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
Free shipping for orders ¥11,000 (tax included) or more.
For orders less than ¥11,000 (tax included), a flat rate of ¥680 will be charged nationwide.
・International Shipping
[Apparel Division] Shipping fees vary depending on the delivery region.
[Cloth Menstrual Pad Division] Not available for international shipping.
① Zones 1 & 2
Asia: ¥1,000
② Zone 3
Oceania, Canada, Mexico, Middle East, Europe: ¥2,000
③ Zone 4
USA (including overseas territories such as Guam): ¥3,000
④ Zone 5
Central and South America (excluding Mexico), Africa: ¥4,000
*Import/export customs procedures, duties, and other miscellaneous fees that may arise depending on the country/region are the responsibility of the customer.
■ Shipping Timeframe
Products will be shipped within 3 business days (excluding Saturdays, Sundays, and public holidays) of your order. Domestic deliveries typically take about 1 to 3 days, while international deliveries take approximately 5 to 17 days (*1 see below).
*Shipping may be delayed during busy periods or due to a high volume of orders. In such cases, we will notify you by email.
*For pre-order items, shipping will occur after arrival, so the estimated arrival date will be provided on the product page.
*Please note 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 shipment has been dispatched.
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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: Approx. 5-12 days
Oceania: Approx. 10-12 days
USA: Approx. 10-14 days
Central & South America: Approx. 11-17 days
Middle East & Africa: Approx. 12-17 days
Europe: Approx. 8-15 days
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■ Delivery Date and Time Specification
・We do not accept specific delivery dates or times.
・A tracking number will be sent to you in the shipping confirmation email. Please contact the shipping company directly if necessary.
・If you are not home, a delivery notice will be left. Please arrange for redelivery.
■ Cash on Delivery
Cash on delivery is currently unavailable.
Please place your order through the online shop.
■ Tracking Number
After your item has shipped, we will send you a tracking number by email.
Please use it to check the delivery status.
＜Major Shipping Carrier Information＞
・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 separate receipts.
Refund Policy
《Cancellations and Order Changes Before Shipping》
Cancellations, changes to order details, or changes to delivery addresses after an order has been confirmed are not accepted, as they may affect the shipping of other customers' orders.
When placing an order, please carefully confirm that the details are correct before making your payment.
Please note that orders will be automatically canceled in the following cases:
・If shipping is withheld due to an unknown address or payment hold, we will hold the item for 7 days. If this period is exceeded, the order will be automatically canceled.
《Cancellations and Order Changes After Shipping》
Returns or exchanges due to customer convenience are not accepted after the product has been shipped.
Additionally, if a product is returned to us due to an unknown address or other reasons, it will be treated as an automatic cancellation.
In such cases, we will only refund the product price, but:
・Shipping fees (one-way) are not eligible for a refund.
・Even if you purchased with free shipping, the refund will be the amount minus the actual shipping costs incurred.
・Reshipment is not available. Please place a new order.
*Please note that in cases of returns due to an unknown address, it may take more than a week for the refund process to be completed.
All products are carefully inspected before shipping, but in the unlikely event of an oversight or mistake, we will address it only under the following conditions:
■ Conditions for Returns/Exchanges
・Please contact us by email within 7 days of product arrival.
support@u5love.com
・To confirm the situation, we ask that you send photos of the defective area.
We will guide you through the procedure.
(1) If a product different from your order was delivered.
(2) If the product has significant defects.
・Holes in the fabric
・Large stains or spots
・Missing accessories such as buttons or zippers
*Returns or exchanges will not be accepted in the following cases:
・The product does not match the image, or the impression of size or color is different.
・After use, or if tags or packaging are damaged or lost.
・Dirt, scratches, or damage caused by the customer.
・Variations due to individual differences (e.g., hand-sewn items or natural material textures).
・Scratches or dents on the outer packaging (box or bag) caused during delivery.
Regarding "Defects" and "Within Specification"
Apparel products involve many manual processes,
which inevitably leads to small "individual differences."
At U5LOVE, we define the following occurrences as generally
"within specification" (not considered defects):
・Slight unevenness in threads at the start or end of stitching
・Protruding threads from backstitching or thread finishing
・Individual differences in pattern placement due to cutting position
・Small slubs (thread knots) sometimes seen in imported fabrics
・Minor wrinkles that resolve with wear or washing
・Permissible sewing errors that occur during the production process
・Chalk marks from the production process or small dirt spots that wash off
・Odor on the product that resolves with washing
These are common standards for products
that are shipped as normal after quality inspection.
If you have any questions about our products,
please feel free to contact us.