User Guide
guide
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Cancellation before shipment
- Please select "Order/Cancellation" > "Cancel Order" from the chat support page, then enter the necessary information and contact us.
- After checking, a representative will contact you.
In case of cancellation after shipment
- We will accept returns. Please contact us via chat support by selecting "Returns and Exchanges."
Return acceptance period
Within 7 days after receiving the product (for example, if the product is delivered on April 1st, the return must be made by April 7th)*Even if you do not plan to use the product immediately, please make sure to check that there are no problems with the product when it arrives.
Items not eligible for return
- If the product has been used or washed
- If the product tag or accessories are lost or damaged while in your possession
- If the item becomes scratched, broken, soiled, wrinkled, etc. while in the customer's possession (including odors, etc.) *If, after the returned item is inspected by our company and determined to fall under any of the above, we will refuse to accept the return.
- For products purchased outside of the KINDCARE Online Shop , please contact the store where you purchased the product.
How to apply for a return or refund
- Please contact us via chat support, select " Returns and Exchanges " and fill in the necessary information.
- A representative will contact you shortly with information on how to return the product. *We will also handle returns if the product is defective or faulty. *Please note that if you wish to return the product for personal reasons, you will be responsible for the shipping costs.
Exchange acceptance period
- Within 7 days from the date of delivery (e.g. if delivered on April 1st, by April 7th) For those who don't know whether to include the date of receipt on the 7th or not *Please be sure to check that there are no problems with the product when it arrives, even if you will not be using it right away.
Exchangeable items
- If the product has an initial defect or malfunction
- If you receive a product that is different from the one you ordered , *If the product is out of stock at KINDCARE Online Shop, we will accept returns (refunds). *In the case of an exchange, we will exchange the product with the same part number, size, and color as the product you ordered.
Not eligible for exchange
- In cases due to customer reasons (size does not fit, the product is different from what you expected, wrong product ordered, etc.) *Please return the product and place a new order for the desired product.
- If the item becomes scratched, damaged, soiled, wrinkled, etc. while in your possession (including odors, etc.)
- Products purchased outside of the KINDCARE Online Shop *Please contact the store where you purchased the product.
How to apply for an exchange
- Please select " Returns and Exchanges " from the chat support page and fill in the necessary information to contact us.
- A representative will contact you with instructions on how to exchange the item. *We will cover the shipping costs for exchanges.
You can pay by credit card, Amazon Pay, Shop Pay, Google Pay, etc.
* Additional fees may apply for remote islands. Please contact us for details.
Delivery time
Orders placed before 11:00am (excluding weekends and holidays) will be shipped the same day or within 3 business days.
Please note that due to inventory and distribution conditions, it may take up to 10 business days.
If the item needs to be ordered, we will contact you in advance.
Packaging Method
We try to ship items in one package as much as possible, but in the case of products ordered from manufacturers, or in consideration of delivery standards, weight, and safety, we may divide the package into multiple packages even for the same order.
About Membership Registration
- As a KINDCARE Online Shop member and by registering for our newsletter, you can enjoy various benefits. [Benefits] 10% off your first purchase, free shipping on purchases (excluding some promotions), information on new products, promotions, and sales, etc.
- This offer is only available at the KINDCARE Online Shop. Please note that it cannot be used in stores.
Points allocation
- KINDCARE Online Shop members will receive points that can be used at the KINDCARE Online Shop according to the amount of the product they purchase. Membership is free.
- 3% of the total price of your purchased items (excluding tax) will be awarded as points. [Example] If you purchase 16,500 yen (tax included) and 11,000 yen (tax included): Total amount 25,000 yen (excluding tax) x 3% = 750 points
- You can check your earned points on the Loyalty Points page in your My Account.
- Points will be awarded 10 days after the product is shipped (points will not be awarded when the order is confirmed).
- When using points for purchases, points will be awarded based on the total purchase amount (excluding tax) minus the amount used for the points.
- If you cancel (return) your order, the points you have earned will be forfeited.
About using points
- 1 point is worth 1 yen and you can use 100 points for shopping.
- After logging in, go to "Use points" during the checkout process, enter the number of points you want to use, and click the "Apply" button. The points will be deducted from the product subtotal.
- Please note that points are only available at the KNDCARE Online Shop and cannot be used in stores.
Note
- If you make a purchase without logging in, you will not receive points.
- Consumption tax, shipping fees, and handling fees are not eligible for point rewards.
- Points are valid for one year from the date of shipment. For example, if the product is shipped on January 1, 2024, the points will be awarded on January 10 and expire on January 1, 2025.