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As soon as your order arrives, please check the product(s) as quickly as possible.
■ Did you receive a different item than what you ordered?
■ Is the item damaged or soiled?
1. For Made-to-Order Items
• Since each pair is produced after your order, we cannot accept returns or exchanges due to customer convenience.
• As shoes are handmade, there may be individual differences from samples or images. Please be aware of this in advance.
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Case
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Return
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Exchange
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Shipping Cost
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Defective / Incorrect Item
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Our expense
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Different from Image
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Size Doesn't Fit
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Order Error
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2. For Stock Items
• Returns due to customer convenience are not accepted. Exchanges may be accepted under certain conditions.
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Case
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Return
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Exchange
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Shipping Cost
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Defective / Incorrect Item
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△ (Only if in stock)
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Our expense
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Different from Image
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Size Doesn't Fit
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△ (Only if in stock) (Once only for the same product and color)
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Customer's expense
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Order Error
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3. Cases Where Returns/Exchanges Cannot Be Accepted
Returns and exchanges cannot be accepted for items that fall under any of the following categories:
• Items more than 7 days past delivery
• Items that have been used even once (including scuff marks on soles from trying on at home)
• Items with creases from trying on
• Incorrect size for made-to-order items
• Items with glue stains, minor scratches on the sole, or items tried on in-store
• Scratches or dirt on the shoebox before shipping
• Special items such as sale items or samples
• Items purchased from places other than this website or the Kiyosumi-Shirakawa store
• If the shoebox is lost or a shipping label is attached directly to it
• If the "invoice" or "delivery note" is lost
• Minor dirt or scratches that we deem to be "good quality" by our standards
• [Examples] Small amount of glue residue, floating insoles, wrinkles from lasting
• Color and texture appear different from the image
• Odor
Strong rubber adhesive is used in the shoe manufacturing process, and if the delivery period is short, odors may remain.Returns/exchanges based on odor are not accepted.
If you are concerned about the odor, please air the shoes in a well-ventilated, shaded area.
■ Adhesive, manufacturing individual differences, and decorations
・In the shoe manufacturing process, adhesive (glue) is used for sole bonding and finishing treatment.
While we remove as much as possible, due to the materials and structure, some unremovable areas may remain.
These are unavoidable specifications due to manufacturing and do not constitute defective products. They are not eligible for returns or exchanges.
However, if requested, we can re-wipe the glue and re-finish the product at our store. Please consult us first, as we need to inspect the actual product to determine the presence of glue and the feasibility of wiping it off.
・Fabrics with patterns or nap may have variations in how the pattern appears on the left and right, and individual differences. Also, due to small-batch production, the color and texture may vary between lots depending on when the fabric was reordered. We ask for your understanding.
・Please check immediately upon arrival to ensure that decorative items (such as rhinestones, corsages, ribbons, etc.) are not detached from the main body and that no rhinestones are missing. We may not be able to assist with issues that arise after wear. Initial missing rhinestones will be repaired free of charge if we have the corresponding stones in stock (customers are responsible for round-trip shipping costs). Replacement of decorative items will be handled for a fee if stock is available.
4. If You Wish to Exchange/Return
● For defective or damaged items
1. Please check the following immediately upon arrival of the product:
• Whether you received a different item than what you ordered
• Whether the item is damaged or soiled
2. If there is a problem, please contact us by email within 7 days with the following information:
• Order number or receipt number
• Your name
• Product name
• Reason for return or exchange
3. We will send you an email regarding the return method.
• If the item is out of stock, we will issue a refund or require additional time to remake the item.
5. Exchanges Due to Customer Convenience
• Exchanges are limited to one time only and subject to stock availability.
• Please contact us by email with the following information:
• Order number or receipt number
• Your name
• Product name
• Desired size
• Reason for exchange
● Shipping Costs
• Return shipping cost: Customer's expense (prepaid)
• Shipping cost for exchanged item: Cash on delivery (customer's expense)
6. International Orders
• We only accept returns/exchanges for defective or damaged items. Returns or exchanges due to customer convenience are not accepted.
• The conditions for acceptance and excluded items are the same as for domestic orders in Japan.
【Shipping Address for Returns/Exchanges】
〒135-0023
Fukadaso Room 201, 1-9-7 Hirano, Koto-ku, Tokyo
Lotta Design Inc.
