Returns and Refunds Policy

This policy sets out the cancellation, return, refund and replacement conditions for orders delivered outside Japan by CIELOHUK, operated by 合同会社Cielosiro, a Japanese limited liability company. Read it together with our Terms of Service and any specific conditions shown on the product page. For orders delivered within Japan, the domestic conditions in the Japanese 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.

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.

A payment cancellation, dispute or chargeback submitted to a payment provider is not a cancellation request to us.

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. An item that does not fit is treated as a personal-preference issue, for which returns are not accepted. If we sent a size different from the one you 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.

Shipping charges include customs duties and import taxes for all our supported delivery destinations. 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. This reimbursement is separate from the weight-based shipping allocation used for defective, incorrect or lost items.

Refund method and store-credit payouts

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.

Contact us

For cancellations, refunds or replacement enquiries, use the support chat at the bottom of the store and provide your order number.