Returns

1. Returns and Exchanges

Returns and exchanges are accepted for "size exchanges of the same product," "defective or damaged products (initial defects)," or "incorrect items received."

If the desired exchange size is out of stock, we will accept a return.

Customers wishing to return or exchange an item must contact us in advance via the inquiry form or customer support, fill out and sign the "Return/Exchange Contact Form," and return it with the product.

Only "size exchanges of the same product" are allowed, limited to one exchange.

 

Notes on Returns and Exchanges

Customers wishing to return or exchange an item should contact us via the inquiry form within 7 days of the product's arrival date.

  • Please ship the returned item within one week after receiving our reply.
  • For returns and exchanges, please be sure to check the FAQ -> Returns and Exchanges section on this website.
  • Products handled by our online store may have minor wrinkles or damaged packaging during delivery. Please note that these are not eligible for return if there is no problem with their use.
  • If you wish to exchange an item and a substitute product cannot be prepared due to inventory status, we may handle it as a return and refund.
  • If there are 4 or more items to be returned or exchanged, please make a copy of the "Return/Exchange Contact Form" and fill it out.
  • If you require a copy of the "Return/Exchange Contact Form," please make a copy yourself.
  • Please keep the delivery slip for returns until the return is completed. (Please refrain from sending by regular mail or letter pack to prevent trouble.)
  • For shipping costs in cases of "defective or damaged products (initial defects)" or "incorrect items received," please return the product with shipping paid by the recipient (cash on delivery).
  • For "size exchanges of the same product," please ship the returned item with shipping prepaid. We will bear the shipping cost for sending the exchanged item. (Excluding sale items.)
  • Returns and exchanges will not be accepted in the following cases:
    • Products returned without prior contact
    • Products that have been more than 7 days since arrival
    • Products that have been used once
    • Products that have been exchanged once
    • Sale items
    • Cases due to customer's convenience, such as a difference in image
    • Exchange for a different product
    • Products that have been altered, washed, or dry-cleaned
    • Products with odors, stains, or scratches caused by the customer
    • Products with damaged, soiled, or lost warranty cards, product tags, price tags, labels, or accessories
    • Products with damaged, soiled, or lost packaging (bags, boxes, etc.)
    • Products where return contact forms, delivery slips, or packing tape are directly attached to shoe boxes or other boxes
    • Cases where the return contact form is not signed
    • Cases where the product description on the website states that returns are not possible

 

2. How to Return

If you wish to return or exchange a product, please be sure to contact us in advance, fill out the return/exchange contact form included with the product, and send it to the address below.

 

DAIWA Shibuya Miyamasuzaka Building 9F, 2-16-1 Shibuya, Shibuya-ku, Tokyo 151-0071
SESSION Inc.
HEREU Official Japan Online Store Customer Support Return/Exchange Reception

*Please keep the delivery slip until the return/exchange is completed.
*When returning, please refrain from using return methods such as Letter Pack or regular mail where a delivery slip record does not remain. In case of delivery problems, compensation will not be applied.

If you return the item with shipping paid by the recipient (cash on delivery), the cash on delivery shipping fee + ¥1,100 (tax included) will be deducted from your refund amount.

3. Refunds

  • After confirming the returned product, we will process the refund.
  • Refunds may take longer than usual during the New Year holidays, Golden Week, and our company's designated holidays.
  • If you paid by credit card, the refund will be issued to the credit card used for the order, through the credit card company. If the billing address and shipping address information differ, the refund will be issued to the billing party (the customer who placed the order).