Refund policy
Return and Refund Policy
1. Returns
We accept returns if you contact us by email or telephone within 7 days of delivery. After contacting us, please send the item to the address below with shipping prepaid. Return shipping is, in principle, paid by the customer.
Return address: D.C.WHITE Returns & Exchanges, Shinyo Building 5F, 9 Bentencho, Shinjuku-ku, Tokyo 162-0851, Japan
Once the item reaches us and we confirm it is in resalable condition (unused, tags attached, unsoiled), we refund the full amount. Refunds are issued to the same payment method used for the order, and processing may take 3 to 5 business days. For orders paid by cash on delivery or bank transfer, we refund by transfer to a bank account you specify (transfer fees are paid by us).
2. Exchanges
If you contact us by email or telephone within 7 days of delivery, we accept exchanges for a different size of the same item, subject to stock. Exchanges for a different item are not accepted. If the size you want is out of stock, we handle it as a return and refund.
For exchanges for personal reasons (size, a different impression of the item and so on), you cover only the return shipping; we cover shipping the replacement. Please send the item back to the address below with shipping prepaid.
Return address: D.C.WHITE Returns & Exchanges, Shinyo Building 5F, 9 Bentencho, Shinjuku-ku, Tokyo 162-0851, Japan
If the item being exchanged is 40,000 yen or more including tax, we also cover the return shipping. In that case we arrange a Sagawa Express collection, so there is no need to send the item yourself. Once we have your preferred collection date and time, the driver will come with the shipping label; simply hand over the packed item. Please be sure to contact us first.
Once the item reaches us and we confirm it is in resalable condition, we send the replacement.
3. Faulty items and wrong deliveries
For items faulty on arrival or wrong deliveries, please contact us by email or telephone within 7 days of delivery. We cover shipping both ways and all fees. If stock is available we replace the item; if not, we refund. The same applies to sale items and orders from outside Japan.
*Sending a photo showing the condition of the item before returning it helps us check and advise you smoothly.
4. When returns and exchanges cannot be accepted
In the following cases the item cannot be resold, so we cannot accept returns or exchanges. Faulty items and wrong deliveries are excepted.
- Items that have been used, even once
- Items whose tags or accessories have been lost or damaged
- Items soiled, damaged or affected by odours after delivery
- Sale items or specially priced items
- A second exchange
- Purchases from outside Japan
*If you have only tried an item on, it is very unlikely that any of the above applies.
5. Cancellations and changes
Until we send the shipping confirmation email, we accept cancellations and changes of size or colour. Please contact us promptly by email or telephone. Once the shipping confirmation email has been sent, the order is handled as a return rather than a cancellation. For sale items, we cannot accept cancellations, changes or requests to combine shipments after ordering.
6. A note and a request
We want to reduce, as far as we can, any uncertainty that comes with buying online. If you have any questions about an item, such as its size or colour, please feel free to ask us, even before purchasing. We will respond sincerely so that you can have a satisfying experience.
Contact
E-mail: info.s.o.connect@gmail.com
Telephone: +81 70-9480-7530 (Mon–Fri 10:00–18:00 JST, excluding Japanese public holidays)