When you place an order at HINOYA Online Store, you will automatically receive an email message "Your order has been sent to HINOYA Online Store". This email does not mean that your order is confirmed.

HINOYA Online Store will check the inventory and inspect your order that is placed before 10:00 a.m. JST(Japan time), and then we will email you, "Thank you very much for your order". Please be sure to check the details of your order in this email.

※Orders received after 10:00 a.m. JST(Japan time) will be processed the following day.

※If you do not receive an email, "Thank you very much for your order" from HINOYA Online Store within 48 hours of placing your order, please CONTACT US.

• If the item is in stock, HINOYA Online Store will ship the item within a few days after you receive the email from us.
• If the item is in stock in our warehouse and it will take time to ship, we will notify you by email. Usually, it takes about 5 days to get the item back in stock.
• We will also notify you by email if the item you ordered is sold out. In this case, we will cancel your order.

※The email, "Thank you very much for your order" includes the following information.

・Expected Shipping Date／Information that it takes time to get the item back in stock from our warehouse／Sold-out notices, etc.

※Your order has not been confirmed when you receive the email, "Your order has been sent to HINOYA Online Store".

※When we have shipped your order, we will notify you by email. The email includes the following information. 

・Carrier／Your Tracking Number etc.

・Look up your tracking number below.
FedEx
DHL

※Please note that it may take some time for delivery due to traffic conditions at the shipping company. We apologize for the inconvenience, but please contact the sales office of each shipping company in your country. 

When you place an order at HINOYA Online Store, you will automatically receive an email message "Your order has been sent to HINOYA Online Store". (※This email does not mean that your order is confirmed).
Also, HINOYA Online Store will check the inventory and inspect your order that is placed before 10:00 a.m. JST(Japan time), and then we will email you, "Thank you very much for your order". If you do not receive an email from us, there are several possibilities below.

• The e-mail address you entered is incorrect.
• The e-mail address has been sorted into the spam folder.
• Because of your spam email filter setting
• Other system errors.

If you do not receive an email from HINOYA Online Store, please CONTACT US. In addition, we are afraid that we may cancel your order if we are unable to contact you by email.

We currently ship globally with DHL Express and FedEx. The shipping carrier depends on the country, and you cannot choose it. For more information, please look over 【Shipping (Outside Japan】.

When we have shipped your order, we will email you with some information such as Carrier, Your Tracking Number.

Currently, it is not possible to specify a delivery date and time for international shipping.

At this time, we cannot ship to international P.O. Box.

At this time, we cannot ship to the military address, APO | FPO.

For international shipping, we regret to inform you that we cannot provide the hemming service.

If you have any requests when ordering, please enter them in the "ORDER NOTE" field on the cart page.

When you place an order at HINOYA Online Store, you will automatically receive an email message "Your order has been sent to HINOYA Online Store".

If you would like to change your order after your order is completed, please reply to the email from us or CONTACT US.

Due to the system limitations of the HINOYA Online Store, it is not possible to change the items on your order. In such cases, we will cancel your order and ask you to place a new order.

Please note that we are unable to change products, sizes, etc. for orders in the following cases.

• In the case that we have already shipped your order.
• In the case that we ordered an item from a manufacturer at your request.
• In the case that you requested a hemming service at the time of your order and the hemming has been already completed (Currently, we do not provide the hemming service for international shipping).

When you place an order at HINOYA Online Store, you will automatically receive an email message "Your order has been sent to HINOYA Online Store".

If you would like to cancel your order, please reply to the email from us or CONTACT US.

Please note that you cannot cancel your order in the following cases.

• In the case that we have already shipped your order.
• In the case that we ordered an item from a manufacturer at your request.
• In the case that you requested a hemming service at the time of your order and the hemming has been already completed (Currently, we do not provide the hemming service for international shipping).

HINOYA Online Store makes every effort to include photos of staff members wearing our products to help customers choose the right size.

One of our staff members measures the size of one of our stock items by following the in-house guide on measurements. So, the size measurements are only a guide, but please use this as a reference to compare with your own clothes and make your own judgment. If you are worried about the size, please CONTACT US.

