Legal notice
Legal Notice under Japan's Act on Specified Commercial Transactions
This page sets out the seller's information and the terms of sale for orders delivered outside Japan through CIELOHUK. For deliveries within Japan, the domestic conditions in the Japanese Legal Notice, Shopping Guide and Returns and Refunds Policy apply.
Japanese law governs our Terms of Service and sales contracts. If laws applicable to your transaction contain provisions that cannot be excluded by contract, those provisions apply to the extent required. All conditions below are subject to this rule.
Seller
合同会社Cielosiro (a Japanese limited liability company)
Person responsible for operations
臼井 遥
Address
Room 402, 7-19-9 Nishi-Shinjuku, Shinjuku-ku, Tokyo 160-0023, Japan
Telephone
+81 3-6821-6895
Charges other than the product price
Shipping charges depend on the destination and the weight of the items in your order. Charges increase as the weight increases. You can check the shipping charge by entering your delivery address at checkout. Shipping charges include customs duties and import taxes for all our supported delivery destinations.
Bank-transfer fees and other payment costs charged to you by your payment provider are your responsibility. The final shipping charge and total payment amount are displayed at checkout.
If you are charged customs duties or import taxes separately, contact us with your order number and evidence such as an invoice or receipt showing the charge. We will review the evidence and refund the confirmed additional amount to the payment method used for your order.
The customs duties and import taxes covered by the shipping charge will not be charged again by us after your order has been confirmed.
Order validity and payment deadline
If bank transfer or convenience-store payment is offered for your order, payment must be received within 10 days of the order date. Orders are automatically cancelled if payment is not received by the deadline.
Payment methods
You can pay by credit card and other methods processed through Shopify Payments, or by PayPal. Other payment methods may also be available depending on your country or region and your order. Please check the options displayed at checkout for the methods available to you.
Payment-provider conditions apply to authorisation, payment timing, instalment options and payment processing.
Quantity limits
No general quantity limit is set. Any specific product conditions are shown on the product page.
Dispatch and delivery
Orders are normally prepared for dispatch within approximately 3–10 days after confirmation. Delivery times after dispatch vary by destination. See the destination table in our Shopping Guide for the applicable estimate; it excludes preparation before dispatch. If a product page states a separate lead time, please check that information. Customs clearance, weather and transport conditions may cause delays beyond these estimates.
Items sourced to order, including branded products, are dispatched once preparation and inspection are complete. Products are dispatched from our fulfilment location in China. We select the delivery method, and you cannot choose the carrier.
If we split your order into separate shipments for our own operational reasons, we will not charge additional shipping or import costs.
Changes to the delivery address
You may request a change to your delivery address before dispatch, provided that the change does not alter the shipping charge. Contact us before dispatch if you need to change the address. Delivery addresses cannot be changed after dispatch.
Cancellations after order confirmation
Once your order has been confirmed, we do not accept cancellations for personal reasons, even before dispatch. We do not accept cancellations after dispatch.
If an item has not been dispatched after 30 days have elapsed from the order date because of a dispatch delay, you may request cancellation of that unshipped item. If some items have already been dispatched, only the unshipped items are eligible. If the product page stated a lead time longer than 30 days when you ordered, the lead time and conditions on that page apply instead.
To request cancellation, contact us through the support chat at the bottom of the store with your order number and the reason for your request.
Returns for personal reasons
We do not accept returns for personal reasons, including a change of mind or differences in fit, colour or personal expectations. Please check the product description, size and colour carefully before ordering.
Defective or incorrect items
Check the contents and condition of your order before wearing, using or washing the items. If an item is defective or differs from what you ordered, contact us within 7 days, counting the day of delivery as day 1. Provide your order number and both photos and videos clearly showing the problem or difference.
We will review the photos, videos and order details. If we confirm a defect or an incorrect item, we will send a new replacement or issue a refund. We decide which remedy to provide based on the circumstances and stock availability. If we cannot send a replacement, we will issue a refund. We may ask for additional photos, videos or other information if the materials provided are insufficient. Reporting a problem alone does not guarantee a replacement or refund.
You do not need to return the item. There is no additional shipping charge for a replacement when we confirm a defect or an incorrect item.
Size exchanges
Size exchanges are currently unavailable. If we delivered a size different from the size ordered, the defective or incorrect-item procedure applies.
Refused or undeliverable shipments
If delivery cannot be completed because you refuse the shipment or because the address you provided is incomplete or incorrect, we do not refund the product price, shipping charge or other amounts paid for that order. Refusing delivery does not cancel your order. Please check your delivery details carefully before confirming your order.
Loss in transit
We issue a refund when tracking information confirms that an item has been lost in transit. If your order has not arrived, contact us with your order number and tracking number.
Refund amounts
If all items in your order are eligible for a refund because of defects, incorrect items or loss in transit, we refund the full amount paid, including the original shipping charge. If only some items are eligible, we refund the amount actually paid for those items and their share of the original shipping charge. That share is calculated by multiplying the original shipping charge by the proportion of the order's total item weight attributable to the affected items.
Refund method
Refunds are normally made to the payment method used for the order. If payment-provider restrictions or other limitations prevent a refund to the original payment method, we issue the refund as store credit.
Store credit issued as a refund has no expiry date. You may request a monetary payout of its unused balance through the support chat. We check the order history and the store-credit usage before processing the request. This payout procedure applies to store credit issued as a refund; purchase-reward credit cannot be exchanged for cash.
The time it takes for a refund to appear on your statement depends on the payment provider.
Enquiries
For enquiries, use the support chat at the bottom of the store.