Returns and Refunds Policy

About product returns and exchanges

1. Product returns and exchanges will only be available if the reason is due to product defects, incorrect product, or other reasons attributable to our company, and if the Member contacts our customer support (ononesownofficial@gmail.com) by email within the period specified by our company (within 7 days) after receiving the product.

When contacting us, please include the following information in your email:
(1) Your order number, your name and phone number when placing your order
(2) Your choice of return or exchange and your reason for wanting to return or exchange the product
(3)Product name, price, quantity
(4) Your desired bank transfer details (only for those who wish to return an item)
(5) Name of financial institution, branch name, type, account number, and name (written in katakana)

3. Please note that we cannot accept returns or exchanges in the following cases:
(1) Discounted items, sale items, pre-order items, and items for which it has been advised at the time of sale that they cannot be returned or exchanged.
(2) If the product has already been used (e.g., a product that has been clearly worn but not tried on, a product that has been washed, etc.)
(3) If scratches, dirt, odor, or product defects occur due to reasons attributable to the member.
(Products that have become dirty or damaged while in the customer's possession, or products where accessories, delivery notes, product tags, or labels have been removed or lost)
(4) If the condition of the returned product is significantly different from that of the product when it was delivered (including cases where the condition of the box or accessories is different).
(5) If the item is different from what the member expected, does not suit the wearer, the size is not suitable, or other reasons are the member’s own.

(6) Tatami wrinkles, odors, etc. are not considered defective products.

(7) We do not accept returns or exchanges of headwear or items that come into direct contact with the skin (turtleneck sweaters, swimwear, leggings, tights, etc.) after they have been tried on.

(8) Products for which no prior communication has been made, regardless of the reason.
(Please note that if you return the item cash on delivery without contacting us in advance, we will refuse to accept it.)

(9) If more than 7 days have passed since the product arrived.

* Normally, if your package is returned due to an extended absence, you will be responsible for the shipping and handling fees.

* Due to the nature of fabric products, there may be an error of about 2 cm in the actual measurements on the size chart.
Products with a size difference of up to 2cm from the size chart will be subject to return or exchange at the customer's discretion, and shipping costs will be borne by the customer.

4. Exchanges are only available for changes in color or size of the same product number. Please note that we cannot accept exchanges for products with different product numbers.

*Customers will be responsible for shipping and handling fees for returns and exchanges due to customer convenience. The handling fee for returns is usually 10% of the product price.
If the product you receive is different from the one you ordered, or is damaged or soiled, we will promptly replace it.

5. If within 7 days of receiving the product, the member sends us an email with a request for return or exchange, stating the reason for the return, and we determine that the product needs to be inspected and reply to that effect by email, the member must promptly send the product to us using the method specified by us. If we determine that the product you sent needs to be exchanged, we will exchange it for an equivalent product, or if we do not have an equivalent product in stock, we will refund the purchase price. We will cover the shipping costs for returns and exchanges due to product defects, incorrect products, or other reasons attributable to our responsibility.
6. If a member returns a product to our company without contacting us in advance, our company may re-return the product to the member. In addition, we may charge the member for the cost of returning the product.

If the product you receive is defective or has been delivered by mistake, we apologize for the inconvenience, but please contact us within 7 days of receiving the product and tell us the reason for return.

We will contact you later regarding the return address and shipping costs (covered by us).

・Return and exchange information
Email: ononesownofficial@gmail.com
Business hours: 9:00-12:00, 13:30-17:00 (weekdays)
*We are closed on New Year's holidays, Saturdays, Sundays, and public holidays.