Refund policy

Returns & Exchanges

 

We hope you are completely satisfied with your purchase from Haku Clothing. If for any reason you are not, we gladly accept returns and exchanges for brand-new, unused items.

IMPORTANT

  1. Before sending anything back, please contact us via the Return Request Form. Returns sent without prior notice will not be accepted and will be returned to you.
    *Any costs incurred (including customs duties and taxes) as a result of a failure to follow the return instructions provided by us via email or herein, shall be deducted from the refund or credit amount.

    Return Request Form
  2. For returns or exchanges requested for customer reasons, the customer is responsible for the actual shipping costs to send items back to our office in Japan. Please be aware that shipping fees may be high depending on the courier you choose.

  3. For exchanges, you must first return the item you wish to exchange and then place a new order for the desired product.

Return & Exchange Conditions

  • Returns are accepted within 14 days of delivery, or 7 days after your return request is approved, whichever is later.
  • Items must be unworn, undamaged, and in their original packaging.
  • Shoes must not be tried outdoors or on rough surfaces.
  • For exchanges, please return the original item and place a new order.

If you wish to exchange the items for a different size/colour, you must return the goods once and then place another order for the item you wish to exchange. For more information, please contact customer service.

Items Not Eligible for Return

  • Items returned after 14 days from the delivery 

  • Used, washed, modified or damaged items

  • Items that have been wrinkled when tried on (mainly leather products).

  • Items with odors (perfume, smoke, etc.)

  • Items that their box, instruction manual, accessories, etc. are damaged, broken, lost, or discarded.

  • Poorly packaged returns

  • Underwear, socks, and other intimate items


How to Return

  1. Submit your request via our Return Request Form within 14 days of delivery.
  2. Once approved, you can choose to either:

    ・Ship the item using a courier of your choice (with tracking), or
    ・Request a return shipping label issued by us (we will send it to you by email).

    Please note:

    -Return shipping labels issued by our brand are limited to FedEx only, and shipping costs will be a flat rate of 60 USD, which will be deducted from the refund amount. *For currencies other than USD, the exchange rate will be used at the time of return processing.

    If customs duties are incurred, we will charge you separately for the amount.　

    -When returning the item, please use the original box or bag in which the item was delivered. Do not return items in inadequate or unprotected packaging.
  3. Carefully repackage the item(s) and include the invoice.
  4. Send us the tracking number and receipt photo once shipped.

Shipping & Refunds

Customer-requested returns:

  • Return shipping is at the customer's expense (actual cost will vary depending on location and the size of the package.

  • Initial shipping costs will be deducted if the remaining order value falls below the free shipping threshold.

*The free shipping threshold and the initial shipping rate applied to returns will be based on the exchange rate at the time of purchase.

In the event that an order is canceled at the customer’s request due to delays in customs procedures, a cancellation fee of USD 60 will be deducted from the refundable amount.
However, in cases of loss or similar incidents, we will provide either a full refund or a replacement shipment. Determination of loss shall be made by FedEx.

If item was incorrect or faulty:

  • Return and re-shipping are free of charge.

 

We will process refunds within 1–2 business days after receiving your return.
Refunds will be issued to your original payment method or as store credit. Please allow up to 10 business days for the amount to appear in your account.

 

Wrong or Defective Items

If you received the wrong item or a defective product, please contact us within 14 days with a photo.

We’ll confirm the issue and offer a replacement or refund. Used or washed items may not be accepted.

Please note that if our company or the manufacturer determines, upon inspection, that the issue does not qualify as a defect, we may not be able to accept returns or exchanges.

Due to international shipping, there may be cases where product boxes are damaged during transit. If the product itself is not affected, such cases cannot be treated as defective items. In the unlikely event that the product itself is damaged during transit, please contact our store.

If you have any questions, feel free to contact us at:
info@haku-clothing.live