Refund policy
Return, Exchange and Refund Policy
This is an English translation of the Japanese original. In case of discrepancy, the Japanese version prevails.
At EnSage, returns and exchanges are accepted only if you contact us within 10 days of receiving your item. If you wish to return or exchange an item, please be sure to contact us in advance at contact@ensage-tokyo.com. Items sent without prior contact cannot be accepted.
Defective or Incorrectly Delivered Items
Please contact us by email within 10 days of receiving the item. We will bear the shipping costs for the return or exchange. When contacting us, please include your order number and photos showing the condition of the item.
Returns and Exchanges for Customer Reasons
Accepted only if you contact us within 10 days of receiving the item. Return shipping costs are borne by the customer. Items must meet all of the following conditions:
- Unused
- All tags, accessories and packaging are included
- No scratches, stains or damage caused by the customer
Items That Cannot Be Returned or Exchanged
- Items that cannot be returned for hygiene reasons, such as pierced earrings
- Made-to-order items and items that have been resized, engraved or otherwise customized
- Sale items, or items indicated as such on the product page
Refunds
After the returned item has arrived and its condition has been confirmed, we will issue a refund to the original payment method. The time it takes for the refund to be reflected varies depending on your payment service.
Contact
For inquiries about returns and exchanges, please contact contact@ensage-tokyo.com.