※Please note that the size measurements shown on this site may differ slightly from the actual product. This is because each item of clothing is sewn one by one, so there will be a difference between each item. Also, please understand that for the standard jeans, there may be a difference each time they are produced.

※We may not be able to give you accurate advice on sizing, as each of our customers has a different body type and wearing preferences. We can never say for sure, but we will do our best to help you choose the right size to eliminate any concerns you may have.

※The sizes of both tops and bottoms vary depending on the brand and model, even if they have the same waist and size notation. Please select your size by referring to the size chart on the product page.

※For washed and distressed models of jeans and washed models of tops, each item often shrinks differently, so there may be a larger measurement error.

※When HINOYA Online Store receives an order, we check the size of the product to be shipped to the customer to ensure that it does not differ significantly from the size chart. When there is a large difference, we will notify you by email. Please check our email and be sure to reply to us.

All of our inventory is kept at each store of HINOYA.

When we receive your order, we will keep aside your ordered items during our business hours.

Since the inventory in the store is constantly changing, there is inevitably a time lag in updating the inventory on the website. Therefore, some items may be already sold out when you place the order, even if they are not marked as "sold out" on the page.

In the case that an item you have ordered is sold out, we will contact the manufacturer to confirm the availability of the item.

We will email you with information, such as "the availability of the manufacturer's stock", and "some of the items in your multiple orders are sold out". Please be sure to check the email from HINOYA Online Store.

We apologize for any inconvenience and appreciate your understanding.

Some of the products sold at the HINOYA Online Store may have a limit on the quantity that can be purchased. In such cases, the following comment will appear on the product page. Thank you for your understanding.

『To allow as many customers as possible to purchase this product, we limit the number of items of this product purchased to one per order. In addition, we may change or cancel an order if we deem it to be an order for resale or an unauthorized order, such as multiple orders specifying the same shipping address. We appreciate your understanding and cooperation.』

We use Global-e, a trusted global e-commerce vendor, for international shipping.

Global-e is a trusted global e-commerce vendor whose solution allows hinoya.shop to provide the best possible user experience to our international customers. Global-e will be the company that you contract with for any international purchase of hinoya.shop products and will handle and process your payment. Approved international carriers (FedEx | DHL) will deliver your packages. For more information, please look over 【Shipping (Outside Japan】.

International shipping rates vary depending on the total value of the items purchased at one time and the country of delivery. Shipping rates will be automatically calculated at checkout. In addition, if you purchase more than a certain amount at one time, international shipping cost is free. A certain amount varies depending on the country.

In addition, please review 'Terms and Conditions for International Shipping'.

For some items, additional shipping charges may apply. In such cases, we will indicate this on the product page.

Even if you order at HINOYA Online Store, we may not be able to ship it to some countries or regions due to some reasons such as areas of no delivery service, COVID-19, and so on. For more information, please look over 【Shipping (Outside Japan】.

We use Global-e, a trusted global e-commerce vendor, for international shipping. How duties, taxes, and other customs fees are treated is dependent on the shipping country. Please confirm the information regarding duties, taxes, and other customs fees on the checkout page before you place the order.

Deliveries to some countries are shipped without having to pay additional duties and/or taxes. This means you will not have to pay these fees separately when your order product arrives.

In most countries, you need to prepay duties, taxes, and other customs fees at checkout. HINOYA Online Store guarantees you will not be required to pay any additional cost on delivery when you prepay these fees at checkout.

In some countries, you have to pay duties, taxes, and other customs fees upon delivery. This means you don't prepay duties, taxes, and other customs fees at checkout so you need to pay for those upon delivery. If you refuse to receive your order products upon delivery and those are returned to us, you will be responsible for the shipping costs of the round trip.

For more information regarding duties, taxes, and other customs fees, please look over 【Shipping (Outside Japan】.

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.

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.

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.

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.

We cannot accept Returns or Exchanges such cases below.

• If the person making the return or exchange is different from the purchaser.
• If you don't inform us of the intent to return or 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).

