What is the return policy?
- Returns and exchanges must be initiated within 10 days of receiving your order.
- Products to be returned or exchanged must be shipped by the later of (i) 10 days of receiving your order and (ii) 3 days once the return/exchange request is confirmed.
- All returned items must be in their new and original condition: unused, unwashed, unworn and with tags attached.
- All accessories and items accompanied by items originally (such as cases, user manuals, and spare parts) must also be returned.
- No returns or exchanges for discounted items are accepted.
- Returns that do not meet the above requirements will not be accepted.
- You will be responsible for all costs in relation to returns/exchanges, including return shipping costs, duties and taxes.
- We appreciate your caution when trying on our products, especially those with delicate lenses that can be easily smudged or scratched. Please note that we reserve the right not to process a full refund or re-ship the item back to you at your cost if the condition of the returned item (including the brand box) does not allow us to resell it.
What are the general guidelines for trying on products with lenses to ensure the products fulfill the return requirement?
- Check for any visible damage or defects upon opening the package.
- Please remove any make-up or face oils and make sure your hands are clean before trying on our products.
- Refrain from touching the lenses directly when putting on our products.
- Do not place the lenses facing down to prevent scratching them.
Can I return a product that was bought during sale?
Use this text to answer questions in as much detail as possible for your customers.
Do I have to bear the return shipping costs?
Yes. You will be responsible for all costs in relation to returns/exchanges, including return shipping costs, duties and taxes.
What is the estimated return shipping costs?
Please contact your preferred courier with tracking service to your quote.
How can I return my order?
First check if your order fulfills the return policy and contact our Customer Care Team via contact form or swans-japan@yamamoto-kogaku.co.jp
Can I return an item that I bought online to a local store ?
Unfortunately no.
How long does it take for a refund to be issued?
Refunds in the original form of payment may take up to 10 business days to show up on your account due to varying processing times between payment providers. If you do not receive your refund after 10 business days, please contact Customer Care Team via contact form or swans-japan@yamamoto-kogaku.co.jp
What should I do if the product I have just received seems defective?
Please contact Customer Care Team via contact form or swans-japan@yamamoto-kogaku.co.jp immediately.
