Here at YUIMARU, we strive to provide an excellent customer experience. Below are some frequently asked questions (FAQ) regarding our products, shipping, returns, and policies. If you don’t find the answer you’re looking for, please feel free to contact us!
1. What is your return and exchange policy?
We offer a free return and exchange service for eligible products in the United States. For international customers, return shipping is at the customer’s expense. To be eligible for a return or exchange, items must be unused, unworn, and in original condition with the tags attached. Please refer to our Refund and Returns Policy for full details on how to initiate a return or exchange.
2. How long will it take for my order to arrive?
- United States: Orders typically arrive within 15-20 business days.
- European Union (EU): Orders typically arrive within 15-20 business days.
- Other International Locations: Orders typically arrive within 20-25 business days.
Please note that delivery times may vary due to factors such as customs processing or shipping delays.
3. Do you offer free shipping?
Yes! We offer free shipping on all orders over $50 USD for both domestic and international customers. For orders under $50, the standard shipping fee is $7 USD.
4. What shipping carriers do you use?
We use trusted international and domestic shipping carriers to deliver your orders. Once your order has been shipped, you will receive an email with tracking information so you can follow the progress of your delivery.
5. Do you ship internationally?
Yes! We offer global shipping to many countries, including the United States, European Union, and other international locations. Please note that customs duties and taxes may apply for international orders and are the responsibility of the customer.
6. Can I track my order?
Yes! Once your order is shipped, we will send you a tracking number via email. You can use this number to track your package through the carrier’s website.
7. How do I return a damaged or defective item?
If your item is damaged or defective upon arrival, please contact us immediately at [email protected]. Provide photographic evidence of the damage, and we will arrange a free return and offer a replacement or full refund.
8. Are there any non-returnable items?
Yes, the following items are non-returnable:
- Sale items
- Gift cards
- Custom or personalized items
- Items that have been worn, washed, or damaged by the customer after receipt
Please refer to our full Refund and Returns Policy for more information.
9. How long will it take to process my return or exchange?
Once we receive the returned item, we will process your return or exchange within 7–10 business days. Refunds will be issued to your original payment method.
10. What if my order is lost in transit?
If you believe your order has been lost, please contact us as soon as possible. We will work with the shipping carrier to resolve the issue and ensure your order is delivered.
11. Will I be charged customs duties or taxes for international orders?
Yes, customs duties and taxes are the responsibility of the customer for international orders. These charges will not be included in the shipping cost and will be assessed by the customs office in the destination country.
12. What if my product doesn’t fit or I changed my mind?
If the product doesn’t fit or if you change your mind, you can return or exchange the item, provided it is in new, unused condition. Please refer to our Refund and Returns Policy for more information about initiating a return or exchange.
13. How should I care for my denim products?
To ensure your denim products last longer, we recommend following the care instructions on the label. Generally, washing denim in cold water and air drying helps maintain its shape and color.
14. Do you offer customer support?
Yes, we are happy to assist you! If you have any questions or need help with an order, please contact us at:
- Email: [email protected]
- Phone: 090-3745-3450
- Address: 〒744-0015,Otemachi 2-5-1-201,Kudamatsu-shi, Yamaguchi-ken,Japan
We aim to respond to all inquiries as quickly as possible.
We hope this FAQ has been helpful! If you have any other questions or need further assistance, please don’t hesitate to contact us. Thank you for choosing YUIMARU!