Refund policy

🛍️ Return, Exchange & Refund Policy (Domestic/Overseas)

📢 Important Notes

  • [Made-to-Order Items] Since each pair is produced individually upon receiving your order, we cannot accept any returns, exchanges, or cancellations for personal reasons. Thank you for your understanding.
  • [Purchases via Instagram] As there may be differences between Instagram's policies and ours, please ensure you review this page thoroughly.

■ Eligibility and Conditions (Japan Domestic)

Sales Type Reason Return Exchange Shipping Fee
Made-to-Order Customer Reasons (Change of mind, wrong size, ordering error, etc.) ✕ ✕ -
Defective or incorrect items 〇 〇 (If in stock or reproducible) Borne by us
In-Stock Items Defective or incorrect items 〇 △ (Subject to availability) Borne by us
Size does not fit ✕ △ (One time only, same item/color, subject to availability) Borne by customer
Other customer reasons (Change of mind, ordering error, etc.) ✕ ✕ -

1. Items Ineligible for Returns/Exchanges (Common Exclusion Criteria)

Items falling under the following categories cannot be returned or exchanged for any reason.

Exclusion Criteria Details
Time Limit Exceeded More than 7 days have passed since delivery.
Used/Worn Items Items that have been used even once (including scuff marks on soles from indoor testing).
Condition during Fitting Items that developed creases or wrinkles during fitting.
Made-to-Order Items Size issues regarding Made-to-Order items.
Special Items Sale items, samples, or other special promotion items.
Purchase Origin Items purchased anywhere other than this site or our Kiyosumi-shirakawa store.
Missing Accessories Loss of the shoe box, or if a shipping label is attached directly to the shoe box.
Missing Documents Loss of the Statement of Account or Delivery Note.

2. Exclusions Based on Manufacturing Specifications (Items Not Considered Defective)

The following occurrences are considered "Non-defective" according to our standards and are not eligible for returns or exchanges.

  • Minor Imperfections: Small amounts of glue residue, slight lifting of the insole, wrinkles from the lasting process, or minor scratches on the outsole.
  • Odor: We use strong rubber cement during manufacturing. If the time from production to delivery is short, a scent may remain. This can be reduced by airing them out in a well-ventilated, shaded area.
  • Individual Differences: Colors or textures may appear different from images. For patterned or haired fabrics, the pattern placement and color tones may vary between pairs or production lots.
  • Embellishments: Issues with bijoux, corsages, etc., that occur after wearing and were not reported immediately upon arrival.

📌 Regarding Glue Residue: Upon request, we may be able to re-finish or wipe away excess glue at our store. Please consult us first (round-trip shipping costs will be the customer's responsibility).

■ Contact and Shipping for Returns/Exchanges

1. In Case of Defective or Damaged Items (Shipping borne by us)

  1. Within 7 days of arrival, please contact us via email with your Order Number, Name, Product Name, and Reason for return/exchange.
  2. We will send an email regarding the return procedure. Please return the item via Cash on Delivery (payment at our expense).
  3. If the item is out of stock, please allow several days for a refund or reproduction.

2. Exchanges for Customer Reasons (Shipping borne by customer)

Limited to In-Stock items, we accept a one-time exchange for the same item and color (subject to availability).

  1. Within 7 days of arrival, please contact us via email with your Order Number, Name, Product Name, Desired Size, and Reason for exchange.
  2. We will send an email regarding the return procedure.
  3. Return shipping costs are the responsibility of the customer (Prepaid). Do not stick shipping labels directly onto the shoe box; please wrap it in packaging materials.
  4. The shipping cost for sending the exchanged item will be Cash on Delivery (borne by the customer).

【Shipping Address for Returns/Exchanges】

LOTTADESIGN.inc
Fukadaso 201, 1-9-7 Hirano, Koto-ku, Tokyo, 135-0023, Japan

■ Refund Process (Japan Domestic)

Refunds will be processed once the returned item arrives.

1. Credit Card Payments

  • If the payment has not been processed: We will cancel the transaction.
  • If the payment has already been debited: The refund will be issued by your credit card company. The time required for the refund depends on the card issuer; please contact them directly for details.

2. KOMOJU (Convenience Store / Pay-easy) Payments

You will need to provide your bank account details to KOMOJU, and the refund will be issued directly from KOMOJU.

  • Refund Amount: The total (Product price + shipping + tax) minus the KOMOJU Refund Fee (Convenience Store: 1,500 JPY / Pay-easy: 190 JPY).
  • Note: Refunds cannot be processed if the refund amount is less than the fee. Processing may take approximately 10 days.
  • Cancellations: Please contact us via email with your order number and name before the payment deadline.

■ Overseas Policy

  • We only accept returns/exchanges for defective or damaged items. We cannot accept any returns, exchanges, or cancellations for personal reasons.
  • The conditions for eligibility and the "Common Exclusion Criteria" listed above apply to overseas orders as well.

■ Distributor Information

  • Distributor: LOTTADESIGN.inc
  • Representative: Masami Tauchi
  • Location: Fukadaso 201, 1-9-7 Hirano, Koto-ku, Tokyo, Japan
  • Phone number: +81-90-2129-4596 (Japanese only)