Returns

When the product arrives

I want to return my order!

Refunds for customer reasons

When the product arrives

When the product arrives, please make sure to check with the tag attached whether the product is defective, whether the size is correct, and whether there are any errors in your order. For information on defective products or incorrect shipments, please click here.
*For products from sellers other than Onward Kashiyama, please check the notes regarding returns listed on the delivery note.

We cannot accept returns for products that have been used or have been received more than 8 days ago, so please make sure to check the item carefully, including trying it on.

*Please make sure to try on shoes indoors.
*When trying on items, please be careful not to let perfume, cosmetics, cigarette smells, etc. get on the item.
*If the product shows signs of wear, we cannot accept returns or exchanges.

I want to return my order!

You can return items for your own convenience after delivery has been completed, except for items that are not eligible for return, such as items used with coupons or campaigns, hygiene products, items with hemming services applied for, gift-wrapped items, made-to-order items, and reused items.
*Size and color cannot be changed or exchanged for a different product.
If you wish to return an item, please contact us by clicking on "Check your order and delivery history" → "Order details and various procedures" → "Register a return".
Please note that we cannot accept returns in the following cases:
1. Items that have been delivered more than 8 days ago
2. Products that have been used, altered, washed or cleaned
3. Products with missing accessories, such as product tags or labels.
4. Products that have acquired odors, stains, or scratches while in the customer's possession
5. Products that are returned in a condition that is significantly different from when they were delivered (including the box and accessories)
6. Products with opened packaging (e.g. CDs where the packaging is part of the product)
7. Items not eligible for return
8. If you make a purchase without registering as an Onward Member (guest purchase)
【Precautions】

When trying on items, please be careful not to let perfume, cosmetics, cigarette smells, etc. get on the item.
Please try on the item without removing the tag.
Please make sure to try on shoes indoors.
*If we determine that the item has been worn, we will not accept returns.
Since the shoe box is also part of the product, we will not be able to accept returns if you return the item with the shipping label attached directly to the shoe box.
We cannot accept exchanges of products, including size changes.
*In case of defects, we will only accept exchanges if we have stock.
If you return the product for your own reasons, you will be responsible for the shipping costs.
Items purchased at Onward Closet cannot be returned or exchanged at the store.

Click here for details

Refunds for customer reasons

■クレジットカード、d払い、PayPay、楽天ペイ、au PAY、エポスかんたん決済、Amazon Pay、Smartpay、アトカラの場合
Refunds will be made via each payment company.
Depending on the closing dates of each payment company, the order amount may be debited once.
In this case, please note that the payment company will refund you or deduct the amount from your usage by the following month or the month after.

Please note that we are unable to investigate the status of refund procedures at the payment company due to privacy concerns.
ご返金状況の詳細は、ご利用いただきましたお支払方法（クレジットカード、d払い、PayPay、楽天ペイ、au PAY、エポスかんたん決済、Amazon Pay、Smartpay、アトカラ）のご利用明細等にてご確認いただけますようお願い致します。
*If you pay by credit card, installment fees will not be refunded.
*If the payment company is unable to cancel the transaction, the money will be refunded via the remittance agent "Net DE Receipt Service (WELLNET Co., Ltd.)" and a service fee of 440 yen will be deducted. Thank you for your understanding.
*If you pay with PayPay, please note that if you return the same order for the second time or later, the refund will be made via the "Net DE Pickup Service (WELLNET Co., Ltd.)" and a handling fee of 440 yen will be deducted.
* If you are using limited-time points with d Pay, they will expire and will not be refunded if the expiration date has passed. (For more information on d Pay, click here.)
*If you are using limited-time points with Rakuten Pay, they will expire and will not be refunded if the expiration date has passed. (For more information on Rakuten Pay, click here.)
※アトカラでの返品についてはGMOペイメントサービス窓口（0570-666-089 10:00-17:00（土日祝除く）へお問い合わせください。

■ If you pay by cash on delivery
The refund will be made via the remittance agent "Net DE Receipt Service (WELLNET Co., Ltd.)".
We will send you an email, so please follow the instructions there.
A refund fee of 440 yen will be deducted.
※送信元メールアドレスは「co_info@well-net.jp」となります。スムーズに受信できるよう、ドメイン指定受信および、「メールアドレスの受信許可設定」にて、「@well-net.jp」の受信設定をご変更ください。

■ If you pay using the deferred payment service

If you have already paid
The refund will be made via the remittance agent "Net DE Receipt Service (WELLNET Co., Ltd.)".
We will send you a separate email within a few days, so please follow the instructions there.
A refund fee of 440 yen will be deducted.
※送信元メールアドレスは「co_info@well-net.jp」となります。スムーズに受信できるよう、ドメイン指定受信および、「メールアドレスの受信許可設定」にて、「@well-net.jp」の受信設定をご変更ください。
In case of non-payment
If you have not yet made payment, please discard the invoice.
We will send you another invoice for the deferred payment fee of 330 yen.
Also, if you have returned some of the items in your order and have not yet made payment, we will send you a new invoice with the corrected amount, so please make the payment using that invoice.

【Precautions】
*When returning a product that has a purchase amount for which we will cover the shipping costs, if the returned product falls below the purchase amount for which we will cover the shipping costs, we will deduct the shipping costs from the refund amount.
*If the conditions for using a discount coupon or campaign are no longer met, the coupon or campaign discount amount will be deducted from the refund amount.
*If you sent the item cash on delivery, the shipping fee may be deducted from the refund amount.
*The points earned on the returned item will be automatically cancelled after the refund is processed. In addition, if the refund is processed after the points earned have been used, the points held may be negative.

Returns

Returns

Notice from ONWARD