Refund policy

Returns, Defective Products, and Cancellations

Order Cancellations, Product Returns, and Exchanges

Please inspect the condition of the product immediately upon receipt and ensure there are no discrepancies with your order.
Please note that slight discrepancies in measurements (1-2 cm) may occur with certain products, such as knit or stretch materials. Damage to packaging or shoe boxes does not qualify as a valid reason for return or exchange.

We take all possible measures to ensure quality control, but standards for determining product quality may vary depending on the manufacturing process. We will accept returns or exchanges for clearly damaged or defective products. However, if the issue does not meet our criteria for damage or defects, we may not be able to process your return or exchange.

Returns and exchanges are only accepted for damage, defects, or incorrect items upon delivery.
In such cases, please notify us at shop@vaultroom.jp within 5 days of receiving the product, and return the item within the same period. We will exchange the product if it arrives within 5 days and is confirmed as defective.
For returns due to product defects, please send the item with postage due.
Please note that we will not refund shipping fees if the product is sent with prepaid postage.
If the product is out of stock and cannot be exchanged, we will issue a refund. Please note that if a replacement product is available, we will not process a return.
Even if unopened, returns or exchanges cannot be processed after 5 days, regardless of the reason.
If the return is received after the 5-day period, the return shipping cost will be your responsibility.

If delivery fails due to absence or incorrect address

If the product cannot be delivered due to absence or an incorrect address, we will notify you by email. If we do not receive a reply and the storage period of the shipping company ends, we will cancel the order. In this case, we will refund the amount after deducting the 1,000 yen cancellation administrative fee, 30% of the product price, and the shipping fee.
Failure to respond may also result in restrictions on future purchases from our site.

The following conditions must be met for returns or exchanges to be processed:

  1. The product must be unused (items without tags are not considered unused).
  2. All accessories, attachments, and invoices must be returned in their original condition.
  3. Any other conditions specified by us must be met.

Even within 5 days, returns or exchanges cannot be processed if any of the following conditions apply:

  1. The product has been used even once.
  2. The product has been damaged or stained due to customer negligence.
  3. The product has been altered, repaired, or cleaned by the customer.
  4. The product packaging is damaged, stained, lost, or discarded.

Please note that due to the nature of viewing products on a computer or mobile device, the product's actual color may differ slightly from what is displayed. Differences in color will not be considered a company error.

Cancellations

Once the shipping notification email has been sent, we cannot accept cancellations.
Even before the shipping notification is sent, if you wish to cancel your order due to personal reasons (e.g., wrong size, incorrect order, or the product not matching your expectations), cancellations will only be processed for items that have not yet shipped and will incur the following fees:

  • Cancellation administrative fee: 1,000 yen
  • Cancellation fee: 30% of the total payment

International Orders

Please note that we do not accept cancellations, returns, or exchanges for international orders.