1. Returns and Exchanges

We only accept "size exchanges for the same product," "product defects or damage (initial defects)," and "delivered products that are different from the order." If you wish to return or exchange an item, please contact us in advance using the inquiry form or customer support, fill out and sign the "Return and Exchange Contact Form," and return it together with the product. Only "size exchanges for the same product" are allowed once.

Notes on returns and exchanges

If you wish to return or exchange an item, please contact us via our inquiry form or call customer support within 7 days of receiving the item.

  • After receiving our reply, please ship the item back within one week.
  • When returning or exchanging an item, please be sure to check the FAQ page on this website: Returns and Exchanges.
  • Products sold in the online store may have small wrinkles or damage to the packaging during delivery. Please note that if there is no problem with use, the product will not be eligible for return.
  • If you wish to exchange an item, we may accept a return or refund if a replacement item is not available due to stock availability.
  • If you wish to return or exchange 4 or more items, please copy and fill out the "Return/Exchange Notification Form".
  • If you need a copy of the Return/Exchange Form, please make a copy yourself.
  • Please be sure to keep the copy of the shipping slip when returning the item until the return is complete. (Please refrain from using regular mail or other methods of delivery that do not leave a copy of the shipping slip number to prevent any problems.)
  • If the product is defective or damaged (initial defect) or if the product you received is different from what you ordered, please return the product by cash on delivery.
  • In the case of "size exchange of the same product", please send the returned item with prepaid shipping. We will cover the shipping costs for the exchanged product.
  • We cannot accept returns or exchanges for products purchased using coupons, except for defective products.
  • We cannot accept returns or exchanges in the following cases:
    • Items returned without a return notification
    • Products that have been delivered more than 7 days ago
    • Products that have been used once
    • Items exchanged once
    • Sale items
    • When the product is different from the image, etc., due to customer's convenience
    • Exchange for a different product
    • Items that have been altered, washed, or cleaned
    • Products that have become smelly, dirty, or scratched while in the customer's possession
    • Products with damaged, defaced or missing warranty cards, product tags, price tags, labels, accessories, etc.
    • Products with damaged, soiled or missing packaging (bags, boxes, etc.)
    • Items with return slips, shipping slips, or packing tape attached directly to the box, such as shoe boxes
    • If the return slip is not signed
    • If the product description on the website states that it is non-returnable

2. Return Policy

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.

1F Tokken Nagai Building, 2-12-24 Shibuya, Shibuya-ku, Tokyo 151-0071
HEREU Japan Official Online Store Customer Support Returns and Exchanges Receptionist
TEL: 03-5464-9945

*Please be sure to keep a copy of the shipping receipt until the return or exchange is complete.
*When returning the item, please refrain from using letter packs, regular mail, or other methods that do not leave a copy of the delivery slip. If there is a problem with the delivery, compensation will not be applied.

3. Refunds

  • After confirming the returned item, we will process the refund.
  • During the New Year holidays, Golden Week, and other company holidays, it may take longer than usual to process refunds.
  • If you paid by credit card or Amazon Pay, the refund will be made to the credit card used at the time of the order via the credit card company. If the billing address and shipping address information are different, the refund will be made to the billing address (the customer who placed the order).