions, the item will be sent back to the customer’s address. The Company reserves the right to investigate and take action in the event of repeated or suspicious return activity.

(Return Period)
Returns must be made within 14 days after the customer receives the product. The returned item must be shipped back to the Company by the final day of the return period.

(How to Return)
Products must be returned in their original packaging and in unused condition, with the original quality control tag (with anti-tamper strap) still attached to the product.

(Non-Returnable Items)
The following items cannot be returned:

• Items returned after the 14-day period
• Items for which a return request was not submitted via email
• Used items (including items missing tags, packaging, or other accessories)
• Sale or discounted items, or items purchased as part of a promotional gift set
• Damaged or soiled items (including those with pet hair, dust, etc.)
• Altered or hemmed items (including custom-ordered products)
• Items missing accessories or with damaged/soiled accessories
  Accessories may vary depending on the product but typically include:

  (i) Tags attached to the product (not removed),
  (ii) Packaging,
  (iii) Spare buttons,
  (iv) Gift boxes,
  (v) Storage bags, and
  (vi) Novelties
• Used or secondhand items
• Socks, underwear, and masks
• BESPOKE items, crossover items, lighters, figurines, and skateboards

2. Refunds

(Refund Processing Timeframe)
Refunds will be processed within 14 days after the Company receives the returned item(s), provided that the return meets the conditions set forth in Section 1 above.

(Refund Method)
Refunds will be made using the same payment method used at the time of purchase. Specifically, for items paid by credit card, refunds will generally be issued to the same credit card. If a refund cannot be issued to the original credit card for any reason, the Company may process the refund through an alternative method at its discretion.
If all purchased items are returned, the full product amount including tax will be refunded, excluding shipping fees. If only part of the order is returned, the Company will refund only the amount (including tax) for the returned items, and shipping fees will not be refunded.

3. Exchanges

(Eligible Items and Conditions for Exchange)

• Exchanges are only accepted for the same product style in a different size. However, exchanges may not be possible if the requested size is out of stock. In such cases, a refund will be issued using the original payment method.
• Each item is eligible for exchange only once. Therefore, exchanged items are not eligible for return, refund, or further exchange.
• The following items cannot be exchanged:
  
• Used items (including items missing tags, packaging, or accessories)
• Damaged or soiled items (including items with pet hair, dust, etc.)
• Hemmed or altered items (including items purchased as custom orders)
• Items missing accessories or with damaged/soiled accessories. Accessories may vary by product, but typically include:
  (i) Price and product tags (must remain attached),
  (ii) Packaging,
  (iii) Spare buttons,
  (iv) Gift boxes,
  (v) Storage bags, and
  (vi) Novelties
• BESPOKE items, crossover items, lighters, figurines, and skateboards

(Packaging for Exchange)
Items must be returned in their original packaging and in original condition, with the quality control tag featuring a disposable anti-tampering strap still attached to the product.

4. Return, Refund, and Exchange Procedure

• To request a return or exchange, please first contact us by email at cs@evisu.com.
• To initiate a return or exchange, package the item securely, enclose a note with your order number, and also write the order number clearly on the outside of the box. Then send the package to the address below within 14 days of receiving the product.
  

  Please note that all shipping and handling costs related to returns or exchanges must be borne by the customer.

  Return / Exchange Address
  EVISU JAPAN Co., Ltd.
  3F, VORT Ebisu V
  3-17-15 Higashi, Shibuya-ku
  Tokyo 150-0011, Japan
  

• After shipping the return or exchange item, please notify us by email at the address above with the tracking number and the name of the courier service used.
• You are responsible for the proper handling of returned or exchanged items. If the item is damaged or lost before it arrives at our warehouse, the Company will not be held responsible, and no return, refund, or exchange will be granted for such items.
• Returns must be made using a carrier of your choice. We recommend using a safe and trackable shipping method and retaining the shipping documents until the return is fully completed.

5. Defective Products

(Regarding Defective Products)
If the product has a defect in quality at the time of delivery, it shall be treated as a defective product.

(Products Not Treated as Defective)
The following items will not be treated as defective and cannot be returned as defective products:

• Used items (including those missing tags, packaging, or other accessories)
• Items that became defective after being received by the customer, rather than at the time of delivery

(Exchange of Defective Products)

• All shipping and handling charges associated with the exchange of defective products will be borne by the Company.
• If the item is determined to be defective, it will be replaced with a non-defective item. However, if no replacement stock is available, the Company will issue a refund of the product price, including tax and shipping costs.
• If you believe you have received a defective item, please immediately contact us by email at cs@evisu.com and attach a photo of the defective item. Our Customer Service team will respond accordingly.
• When returning a defective product, please ensure that the identification tag and disposable anti-tamper seal remain attached.