Refund policy

Returns & refunds (Outside Japan)

Can I return items I have purchased at HINOYA Online Store? What items are eligible for return?

We hope that you love the products you have purchased from us here at HINOYA Online Store. But if for any reason you are unhappy with the product you receive, upon receipt of them, you have 7 days to inform us of intent to return by email and a further 7 days to return the item to us: A total of 14 days from receipt of goods.

Please write "Returns" down on the outside of the package and send items in fully original condition to us. "Fully original condition" means unused, unworn, unwashed, not hemmed, unstained items, all labels such as the product's tag, HINOYA's tag, and any other inclusion still attached.

Please take reasonable care to ensure that items are not damaged in transport. Returns that are damaged, altered, or without original labels will not be accepted and will be sent back to you. In addition, we cannot accept "Return" such cases below.

• If the person making the return is different from the purchaser.
• If you don't inform us of the intent to return within 7 days upon receipt of items, or don't send them to us within the following 7 days.
• If an email sent to you from HINOYA Online Store is returned to us with an error message.
• If we are unable to contact you by email (Our emails may have been sorted into your spam mail folder. If you do not receive our emails, please check your spam folder as well.)
• Items you have already used.
• Items you have worn. (Excluding short try-on that maintains the fully original condition.)
• Items that we make decisions you have already used, even though you say you haven't used.
• Items of which original condition is unwashed and you wash.
• Denim, trousers, and any other products, which have already been hemmed.
• Products soiled by customers.
• If you have lost labels or inclusion such as the product's tag, HINOYA's tag, and any other inclusion that are attached when you have received items.
• If your preferred delivery date is more than 7 weeks ahead of the time of your order.
• Sale or markdown items are non-returnable for either exchange or refund.
• Any products purchased outside of the HINOYA Online Store are non-returnable for either exchange or refund.
• When other special reasons arise (e.x. Customers who repeatedly return or exchange items).

You will be responsible for shipping costs back to us. In addition, we will deduct all costs (Shipping fee, etc.) from the total refund of the item. Duties, taxes, and other customs fees are non-refundable. Besides, you need to know the international shipping fee is now extremely expensive due to some reasons such as COVID-19.

Which carrier should I use for returns?

You can use your preferred carrier to return items to us. However, it may cost high for international shipping. A returns label can be supplied for international returns. The cost will be deducted from the total refund of the item. The cost of this differs between countries, though is a better price. You can compare the shipping cost between them and decide on the carrier.

If I return an item, can I get a full refund of the amount I paid for the product?

The full amount paid at the time of purchase is not refundable. We will refund the remaining amount after deducting shipping cost (if we supply a returns label, we also minus it) and taxes, duties, and other customs charges from the amount paid. Refunds will be made to the original purchaser's credit card or payment method used at the time of purchase.

We will inform you of the refund amount when you contact us to request a return. Please check the refund amount and agree to it before returning the item. Please note that shipping costs to overseas are currently very high, and the refund amount may be small. Please place your order carefully to avoid returns.

Are duties and taxes refundable on return or exchange orders?

Any duties and taxes paid are non-refundable for all your orders. If you exchange items, you will be charged duties, taxes, and other customs fees again. In this case, you need to pay for them again. Please ask customs in your country if it's refundable.

Exchanges

Can I make an exchange from outside Japan?

We hope that the size fits you perfectly. But, if the size doesn't fit you, or you would like to exchange the item you have purchased for another product, upon receipt of them, you have 7 days to inform us of intent to exchange by email and a further 7 days to return the item to us: A total of 14 days from receipt of goods.

HINOYA Online Store will contact you by e-mail to see if we have the size you would like to exchange or if we have the item you would like to exchange. Please be sure to check the email from HINOYA Online Store before shipping your item.

Please write "Exchange" down on the outside of the package and send items in fully original condition to us. "Fully original condition" means unused, unworn, unwashed, not hemmed, unstained items, all labels such as the product's tag, HINOYA's tag, and any other inclusion still attached.

Please take reasonable care to ensure that items are not damaged in transport. Returns that are damaged, altered, or without original labels will not be accepted and will be sent back to you. In addition, we cannot accept "Exchange" such cases below.

• If the person making the exchange is different from the purchaser.
• If you don't inform us of the intent to exchange within 7 days upon receipt of items, or don't send them to us within the following 7 days.
• If an email sent to you from HINOYA Online Store is returned to us with an error message.
• If we are unable to contact you by email (Our emails may have been sorted into your spam mail folder. If you do not receive our emails, please check your spam folder as well.)
• Items you have already used.
• Items you have worn. (Excluding short try-on that maintains the fully original condition.)
• Items that we make decisions you have already used, even though you say you haven't used.
• Items of which original condition is unwashed and you wash.
• Denim, trousers, and any other products, which have already been hemmed.
• Products soiled by customers.
• If you have lost labels or inclusion such as the product's tag, HINOYA's tag, and any other inclusion that are attached when you have received items.
• If your preferred delivery date is more than 7 weeks ahead of the time of your order.
• Sale or markdown items are non-returnable for either exchange or refund.
• Any products purchased outside of the HINOYA Online Store are non-returnable for either exchange or refund.
• When other special reasons arise (e.x. Customers who repeatedly return or exchange items).

Are there any additional fees for exchange?

You will be responsible for round-trip shipping costs back. Also, HINOYA Online Store will send the bill regarding the reshipment fee. The reshipment fee includes the shipping fee, customs duties (if applicable), and other customs fees (if applicable). Besides, you need to know the international shipping fee is now extremely expensive due to some reasons such as COVID-19.

After the product arrives at our company, we will reship the replacement product as soon as payment for the bills is confirmed. In addition, duties, taxes, and other customs fees you paid at the time of initial purchase are non-refundable.