Returns, exchanges, and cancellations

Before use, please check the condition of the product upon delivery.

While we take great care in packaging our products, if a product is "damaged upon receipt" or is "incorrect," please contact us within 3 days of receipt and return the product within 7 days.

We will send a replacement product in accordance with our company policy (return policy).

LOVST TOKYO also accepts returns due to customer reasons, such as incorrect size or differing from expectations. Please see below for details.

 

Return Policy

  • Returns and Refunds

・If you received a product different from what you ordered (incorrect product number)

・If the product was already damaged or altered when the packaging was opened

・For personal reasons such as incorrect size or differing from expectations
(Only one return per customer is permitted. Return shipping costs are borne by the customer.)

 

  • Non-returnable/Non-refundable items

・Products for which more than 4 days have passed since receipt

・Products that have been used beyond initial inspection

・Products with tags, price tags, or labels removed

・Products with lost or damaged packaging (bags, boxes, etc.)

・Products damaged by customer handling

・Sale items sold "as is"

・Products for which "engraving" orders have been accepted

・Odor
Some materials are made from petroleum-based resins, which may inevitably retain a chemical odor. We apologize for any inconvenience, but we hope the odor will dissipate after a few days of use or by airing the product in a well-ventilated, shaded area. Please take appropriate action.

・Thread trimming
Although inspections are conducted, some threads may not be perfectly trimmed. If you are concerned, please cut any protruding threads with scissors or similar tools.

*When returning items, please ensure to include the original packaging, warranty, accessories, instruction manual, etc. Returns or refunds may not be accepted if these items are missing.

 

Return and Refund Process

① Contact us within 3 days of product receipt (any of the following methods):

TEL: 03-6820-5063 (Weekdays 10:00-18:00) | info@lovst-tokyo.com | Various social media DMs

【Important Notes】

When making a return, please be sure to contact us in advance. Please note that returns may not be accepted without prior contact.

② Return of product

・Returns/exchanges for products with issues upon receipt or initial defects (within 1 month of use) should be sent freight collect (shipping costs borne by us).

・If an issue arises after using the product, and we accept repair or replacement, you will generally be responsible for round-trip shipping costs. (Customer bears cost)

・For personal reasons such as incorrect size or differing from expectations, please return freight prepaid (customer bears cost).

③ After receiving the returned product, we will inspect it and repair or exchange it for a new item (or a different size if it's shoes). We will bear the shipping costs for exchanges due to our company's circumstances.

④In the case of cancellations due to customer's convenience, we will only refund the product price excluding shipping fees. If it is difficult for us to provide a replacement due to our company's circumstances, we will refund the product price via the payment method used for the purchase. (It may take some time for the refund to be reflected, depending on the credit card company or financial institution. If you cannot confirm the refund, please check again after some time.)


【Important Notes】

・If it is determined that the product has been used after opening, we cannot issue a refund.

・Refunds will be processed according to the respective payment method.
(If it is difficult to issue a refund via the payment method, we will process the refund via bank transfer. In such cases, you may be responsible for the bank transfer fees.)

 

Cancellation Policy

Cancellations are generally not possible once the product has been shipped or for products for which engraving or other preparations have been made. If there are any changes to your order details, shipping address, or requested delivery date/time, please contact us promptly. Please note that due to the carrier's convenience, it may be difficult to accept changes after the product has been shipped from our company.

 

Product Characteristics

Please note that there may be color differences in product photos depending on your PC or mobile environment. We ask for your understanding when making a purchase.

For any questions, please contact us via Email or various social media.

 

■■LOVST TOKYO Customer Service■■

e-mail：info［V］lovst-tokyo.com  (Please change ［V］ to @ and send)