Return Policy
We hope you love your LOOPWHEELER order, but if you encounter any issues, please reach out to us with details of the original order number and the item(s) in question.
Returns are accepted only if the item is damaged, defective, or if you received the incorrect items.
Please note that we do not offer exchanges.
Contents
1. Damages and Issues
Please take a moment to inspect your order upon receipt. If you find any defects, damage, or receive the wrong item, contact us right away. We’ll evaluate the situation and make it right. Returns and refunds are available only for damaged, defective, or incorrect items with proof of purchase.
2. Return Process
To start a return, please contact our customer service team within 7 days of receiving your order. After 7 days from the receipt of the order, we cannot accept any return or refund, even if the item is damaged, defective, or incorrect.
To qualify for a return, the item must be in the same condition that you received it: unused or unworn, with tags, and in its original packaging. You will also need to provide the receipt or proof of purchase.
The returned item(s) must be received within 60 days of your return initiation. If we do not receive the item(s) within this period, a refund cannot be issued.
We kindly remind customers that returns cannot be processed at our physical LOOPWHEELER stores in Sendagaya (Tokyo), Osaka, or Fukuoka. Please follow our return process outlined above to ensure a smooth experience.
3. Refunds
We will notify you once we’ve received and inspected your return. If your return is approved, we’ll process your refund, which will be credited to your original payment method within 10 business days.
Please remember that it may take additional time for your bank or credit card company to process and post the refund.
Refunds are issued only to the original payment method used for the purchase. We do not provide refunds via bank transfer or any other method.
If more than 15 business days have passed since we approved your return, please contact us through our customer service page.
Refunds will only be issued for returns that follow our approved return process. Returns sent without prior approval are not eligible for a refund.
Refunds for Shipping Fees
- Shipping fees are refundable only in cases where a return is approved due to a damaged, defective, or incorrect item, and all items from the order are physically returned to us in accordance with our return process.
- Shipping fees are not refundable in cases of failed delivery, refused delivery, loss after delivery, packages marked as delivered by the courier, or returns initiated without prior approval.
- For partial returns, only the item price will be refunded, and shipping fees will not be reimbursed.
International Orders
For orders shipped outside Japan:
- When all items from an order are approved for return due to damage, defect, or incorrect shipment, and are physically returned to us, the item price and shipping fees will be refunded.
- For partial returns, only the item price will be refunded, and shipping fees will not be reimbursed.
Please note that any import duties, taxes, or other fees paid at the time of delivery are non-refundable. We recommend contacting your local customs office for more information regarding duty and tax refunds.
For any questions or further assistance, please contact our customer service team. We’re here to help.
Important Note Regarding Failed Deliveries
If a delivery is unsuccessful due to the destination country's customs regulations, the customer's refusal of delivery, or other circumstances resulting in the package being undeliverable and returned to us, the customer will be responsible for covering any costs related to the return. This includes, but is not limited to, return shipping, handling fees, and any applicable customs or duties. These costs will be deducted from the refund amount where applicable.
Please note that original shipping fees, duties, and taxes (including those prepaid under DDP terms) are non-refundable. Only the item(s) cost will be reimbursed.
Once a package is returned to us under these circumstances, we are unable to reship the order, and the transaction will be considered complete.
Important Note on Fabric Characteristics
Due to the nature of our TSURIAMI fabric, slight variations in measurements, texture, or feel do not constitute a defect. Each garment is individually produced using traditional TURIAMI (circular knitting) machines, and natural differences may occur within the acceptable tolerance of our production standards.
Claims based on individual fit preferences or minor discrepancies from size charts are not eligible for return or refund.
This Return Policy is governed by the same terms and legal framework outlined in our Terms of Service, including the application of Japanese law and the jurisdiction of the courts of Japan.