Shipping and Return Policy
[Shipping Information]
■ Shipping method
・Domestic shipping: Delivered by Sagawa Express or Japan Post.
・Overseas shipping: Delivered by Japan Post.
■ Shipping fees
・Domestic shipping
Free shipping for orders over 11,000 yen (tax included). For orders under 11,000 yen (tax included), a flat rate of 680 yen will be charged nationwide.
・Overseas shipping
[Apparel Department] Shipping costs vary depending on the delivery area.
[Cloth napkin category] Delivery not possible
①Asia: 1,000 yen
China, South Korea, Taiwan, India, Indonesia, Cambodia, Singapore, Sri Lanka, Thailand, Nepal, Pakistan (some areas restricted), Bangladesh, Philippines (some areas restricted), Bhutan (some areas), Brunei, Vietnam, Hong Kong, Macau, Malaysia, Myanmar (some areas), Maldives (some areas), Mongolia, Laos
②Oceania, North America (excluding the US), Middle East, Europe: 1,500 yen
Australia, Cook Islands (Rarotonga only), Solomon Islands (some restrictions), New Caledonia, New Zealand (excluding Niue, Tokelau, and Ross), Papua New Guinea (some restrictions), Fiji, Vanuatu, Kiribati, Solomon Islands, Tonga, Tuvalu, Nauru, Pitcairn Islands, French Polynesia, Vanuatu, Canada, Saint Pierre and Miquelon, Mexico, United Arab Emirates, Israel (some restrictions), Iraq, Iran, Oman, Qatar, Kuwait, Saudi Arabia, Syria, Turkey, Bahrain, Jordan, Lebanon, Yemen, Iceland, Ireland, Azerbaijan, Albania, Algeria Monaco, Andorra, Italy, Ukraine (some restrictions apply), UK (mainland), Estonia, Austria, Netherlands, Guernsey, North Macedonia, Cyprus, Greece, Croatia, San Marino, Jersey, Switzerland, Sweden, Spain (mainland and some overseas territories such as the Canary Islands), Slovakia, Slovenia, Czech Republic, Denmark (mainland only), Germany, Norway, Hungary, Finland, France (mainland and overseas departments), Bulgaria, Belarus, Belgium, Poland, Portugal, Malta, Monaco, Latvia, Lithuania, Liechtenstein, Luxembourg, Romania, Russia (some regional restrictions apply)
3. United States, Central and South America, Africa: 2,500 yen
All of the United States (Hawaii Guam, Puerto Rico, and the U.S. Virgin Islands (excluding military bases and some overseas territories), Argentina, Uruguay, Ecuador, El Salvador, Guadeloupe, Cuba, Costa Rica, Colombia, Jamaica, Chile, Trinidad and Tobago, Panama, Paraguay, Barbados, French Guiana, Brazil, Venezuela, Peru, Honduras, Martinique, Algeria, Egypt, Kenya, South Africa, Senegal, Ghana, Cameroon, and Morocco
*Customers are responsible for import/export customs procedures, duties, and other fees incurred depending on the country or region.
■ Number of days until shipping
Products will be shipped within 3 business days (excluding weekends and holidays) of your order. Domestic delivery usually takes 1-3 days , while international delivery takes 5-17 days (see *1 below).
*Shipping may be delayed during busy periods or when there are a large number of orders. In such cases, we will notify you by email.
*Pre-order items will be shipped after arrival, so the expected arrival date will be displayed on the product page.
*Please note that we cannot be held responsible for any delivery delays due to reasons beyond our control.
We will contact you by email once the shipment is complete.
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*1
Delivery times overseas (These are standard times only and may vary depending on weekends, holidays, customs clearance, weather, local delivery conditions, etc.)
Asia: 5 to 12 days
Oceania: 10 to 12 days
USA: 10-14 days
Central and South America: About 11-17 days
Middle East and Africa: 12 to 17 days
Europe: 8 to 15 days
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■ Regarding delivery date and time specification
- We do not accept requests for specific delivery dates and times.
- A tracking number will be sent to you in the shipping completion email, so please contact the shipping company directly if necessary.
・If you are not at home, a delivery notice will be left in your mailbox. We apologize for the inconvenience, but please arrange for redelivery.
■ About cash on delivery
Cash on delivery is currently not available.
Please place your order through our online shop.
■ About tracking numbers
After the product has been shipped, we will send you a tracking number by email.
Please use this to check the delivery status.
<Delivery information for each major delivery carrier>
・Sagawa Express: https://www.sagawa-exp.co.jp/
・Japan Post: https://www.post.japanpost.jp/index.html
■ About receipts
The order confirmation email will serve as a receipt.
As a general rule, we do not issue individual receipts.
Refund Policy
<About cancellations and changes before product shipment>
We cannot accept cancellations, changes to order details, or changes to the delivery address after an order has been confirmed, as this will affect shipments to other customers.
When placing an order, please make sure that the details are correct before making payment.
Please note that your reservation will be automatically cancelled in the following cases:
-If shipping is put on hold due to an unknown address or pending payment, we will hold the item for 7 days at our store, but if the deadline passes, the order will be automatically canceled.
<About cancellations and changes after product shipment>
We do not accept returns or exchanges for reasons of customer convenience after the product has been shipped.
In addition, if the product is returned to our store due to an unknown address, etc., the order will be automatically canceled .
In that case, we will only refund the product price .
- Shipping costs (one way) at the time of delivery are not eligible for refunds.
・Even if you purchased with free shipping, the actual shipping costs will be deducted from the refund amount .
・We do not offer reshipping. Please place your order again.
*Please note that if the item is returned due to an unknown address, it may take more than a week to process the refund.
All products are carefully inspected before shipping, but if there is an oversight or mistake, we will respond only under the following conditions.
■ Supported conditions
- Please contact us by email within 7 days of receiving the product.
support@u5love.com
Please send us a photo of the defective part so that we can confirm the situation.
We will contact you back with instructions on the procedure.
(1) If you receive a product that is different from the one you ordered
(2) If there is a significant defect in the product
There are holes in the fabric
There are large stains or dirt
- Buttons, zippers, and other accessories are missing
* Returns and exchanges cannot be accepted in the following cases:
・The size and color were different from what I expected.
- After use, or if the tag or packaging is damaged or lost
・If the product becomes dirty, scratched or damaged while in your possession
- Individual differences (hand-sewn items and the texture of natural materials)
-Scratches or dents on the exterior (box or bag) that occurred during delivery
Regarding "defective products" and "specification range"
Apparel products involve many processes that involve human hands.
Small individual differences are inevitable.
At U5LOVE, we consider the following cases to be within the general "range of specifications (not considered defective products)"
It is defined as follows:
・Slight unevenness in the thread at the beginning and end of stitching ・Protrusions of thread that appear when backstitching or finishing threads ・Individual differences in the pattern depending on the cutting position ・Small neps (knots in the thread) that can be found in fabrics made overseas
・Minor wrinkles that will wear off with wear and washing ・Sewing errors within the acceptable range that occur during the production process ・Chalk marks and minor stains that occur during the production process and can be removed by washing ・Odors on the product that can be resolved by washing
These are general standards that result in products being shipped as normal after quality inspection.
If you have any questions about the product,
Please feel free to contact us.