Refund policy

Cancellation, Returns, and Exchanges

 

1. Order Cancellations

 

As a general rule, we do not accept cancellations requested by customers after an order has been confirmed.

Please review your order details carefully before completing your purchase.

Made-to-order and pre-order items are prepared based on each customer’s order. Therefore, cancellations, changes, and refunds cannot be accepted once an order has been confirmed.

 

2. Returns and Exchanges for Customer Convenience

 

We do not accept returns or refunds for reasons of customer convenience, including incorrect sizing, differences from the customer’s expectations, or ordering the wrong item.

However, size exchanges may be accepted only when the requested replacement size is in stock and all of the following conditions are met:

  • You contact us within 5 days of receiving the item.
  • The item has only been tried on indoors and remains unused and unwashed.
  • All product tags, accessories, and original packaging are included.
  • The item has not acquired any odors, stains, damage, or other signs of use while in the customer’s possession.
  • The item was purchased through our official online store.
  • The item is not a sale item or a made-to-order item.

Size exchanges are limited to one exchange per order.

All costs associated with an exchange, including return shipping, reshipping of the replacement item, customs duties, import taxes, handling fees, and any other applicable charges, are the customer’s responsibility. Items returned without contacting us in advance may not be accepted for exchange.

If the requested replacement size is unavailable, an exchange for another in-stock item of equal or greater value may be accepted.

If the replacement item is more expensive than the original item, the customer will be required to pay the difference.

Please note that replacement items cannot be reserved when we receive your exchange request. Stock availability will be confirmed only after the returned item has arrived and its condition has been inspected.

 

3. Defective or Incorrect Items

 

If an item has an initial defect or if you receive an item different from what you ordered, please contact us through the CONTACT form within 5 days of delivery. Please include your order number and photographs clearly showing the issue.

After reviewing the information provided, we will advise you on the return or exchange procedure.

If we determine that the item is defective or was sent incorrectly, we will cover the return shipping and the cost of shipping the replacement item.

If a replacement item is unavailable, we will issue a refund for the item.

However, returns or exchanges may not be accepted, even for defective items, in the following circumstances:

  • More than 5 days have passed since the item was delivered.
  • The item has been used.
  • The item has been washed, dry-cleaned, altered, or repaired.
  • The item has acquired odors, stains, scratches, or other damage while in the customer’s possession.
  • Product tags, accessories, or original packaging have been lost or damaged.
  • The item was not purchased through our official online store.
  • We otherwise determine that accepting the return or exchange would be inappropriate.

Color irregularities, holes, distressing, variations in measurements, texture, and other characteristics described on the product page as part of the processing method or material are not considered defects.

 

4. Returning an Item

 

Before returning an item, please contact us through the CONTACT form and include your order number and the reason for the return or exchange.

Please return the item only after receiving instructions from us.

Keep your shipping receipt and tracking information until the exchange or refund process has been completed. To prevent delivery-related issues, please do not use an untracked shipping method, such as standard unregistered mail.

Shoe boxes, product packaging, bags, cases, and other accessories are considered part of the product. Please place the item and its original packaging inside a separate shipping box or bag. Do not attach a shipping label directly to the product packaging.

 

Return Shipping Costs

  • Size exchanges requested for customer convenience: Please return the item with shipping prepaid. All return shipping, reshipping, customs duties, import taxes, handling fees, and any other applicable charges are the customer’s responsibility.
  • Defective or incorrectly shipped items: Please return the item using the collect-on-delivery method specified in our instructions.

Return Address

REMI RELIEF ONLINE
1-32-8 Nakamachi, Meguro-ku
Tokyo 153-0065
Japan

 

5. Refunds

 

After the returned item has arrived and its condition has been inspected, the refund will generally be processed through the original payment method within 7 business days.

Depending on the processing schedule of your credit card company or payment service provider, it may take additional time for the refund to appear in your account.

Please note that returns and refunds requested for reasons of customer convenience are not accepted.

 

6. Cooling-Off Period

 

The cooling-off system applies to certain types of sales, such as door-to-door sales.

As purchases made through our online store are classified as distance-selling transactions initiated by the customer, the cooling-off system does not apply.

Thank you for your understanding.