We thoroughly inspect our products in order to deliver normal products to our customers.
In the unlikely event that an item is defective, we will promptly replace it.
Please contact us with the following information
Order number
Product name
The product label sticker with the barcode on the packing bag
A picture of the defective item
An image of the product in a condition that can be confirmed with the tag attached
We do not accept cancellations, returns, or exchanges after an order has been confirmed, except in the case of a defective product.
In the unlikely event that you receive a defective item, we will replace it immediately.
Please contact us for more information. Please understand this in advance.
Subject to return/exchange (defective merchandise)
- The product is defective (tears, holes, damaged/incomplete parts, etc.)
- The product has a large stain or stain that stands out.
- The product you received is not what you ordered (including color/size difference)
- Product specifications (dimensions, etc.) are clearly different from those described on the product page
➔ We apologize for any inconvenience caused. Please contact us with the following information. Our staff will respond to you as soon as possible.
- Purchaser's name
- Order number starting with # (if known)
- Description of the defective product
- A photograph of the defective part
- A photo of the number beginning with JJ on the plastic bag the product was in
Ineligible for return/exchange
- Fraying, flaws, stains, improper thread trimming, etc.
- Wrinkles or folds that can be repaired with an iron
- Errors in orders due to carelessness of the customer
- Colors or sizes are different from your image
- Items that have been worn out
- Items that have been washed more than once
- Items that have been out for more than 3 days after delivery
- Items without the name tag, plastic bag that the item came in, etc.
➔ As a general rule, items in the above conditions cannot be returned or exchanged, so please check carefully before ordering.
If the item is eligible for return or exchange, we will respond with a refund for the defective item after confirming the defective item with the photo attached to the e-mail sent within 3 days of arrival. In this case, no return is necessary.
Please make sure that you can receive the following domains.
urbanx.japan @gmail.com (business hours: weekdays 10-17)
Some e-mail services, e-mail software, and anti-virus software may recognize your e-mail as spam and not deliver it correctly.
(Especially for users of free e-mail services such as Hotmail)
In such cases, please check your junk mail folder or check the settings of your service or software.
