Terms of service

Terms of Service

1. Shipping fees and delivery

1.1 Carriers

Sagawa Express / Japan Post

*If you would like a specific carrier, please ask us beforehand. We are generally unable to accept such requests after a purchase.

1.2 Shipping fee

A flat ¥880 (incl. tax) nationwide. Free on orders of ¥10,000 or more including tax. Some areas, remote islands among them, may carry an additional fee. If that applies we will let you know by email after your order.

1.3 Delivery time slots

If you contact us by email or telephone, you may choose from the following.

• Morning
• 12:00–14:00
• 14:00–16:00
• 16:00–18:00
• 18:00–20:00
• 19:00–21:00

1.4 Dispatch schedule

We usually ship on the same or next weekday. At the latest, orders are dispatched within 3 business days (weekdays only). Requests for a delivery date or time slot are accepted by email or telephone (depending on circumstances, we may not be able to meet your request). Without a request, we deliver as soon as possible.

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2. Payment

2.1 Payment methods

• Credit card (VISA / MasterCard / JCB / AMEX)
• Shop Pay / Apple Pay / Google Pay
• PayPal
• Bank transfer
• Cash on delivery
• PayPay
• merpay
• au PAY
• Rakuten Pay

*For orders from outside Japan, credit cards, Shop Pay, Apple Pay, Google Pay and PayPal are available.

2.2 Bank transfer details

Kansai Mirai Bank, Miyakojima Branch, ordinary account 0076156, S&O CONNECT

*Transfer fees are the customer's responsibility. Please send payment within 5 business days of your order. If payment is not confirmed within 10 business days, we cancel the order.

2.3 Cash on delivery fee

We charge no cash on delivery fee. On receipt of the goods you pay the order total only (the price of the items and the shipping fee).

*The limit for cash on delivery is ¥300,000.

2.4 When payment is due

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3. Order validity and delivery timing

If an item is out of stock we will contact you promptly. *Shipments outside Japan are handled by DHL Express. For details of shipping fees, duties and so on, please see the Guide for Customers Overseas.

Pre-order items

Pre-order items are charged at the time of order. The expected dispatch period is shown on each product page. As with regular items, cancellations are accepted until we send the shipping confirmation email.

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4. Cancellations, returns and exchanges

4.1 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).

4.2 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.

4.3 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.

4.4 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.

4.5 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.

4.6 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.

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5. Sales and campaigns

• Sale prices may change without notice. We cannot change the price once an order is confirmed.
• Stock is shared with our showroom, so if an item sells out we will contact you by email or telephone.
• During a sale, dispatch and requested delivery dates may take longer than usual.
• Cancellations, changes and requests to combine shipments cannot be accepted after an order for sale items.
• Returns and exchanges of sale items are declined except for faulty goods and wrong deliveries. Where an item is faulty and no replacement stock exists, we handle it as a return and refund.

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6. Our emails

If our email does not reach you, please check your spam folder and set info.s.o.connect@gmail.com to be received.

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7. Contact

Telephone: +81 70-9480-7530　E-mail: info.s.o.connect@gmail.com　Contact form: https://dcwhite.shop/pages/contact
Hours: Mon–Fri 10:00–18:00 JST (excluding Japanese public holidays). Enquiries received outside these hours will be answered in order from the next business day.