Returns & Exchanges
We accept returns and exchanges within 30 days of delivery.
To be eligible for a return or exchange, items must meet the following conditions:
• Items must be unused, unwashed, and only tried on for fitting purposes
• Items must be returned in their original condition, including tags, accessories, and original packaging
• Proof of purchase (order number or confirmation email) is required
*Please note that returns or exchanges that do not meet these conditions may not be accepted.
Return Process
Returns and exchanges are handled through the Global-e return portal or by contacting our customer support team.
If you wish to request a return or exchange, please contact us in advance at: global-cs@tential.jp
Please note that returns sent without prior authorization may not be accepted.
Damaged, Defective, Incorrect, or Missing Items
Please inspect your order upon arrival.
If your item is damaged, defective, incorrect, or if items are missing from your order, please contact us within 7 days of delivery.
Once the issue is confirmed, we will arrange a replacement shipment or issue a refund.
In such cases, return shipping costs will be covered by us.
We may request the following information for verification:
• Photos of the outer box
• Photos of the packaging
• Photos of the items received
• Packing slip (if included)
*We may not be able to assist with claims reported after 7 days from delivery.
Returns Due to Customer Preference
For returns due to customer preference (e.g., size, color, or personal preference), customers are responsible for return shipping costs.
Original shipping fees are non-refundable.
Exchanges
We offer size exchanges for the same item, subject to availability.
Please contact us within 30 days of delivery to request an exchange.
Return shipping for size exchanges will be covered by us.
Replacement items will be shipped after the returned item has been received and inspected.
Exchanges are limited to size changes of the same item only.
We do not offer exchanges for different products or colors.
Non-Returnable Items
The following items may not be eligible for return or exchange:
• Items that have been opened and cannot be resold
• Items damaged due to customer misuse
• Items returned without prior authorization
• Final sale or outlet items (if applicable)
Refunds
Once we receive and inspect the returned item, we will notify you whether the refund is approved.
If approved, refunds will be issued to the original payment method within 10 business days.
Please note:
• Original shipping fees are non-refundable
• It may take additional time for the refund to appear depending on your bank or credit card provider