Returns & Exchanges
We want you to be completely satisfied with your online purchase. If you are unhappy for any reason, we'll gladly accept the return of unused/unworn items.
In order for your return to be valid YOU MUST NOTIFY US OF YOUR INTENT TO RETURN PRIOR TO SHIPPING THE ITEM BACK. Failure to do so will risk the items being lost and your return will not be accepted (parcels from customers that did not notify us 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.
- Returns and exchanges must be initiated within 14 days of receiving your order and items must be received by Finetrack within 45 days from the date of purchase, barring any customs-related delays for returns from outside Japan.
- All returned items must be in their new and original condition: unused, not hemmed, unwashed, unworn and with tags attached.
- All accessories and items accompanied by items originally (such as cases, user manuals, and spare parts) must also be returned.
- Products that come in direct touch with the skin, such as L1 Elemental Layer®, and certain products such as masks, cannot be accepted for returns or exchanges even if they are unopened/unused due to hygiene reasons.
- No returns or exchanges for discounted items are accepted.
- Returns that do not meet the above requirements will not be accepted.
- If your final purchase amount is below the free shipping threshold after returning a product, we will deduct the original shipping costs that would have been charged from the refund. However, if you choose to be refunded via a cash coupon, we won't deduct the original shipping costs.
- You will be responsible for all costs in relation to returns/exchanges, including return shipping costs, duties and taxes.
How to Return/Exchange
Return/Exchange Procedure Section
Initiate a Return/Exchange
- Within 14 days of receiving your order, please send your Return/Exchange request to customer service via email@example.com or live chat with the information set out below.
- For Returns: Please provide customer service with your order number, details of the item you want to return and the reason for your return, and we will get back to you with return instructions.
- For Exchanges: Please provide customer service with your order number, the item you would like to exchange and the model/size of the item to be exchanged so we can reserve your desired item so it does not sell out while we await your package.
- Package the Item(s)
- Pack your item(s) and invoice into a bag or box.
- Select Shipping Method
- Use any courier service that is convenient for you to send the parcel back within the specified time to the following address:
To: finetrack Logistics Center
Zip Code: 574-0053
Address: 6-15, Shindenasahimachi, Daito, Osaka
- On the air waybill please include your invoice number and note "Return shipment to Japan.
- All costs in relation to costs of returns/exchange shall be borne by you. Please note that the shipping fee quoted on our website for purchases under the free shipping threshold is not a reference for the actual return costs. We can also arrange for return shipping labels and pick up for you if you prefer, and we will deduct the return shipping costs from your refund amount.
- Send return tracking number
Prepare a photo or scanned copy of the return invoice/receipt and the tracking number to firstname.lastname@example.org.
- Refund Process
- If you have an account, login here.
- You may choose to receive your refund in the original form of payment or as store credit/coupon.
- Once we receive the returned item(s), your refund will be initiated within 1-2 business days.
- Refunds in the original form of payment may take up to 10 business days to show up on your account due to varying processing times between payment providers. If you do not receive your refund after 10 business days, please contact customer service via email@example.com or live chat and they will gladly assist you.