【Secret Shop de Serenaの特別サービス】
[Return / Exchange Conditions]
We cannot accept returns or exchanges in the following cases:
- Items that have been delivered for more than 8 days
- Products that customers have used once
- Products that have been soiled or damaged by the customer
- When the product box, instruction manual, etc. are soiled, damaged, lost, or destroyed
- Products for which gift wrapping is desired
- Products processed by the customer
- Products that have been repaired, cleaned, etc. after delivery
- Other items on each product listing page stating that we cannot accept returns
- Exchange for other products
- Ordered products for overseas shipping
[In case of defective products, misdelivery, or damage during transportation]
We make every effort to ensure the quality of our products, but if the product is damaged or soiled, or if it is different from your order, please contact us within 7 days after delivery using the inquiry form below. .. If you contact us, we will contact you about the return / exchange method and we will return or exchange it immediately.
We will bear all shipping and handling charges for returned and exchanged items. If you wish to exchange it, in principle, it will be exchanged for the same product. If a replacement is not available, we will contact you again.
Click here for inquiry form
[ Inquiries about returns and exchanges ]
Once the package has been shipped, shipping charges will be incurred regardless of whether or not it has been received. Please note that we will charge the shipping fee even if you decline the receipt.
[For customer convenience (different size, different image, incorrect purchase, etc.)]
The mail order site does not accept exchanges for customer convenience. If you wish to exchange it, please return the delivered item and place an order again.
* The color appearance of the product may differ slightly depending on the usage environment of your monitor.
* The return deadline is 7 days after delivery. We do not accept returns after the deadline.
* Customers are responsible for the shipping charges for returns.
* Refunds will be processed as soon as the returned product is confirmed after it arrives.
[ Return method]
Please fill in the necessary information from the inquiry form below and contact us within 7 days of the arrival of the product. We will contact you again. Click here for inquiry form
[ Refund ]
For returns and exchanges due to customer's convenience (other than product damage and stains), we will accept returns and exchanges if you contact us within 7 days after delivery, but it will take time for returns and exchanges. The customer is responsible for the shipping fee, transfer fee, and cash on delivery fee.
If you purchase more than 11,000 yen, we will bear the COD fee and shipping fee when shipping the item, but if it is less than 11,000 after the return, if it is less than 11,000 after the return, it will be the first to the customer. Please note that the shipping fee and COD fee shipped to will be charged separately and the difference will be refunded.
For defective items, misdelivery, or damage during transportation, please send the item by cash on delivery.
It will be delivered by Sagawa Express.
Free shipping nationwide (including remote islands)
[Timing of product shipment]
In-stock items will be shipped within 3 business days.
* Please contact us if you are in a hurry.
(We may not be able to meet your request)
The production period of the ordered product differs depending on the product,
We will ship within 2 months at the longest.
In both cases, we will inform you of the estimated shipping date by order confirmation email. It will be delivered by Sagawa Express.
[About specifying the delivery date and time]
Morning / 12:00 to 14:00 / 14:00 to 16:00 / 16:00 to 18:00 / 18:00 to 20:00 / 19:00 to 21:00
You can specify the time only when the delivery address is a private house.
In some areas, we cannot accept your request.
It may be delayed due to traffic conditions or natural disasters.
[About purchase statement]
If the name of the recipient is different from that of the orderer, the statement is not included.
[Request for product delivery]
If you are absent when the product is delivered, please be sure to contact each Sagawa Express sales office listed on the absentee card directly within 6 days.
In the unlikely event that the product storage period (6 days) is exceeded, the product will be temporarily withdrawn to our shop.
Please note that we will charge the shipping fee for that case and the shipping fee for reshipment.
The shipping fee for the withdrawal will vary depending on the region, so we will contact you shortly.