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 ¥11,000 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

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

Dispatched within 3 business days of the order (weekdays only). A preferred delivery date can be set from 7 business days after the order date onward (this varies by region). 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 / Diners)
• PayPal
• Bank transfer
• Cash on delivery
• PayPay
• merpay
• au PAY
• Rakuten Pay

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.

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4. Cancellations, returns and exchanges

4.1 Returns

We accept returns within 7 days of delivery. Please contact us in advance by chat or email, then send the item back to the address below with shipping prepaid.

Return address: D.C.WHITE Returns and Exchanges, Shinyo Building 5F, 9 Bentencho, Shinjuku-ku, Tokyo 162-0851

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.

4.2 Exchanges

We accept exchanges within 7 days of delivery, subject to stock. Please contact us in advance by chat or email to tell us you would like an exchange.

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 and Exchanges, Shinyo Building 5F, 9 Bentencho, Shinjuku-ku, Tokyo 162-0851

For orders of 40,000 yen or more including tax, we also cover the return shipping. In that case we arrange collection by Sagawa Express, so there is no need to send the item yourself. Once we have asked for your preferred collection date and time, a driver will come with the waybill, and you 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 ship the replacement.

4.3 Faulty items and wrong deliveries

Please contact us by chat or email within 7 days of delivery. Shipping both ways and any fees are covered by us. Where stock allows we exchange the item for a good one; where it does not, we issue a refund.

*A photograph showing the condition of the item, sent before you return it, makes checking and advising you faster.

4.4 When returns and exchanges cannot be accepted

In the following cases the item cannot be resold, so we are unable to accept a return or exchange.

• Items that have been worn, even once
• Items whose tags or accessories have been lost or damaged
• Items soiled, damaged or left with an odor after delivery
• Sale items or items at a special price
• A second exchange
• Purchases made from outside Japan

*If you have only tried the item on, you will almost never fall under the conditions above.

4.5 Cancellations

Whether a cancellation is possible depends on how far the order has progressed, so please contact us by chat or email as soon as you can. After dispatch, the request is handled as a return rather than a cancellation.

4.6 A note and a request

We want to take as much uncertainty out of buying online as we can. If anything about an item is unclear, fit or color included, please ask us, even before you order. We will answer honestly, so that the experience is one you are glad to have had.

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5. Sales and campaigns

• Sale prices may change without notice. We cannot change the price once an order is confirmed.
• Sale items are not eligible for points (except under a separate campaign).
• Stock is shared with our physical store, 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. 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: 070-9480-7530 E-mail: info.s.o.connect@gmail.com Hours: Mon–Fri 10:00–18:00 (excluding public holidays)