At LOVST TOKYO, we offer a basic warranty and repair service to ensure our users can use our products with peace of mind.
In case of initial failure
LOVST TOKYO products purchased through official sales channels come with a "3-month basic warranty."
If a defect or malfunction occurs during normal use within three months of delivery, we will repair or replace the product free of charge.
If you are enrolled in the LOVST Care Program, the basic warranty period is extended to one year.
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Cases covered by the basic warranty
Below are examples of initial defects covered by the basic warranty.
① Initial defects related to stitching/construction
・Significantly distorted stitching
・Weak stitching on handles/shoulder parts, almost detached before use
・Lining is misaligned or not secured
・Internal core material is shifted/protruding
・Missing stitching, no stitching
② Metal fittings/parts defects
・Zipper is difficult to open/close / jams / doesn't close
・Snap button/hook doesn't fasten or detaches easily
・Metal fitting is almost detached, completely detached, or clearly warped
・Improper attachment position or missing metal fitting
③ Material/fabric/leather defects
・Holes, tears, or rips in the fabric/leather
・Material is peeling (e.g., surface peeling of synthetic leather)
④ Dirt/Appearance defects
・Foreign objects (e.g., metal fragments) remaining inside
⑤ Functional failure/Specification mismatch
・Pocket is sewn shut and unusable
・Size/specifications significantly differ from the product description
・Shoulder strap length cannot be adjusted / metal fitting is not functional
⑥ Accessories/Set incomplete
・Shoulder strap not included
・Missing explicitly stated accessories such as dust bag/tags
・Attached parts are defective (e.g., adjustment buckle is broken)
For more details on the terms of use, please refer to the Basic Warranty/Care Program Terms of Use.
Cases not covered by the standard warranty
・Loss of parts, damage due to misuse
・Edge paint wear, natural fading, softening, dirt, and damage due to excessive use
・Stretching due to attachment and normal use (e.g., belts)
・Excessive damage to surfaces and seams due to wear and friction
・Dirt and damage due to improper conditioning or cleaning
・Lining wear due to normal use
・Adherence of strong chemicals, cleaners, or other liquids, resulting in alteration or discoloration
・Exposure to extreme cold or heat
・Damage caused by animals, fire, weather, or natural disasters
・Damage caused by airlines, third parties, or mishandling
・Damage caused by modification or repair by a third party
・Theft, loss, intentional damage
・Loss or damage incurred during shipping
・Third-party products
・Indirect or incidental damage during use,
Failure or damage to this product or other products used with this product
・Damage to consumer electronics such as laptops, cell phones, smartphones, tablets, or other personal property
・Damage to data etc. contained in the above devices for any reason
For more details on the terms of use, please refer to the Basic Warranty and Care Program Terms of Service.
修理サービス
If your product breaks down during use, please use our "Repair Service."
We will inspect the product's condition and have it repaired by a professional craftsman.
[Repair Service Flow]
1. Repair Request
Please inform us of your inquiry through the "Inquiries regarding initial defects/repairs" section of the inquiry form.
After confirming the details, we will inform you of the feasibility of the repair, the shipping address for the product, and the subsequent steps.
2. Receiving the product for repair
Please send the product to the address we specify, paying for shipping in advance.
3. Condition Check & Estimate
After inspecting the condition of the received product, we will inform you of the feasibility of the repair, the repair details, an estimate, and an estimated timeframe for the repair.
If the product in question is registered for the "LOVST Care Program," you will be responsible for half of the estimated cost.
4. Start of Repair
Once you agree to the repair details and estimate, we will begin the repair. We will responsibly repair your valuable product.
5. Return of Product
Once the repair is complete, we will return the product to you.
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Main Repair Examples
・Zipper pull/zipper replacement
If the zipper tape is torn or the zipper pull is faulty, we will replace the zipper with a new one.
・Handle replacement
If the handle is damaged, we will replace it with a new one.
・Shoulder strap/D-ring tab replacement
If the shoulder strap hardware or D-ring tab is damaged, we will replace them with new ones.
・Magnet/snap replacement
If the bottom studs, magnets, or snaps are damaged, we will replace them with new ones.
・Loose threads
If the stitching has come loose, we will restitch it.
*We also accept consultations for repairs not listed above.
*Depending on the product's condition, structure, and materials, repairs may not be possible or the specifications of repair parts may be changed, and we may not be able to meet your requests.
*Repair services are limited to LOVST TOKYO original items.
Please refer to the table below for the repair menu.
Cases where repair service is not available
Repairs may not be possible or may be difficult (e.g., due to high costs) even under the assessment of a professional craftsman.
Additionally, repairs may not be accepted for products that have been repaired or processed by companies other than ours.
We appreciate your understanding.
Estimated repair cost and service period
| 種類 | メニュー | 目安価格 （税込） |
目安期間 |
|---|---|---|---|
| 金具 | スライダー交換 | ¥3,750〜 | 2週間〜3週間 |
| ファスナー交換 | ¥12,660〜 | 3週間〜4週間 | |
| スナップボタン・ホック交換 | ¥3,750〜 | 2週間〜3週間 | |
| Apple 3Way Watch Band パーツ交換 | ¥835〜 | 2週間〜3週間 | |
| 縫製 | リステッチ | ¥2,760〜 | 3週間〜4週間 |
| レザーパーツ等 | レザー引手交換 | ¥3,750〜 | 3週間〜4週間 |
| ハンドル作り直し | ¥7,530〜 | 3週間〜4週間 | |
| その他 | 刻印打ち直し | ¥1,285〜 | 2週間〜3週間 |
| 部分補色 | ¥3,750〜 | 2週間〜3週間 | |
| コバ再塗装 | ¥3,750〜 | 2週間〜3週間 | |
| ベルト調整穴の追加 | ¥500〜 | 1週間〜2週間 |
※LOVST TOKYOの製品のみ対象となります。
※上記の修理代金には修理にかかわる諸経費（返送料など）が含まれております。
※製品の状態やパーツの手配ができない等の理由により、修理を承ることができない場合がございます。予めご了承ください。
FAQs
よくある質問
Do items that are difficult to repair have to be thrown away?
Currently, we only collect and recycle bags.
By bringing your used bags to a POP-UP store, or by mailing them to our office (we apologize, but shipping costs will be borne by the customer), you will receive a "¥500 LT Seed" and LOVST TOKYO will also donate ¥500 to a tree-planting organization.
Furthermore, we plan to repurpose usable parts of the collected bags into remade products.
If you have any questions or requests, please contact us via the chat in the lower left, official LINE, or the inquiry form.
I have a subscription to the previous extended warranty service "proteger." What should I do?
Customers subscribed to "proteger" can use the service according to the contract details at the time of subscription.
Warranty claims can be easily made via "proteger"'s dedicated chat.
Please have your "Warranty Number" from the email sent by "proteger" ready and submit your claim here.