For more information regarding Returns&Refunds and Exchanges, please look over 【Shipping (Outside Japan】.

Pre-order service for items scheduled to arrive in stock is available only to customers who are certain to purchase the item.

Please CONTACT US by email with the detailed information you want to pre-order.

For pre-order items, we will contact you by e-mail after the items are in stock. please place your order within one week after the contact from HINOYA Online Store. In addition, please note that your order will be canceled if we are unable to contact you for one week after your pre-order item has arrived.

※Once you cancel your pre-order, you will not be able to pre-order for the next time.

※Please contact us for "put items on hold" and "pre-order" after careful consideration.

Customers with store accounts will automatically earn points for purchases. If you don't have one yet, create a store account now!

Here are all the ways you can earn points.

• Create a Store Account, "Get 500 points as a welcome bonus".
• Make a Purchase, "Get 1 point for every ¥100 JPY you spend (excluding any shipping fees, shipping taxes & purchases of gift cards)". *1
• Birthday Bonus, "Get 500 points in your birthday month". *2

(※1) Now, we provide international shipping service with "Global-e", a trusted global e-commerce vendor. Each price displayed on our website depends on the country you select. Prices for most countries include taxes and duties. Regardless of whether or not taxes are included in the product price in your shipping country, the basis for points earned through the HINOYA Rewards Program is calculated based on the retail price in Japanese yen, excluding consumption tax.

(※2)Only those who have registered their birthday month in the "HINOYA Rewards Program" after creating a store account. Also, you need to meet the following conditions for the birthday bonus.
 A) You must have an actual purchase (orders with no returns or refunds) at least 30 days prior to the first day of your birthday month (e.g., August 1 for those born in August).
 B) If you have registered your birthday by the month prior to your birthday month, points will be awarded at the beginning of the month (or at the end of the month for those who registered in the current month).

(※3) Please note that points will be canceled without prior notice if we determine that points have been earned fraudulently.

(※4) Points would be earned when "Fulfillment Status" becomes "Fulfilled".

(※5) You can use points after 14 days pending period.

Please click 'HINOYA Rewards Program" at the bottom center of the page to see how to use points

• Use your points to redeem rewards as discount codes. You can apply the discount code on the payment page during checkout. One discount code can be used per order.
• 1JPY for every 1 point up to 10,000JPY (min. order 1,000JPY)
• Now, we provide international shipping service with "Global-e", a trusted global e-commerce vendor. Coupons earned through the "HINOYA Rewards Program" are in Japanese yen. When you actually use the coupon, it will be converted to your payment currency at the exchange rate at that time. Please check the checkout page for the actual discount amount.
• Only one coupon can be used per order.
• Coupons cannot be used in combination with other promotions.

Points will expire according to the following scheme.

(Points Earned Period) Jan 1, 2022　-　Dec 31, 2022
(Points to Expire On) Dec 31, 2023

(Points Earned Period) Jan 1, 2023　-　Dec 31, 2023
(Points to Expire On) Dec 31, 2024

※Dates are based on JST (Japan time).

Jeans have different shrinkage rates for each model. Also, the size around the hips and thighs of each product, such as thicker or thinner, varies.

Even if they are the same model and the same size, the shrinkage rate of jeans will vary depending on the washing and drying method. Distressed models and one-washed models of jeans have more individual differences.

[Size Measurements on HINOYA Online Store]
There are various types of non-washed jeans. Please be sure to refer to the product description when purchasing.

For example, if a patch is size W32 and

• "The size on the patch is W32 and after washing, the size becomes closer to the W32-inch. (The measurements before washing is larger than W32-inch.)"
• "The size on the patch is W32 and after washing, the size becomes smaller than the W32-inch. (The measurements before washing are W32-inch, and it will shrink from it.)

※If you have any questions about jeans or other products, please feel free to CONTACT US.

HINOYA Online Store photographs products using a digital camera and then applies color processing and other processes to the products.

The colors and brightness expressed on your computer may vary depending on the type and environment of your computer or monitor. Please understand this.

※Please note that we do not allow the images used in our store to be used on other websites without permission.