Shipping and Return Policy
【Shipping】
■ Shipping Methods
・Domestic shipping: Delivered by Sagawa Express or Japan Post.
・International shipping: Delivered by Japan Post.
■ Shipping Fees
・Domestic shipping
680 yen nationwide, 1,200 yen for Okinawa Prefecture
*Free shipping for purchases over 11,000 yen (including Okinawa Prefecture)
・International shipping
[Apparel Division] Shipping fees vary depending on the delivery region.
[Cloth Sanitary Napkin Division] Not available for international shipping.
① Zone 1 & 2
Asia: 1,000 yen
② Zone 3
Oceania, Canada, Mexico, Middle East, Europe: 2,000 yen
③ Zone 4
United States (including Guam and other overseas territories): 3,000 yen
④ Zone 5
Central and South America (excluding Mexico), Africa: 4,000 yen
*Import/export customs procedures, customs duties, and other miscellaneous fees that may arise depending on the country/region are the responsibility of the customer.
■ Days until Shipment
Products will be shipped within 3 business days (*excluding Saturdays, Sundays, and national holidays) from the order date. Domestic delivery usually takes about 1-3 days, and international delivery takes about 5-17 days (*1, see below).
*Shipment may be delayed during peak seasons or due to a high volume of orders. In such cases, we will notify you by email.
*For pre-order items, shipment will be made after arrival, and the estimated arrival date will be announced on the product page.
*Please understand that we cannot be held responsible for delivery delays caused by reasons not attributable to our company.
We will notify you by email once your order has been shipped.
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*1
International delivery times (these are "standard days" and may vary due to weekends/holidays, customs, weather, local delivery conditions, etc.):
Asia: Approximately 5-12 days
Oceania: Approximately 10-12 days
United States: Approximately 10-14 days
Central and South America: Approximately 11-17 days
Middle East/Africa: Approximately 12-17 days
Europe: Approximately 8-15 days
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■ Delivery Date and Time Specification
・We do not accept specific delivery dates or times.
・We will send you a tracking number in the shipping completion email, so please contact the delivery company directly if necessary.
・If you are not available, an不在票 (missed delivery notice) will be left. Please arrange for redelivery.
■ Cash on Delivery
Cash on delivery is currently not available.
Please place your order through our online shop.
■ Tracking Number
After your order has been shipped, we will send you the tracking number by email.
Please use it to check the delivery status.
＜Delivery Information for Major Shipping Carriers＞
・Sagawa Express:https://www.sagawa-exp.co.jp/
・Japan Post:https://www.post.japanpost.jp/index.html
■ Receipts
Your order confirmation email serves as your receipt.
As a general rule, we do not issue individual receipts.
Refund Policy
《Cancellations and Changes Before Product Shipment》
We do not accept cancellations, changes to order contents, or changes to shipping addresses after your order has been confirmed, as this may affect the shipment of other customers' orders.
When placing an order, please carefully check the contents for any errors before making your payment.
Please note that orders will be automatically canceled in the following cases:
・If shipment is put on hold due to an unknown address, payment hold, etc., we will hold the item for 7 days. If this period is exceeded, the order will be automatically canceled.
《Cancellations and Changes After Product Shipment》
We do not accept returns or exchanges due to customer convenience after the product has been shipped.
Additionally, if a product is returned to our store due to an unknown address or similar reason, it will be treated as an automatic cancellation.
In such cases, we will refund only the product price, but:
・Shipping costs (one way) will not be refunded.
・Even if you purchased with free shipping, the refund amount will be the product price minus the actual shipping cost incurred.
・We do not reship. Please place a new order.
*Please note that in cases of returns due to unknown addresses, it may take more than one week to process the refund.**
Although all products are carefully inspected before shipment, in the unlikely event of an oversight or error, we will respond under the following conditions:
■ Conditions for Response
・Please contact us by email within 7 days of product arrival.
support@u5love.com
・To confirm the situation, please send us photos of the defective area.
We will guide you through the procedure.
(1) If you receive a product different from your order
(2) If the product has significant defects
・Holes in the fabric
・Large stains or blemishes
・Missing attached parts such as buttons or zippers
*Returns and exchanges will not be accepted in the following cases:
・If the product is different from your image, or if the impression of the size or color is different
・After use, or if tags or packaging are damaged or lost
・If dirt, scratches, or damage occurs while in the customer's possession
・Due to individual differences (such as hand-sewn craftsmanship or natural material textures)
・Scratches or dents on the outer packaging (box or bag) that occurred during shipping
「Defective Products」 vs. 「Within Specification」
Apparel products involve many manual processes,
which inevitably lead to small "individual differences."
At U5LOVE, we define the following phenomena as generally
"within specification (not considered defective)":
・Slight unevenness in threads at the start or end of stitching
・Protruding threads from backstitching or thread trimming
・Individual differences in pattern placement due to cutting position
・Small slubs (thread knots) sometimes seen in imported fabrics
・Minor wrinkles that will settle with wear or washing
・Acceptable sewing errors occurring during the production process
・Chalk marks from the production process or tiny stains that wash out
・Odors on products that can be removed by washing
These are general standards for items shipped as normal products
after quality inspection.
If you have any questions about a product,
please feel free to contact us.