Refund policy

[International Shipping]
•DHL EXPRESS WORLDWIDE service with flat rate(JPY2,000) 
•Your order is usually shipped out within 3 business days from the placement of the order. However, any orders cannot be shipped out on weekend and holidays.
*DHL doesn't deliver any items to PO boxes, some countries and regions.

[Domestic Shipping(Japan)] 
•Yamato Transport with flat rate(JPY770 include tax)
•Your order is usually shipped out within 3 business days from the placement of the order.

*We offer free worldwide shipping with all orders over JPY30,000. Pre-order items and regular items will be calculated separately.

 

[TAXES & DUTIES]
All customs, taxes and/or duties are included.  All orders are shipped Incoterms 2020 - DDP (delivered duty paid).

[DELIVERY STATUS]
When your order leaves us, we will inform you the tracking number via email.

[Store Pick Up]
KUON Flagship Store(Free of Charge)
2-15-10 Jingumae, Shibuya-ku, Tokyo 1500001, Japan

Business hours: 

Monday and Friday: 1pm-7pm,

Sat, Sun and Holiday 12pm-7pm

*Closed on Tuesday, Wednesday and Thursday

You will receive a notification when the products are ready to be picked-up. Usually it takes about 2 hours for the preparation, but it might take longer in some cases. *In the cases that the ordered items are not collected within 7 days after the order placement, the order is considered cancelled.

* There could be some cases that orders may be delayed due to factors out of our control. We are not responsible for any delays and/or damages caused while in transportation by couriers or customs agencies.

[RETURNS]
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund when you return your item with freight collect service. Usually refunds will be made within 3 business days from the arrival of the returned products.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 14 days after delivery

[REFUNDS] 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

[LATE OR MISSING REFUNDS] 
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at store@kuon.tokyo.

[SALE ITEMS] 
Only regular priced items may be returned or refunded, unfortunately sale items(discounted items) cannot be returned or refunded.

[EXCHANGES] 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at store@kuon.tokyo first, and send your item to: 2-5-10 Jingumae, Shibuya-ku, Tokyo 150-0001, JAPAN

[RETURN SHIPPING]
First of all, contact us at store@kuon.tokyo before returning the items. The returning address is; 2-5-10 Jingumae, Shibuya-ku, Tokyo 150-0001, JAPAN

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund when you return your item with freight collect service.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.