返品について
How to return/exchange
Please make sure to read the following information regarding returns and exchanges.
フロー
①-1 Returns Process
- Check the Refund Policy and How to return.
- Contact Aucentic Customer Support
(via in-site chat or official LINE) - Aucentic will guide you through the return registration process.
- Register your return (takes 2-3 minutes).
- Return the item to the designated address.
・If using Sagawa Express pickup, no shipping label is required.
・We will provide the address when you register for exchange.
・Return shipping costs are the customer's responsibility.
(Excluding cases of initial defects)
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- Inspection conducted.
- Return registered and customer contacted.
フロー
①-2 Exchange process
- Confirm our Refund Policy and Return Instructions
- Contact aucentic Customer Support
(via in-site chat or official LINE) - aucentic will provide instructions for exchange registration
- Register for the exchange (takes 2-3 minutes)
- Return the product to the designated address
・If using Sagawa Express pickup, no shipping label is required.
・The address will be provided during exchange registration.
・Return shipping costs are borne by the customer.
(Excluding initial defects)
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- Inspection conducted
- Exchange item shipped
- Exchange registration completed and customer notified
リターンについて
② Basic rules for returns
- Please use the same cardboard box and packaging materials as when the item was delivered.
- Please use the filler material (paper to prevent misshaping) and dust bag that came with the product.
- Returns using only plastic bags or paper bags are not allowed.
- If you have discarded the cardboard box, please prepare a box of equivalent strength and size.
- Be sure to include all accessories (shoulder strap, warranty, tags, etc.).
- Affix the shipping label to a flat surface of the cardboard box and seal it securely.
▼ Return Checklist
☑ Product is free of dirt and water damage
☑ Filler material has been inserted
☑ Accessories have been included
☑ Product has been securely packed in a cardboard box
*Please refer to our return/refund policy here.
CAUTION
③ Precautions regarding the return status
Depending on the condition of the returned item, we may not be able to accept returns.
If the item is returned in any of the following conditions, we will not be able to accept the return and will resend the item to you.
▼ Examples of items that cannot be returned
- The item is wet or dirty.
- There are strong odors, such as perfume or tobacco.
- There is damage such as loss of shape, scratches, creases, or deformation, which did not occur during shipping.
- Accessories, warranty cards, dust bags, etc., are missing.
- The item was returned with inappropriate packaging, such as paper bags or plastic bags.
※ If a return is rejected, it is a decision made to maintain quality. Thank you for your understanding.
よくある質問
FAQs
The return shipping fee varies depending on your region and the shipping carrier, so we cannot provide a uniform quote. We apologize for the inconvenience, but please contact the shipping carrier you plan to use directly when shipping your return.
If you have discarded the original cardboard box, please prepare a box of equivalent strength and size.
Suitcases and leather products may be deformed by impact during shipping, so please pack them securely with cushioning material or paper.
*Please refrain from returning items in only paper bags or simple packaging, as this may cause damage.
Once your returned item arrives, we will sequentially inspect it and proceed with the return registration and refund process.
Please allow approximately 5–7 business days for return registration and an additional 1–3 business days for the refund to be reflected thereafter.
*Depending on your payment method and card company, it may take several days for the refund to be reflected.
For more details on refunds, please refer to our Refund Policy.
We do not accept specific refund methods.
Generally, refunds will be issued to the same payment method used for the original purchase.
▼Examples
Credit card payment → Refund to credit card
Paidy → Refund to Paidy account
If you wish to cancel after initiating a return procedure, please contact us via chat or LINE before shipping the item.
If the item has already been returned, it may be processed as a return after inspection upon arrival.
If the product is found to have stains, damage, odors, inappropriate packaging, etc., we may not be able to accept returns and the product may be resent to you.
Thank you for your understanding.
If you wish to return an item, please contact us at the following:
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