If the product you received is damaged.

If the delivered item is damaged, it may be eligible for compensation. You may be able to receive a replacement product or a refund.

We carefully package and ship our products, and it is extremely rare for items to be damaged before reaching you. A broken product likely experienced significant impact during transit.

First and foremost, please keep all delivered items, including the damaged product and its packaging materials, without discarding them. To receive compensation, you must submit the damaged product and packaging materials to the shipping company.

Next, please contact us.

At that time, please take photos of the delivery slip, the damaged product, and the packaging materials used, and send them to us. We will contact the shipping company and request an investigation into the product damage.

When we request an investigation from the delivery company, they will contact you. Please coordinate a date and time with the delivery company and hand over the damaged product, packaging materials, and delivery slip.

The shipping company will collect the damaged product for inspection. If the product is confirmed to have been damaged during transit, the shipping company will provide compensation. Once compensation is confirmed, we can either resend a new product or issue a refund.

If you are unable to cooperate with the survey, we will be unable to ship a replacement or issue a refund.

Please note that the investigation process may take some time.

Regarding the customs duties you paid

You paid us for the product and shipping.
Therefore, we can refund the product and shipping.

You paid customs duties to the tax office through the shipping company.
We did not receive the customs duties, so we cannot refund them.

We apologize for the inconvenience, but could you please contact the shipping company or tax office directly?

We appreciate your understanding.