Although we take every precaution, if products that you have received are defective or different from your order, we will accept your return and exchange the products.
We will give you instructions for how to deal with this situation including the “send back to” address, so please contact us within 7 days after the arrival of your order with the specific details.
Returns and exchanges due to customers’ personal preferences such as “the size doesn’t fit me,” “the product is not what I expected,” or “I made a mistake in my order” cannot be accepted. We do not accept returns, change of order contents, and additional orders after order completion. We ask for your understanding in advance.
When ordering, please confirm details of the products on the products page, etc.
Returns and exchanges cannot be accepted in following cases.
・Returns due to customers’ personal preferences such as “the size doesn’t fit me,” “the product is not what I expected,” “I made a mistake in my order,” etc.
・Products that have been delivered 8 or more days ago
・Products are used, altered, or washed
・Packing slips or product tags are missing
・Products have dirt or are damaged by customers
・Product conditions are quite different from when they are delivered to when they are returned (including boxes and attachments)
・Products have odor
・Packaging that is a part of products has been opened
・Products have not been purchased on buy-glasses.jp
・Products are sale products, outlet products, or reserved products
・Returns, exchanges, and cancellation due to dirt and damages on packaging materials, which occurred during storage, shipping, import, or other processes
Returns and Exchange Procedures
For defective products or wrong delivery, please contact us with the specific details within 7 days after the arrival of the products. We will then notify you the <<return address>>, so please send the products back. Please make sure to include documents such as packing slip along with the products to return.
Exchanged products will be shipped as soon as exchanged products are ready after the original products are received at our company and it has been made sure that they are not used. Please note that exchanges are only possible when products are still in stock.
Please note that we will refund the amount if we cannot exchange products due to circumstances such as products are out of stock.
We will bear the cost of delivery for returns and exchanges of defective products or wrong delivery.
*Please note that it may take some time for us to respond to you when you contact us before or on Saturdays, Sundays, Japanese holidays, and New Year holidays.
To Apply for Returns
Please contact us with specific details. *Please note that we do not accept returns after the return period is over
Refunds
For returns from the side of our company or a delivery service provider for reasons such as damages at the arrival, we will basically offset the amount with your credit card company. If offset is not an option with your credit card company, we will refund the amount of the price of the products along with delivery fee via bank transfer to your specified bank account.
In the case of a refund (not offsetable using your credit card), the amount equivalent to the price of the product along with the shipping fee will be paid to your specified bank account via bank transfer.
Please contact our customer center by email. We will give you instructions for the procedure in the return email.
After receiving your request, it takes about one to two months for us to make a refund.
Customs Duties
When importing products as general freight, the importer needs to pay certain customs duties and value added tax/consumption tax imposed by the country.
If you paid taxes upon arrival of our products, you need to take the tax refund procedure by yourself. Tax rates and systems vary by country, so please check the customs website, etc. of the relevant country.
e-mail: buyglassesjp@gmail.com
Please contact the customer center for questions about returns, exchanges, and refunds.
