In the unlikely event that the product is defective, we will replace it with a good one.
Please note that if the product is sold out at the time of exchange, or if the exchange is not possible due to limited edition or other reasons, we may have to refund your money.
In the case of mail order
Please contact “HIKARU UTADA Official Store” with your name, order number, and the defective condition within 7 days of receiving the product. We will contact you shortly with instructions on how to proceed.
Please note that it is not possible to specify the method of exchange.
If you unilaterally return the product without agreement with us, or if you return the product by a method different from our instructions, the returned product will be disposed of at our discretion, and no refund will be given.
*In the case of defective merchandise due to shipping accidents, please contact the carrier directly within 7 days of receipt of the merchandise.
We will not be able to exchange or return the product for another type of product or another pattern.
If you contact HIKARU UTADA Official Store by e-mail within 7 days of receiving the item, and follow the instructions provided by the store, we will pay for the exchange shipping costs.
We will not be able to exchange items purchased at other stores. Please contact the store where you purchased the product directly.
We cannot accept exchanges in the following cases
・If the request is made by a person other than the purchaser.
・If it has been over 7 days since the product was delivered (please be sure to check the product at the time of delivery)
・If the product has been used
・If the item has been processed or repaired by the customer
・If the item has been washed
・If the item is damaged or stained by the customer
・When the tag has been cut off.
・In the case of minor manufacturing defects that are generally considered to be within the range of good quality.
・In the event that the product is returned unilaterally without agreement with the store, or in the event that the product is returned in a manner different from that described by the store.
If purchased at the venue
We will exchange the item for a good one at the venue on the day of the event.
We will not be able to accept exchanges after the sales at the venue on the day of the performance, or after the next day of the performance.
Replacement will not be accepted in the following cases
・If the exchange is requested by a person other than the purchaser
・If the exchange is requested after the end of on-site merchandise sales on the day of the performance or after the next day of the performance
・If the item has already been used
・If the item has been altered or repaired by the customer
・If the item is damaged or stained by the customer
・When the tag has been cut off
・When there are minor manufacturing defects that are generally considered to be within the scope of good quality.
We will reply to you within 3 business days (within 3 days excluding Saturdays, Sundays, and holidays).
If you do not receive a reply e-mail, please contact us again from a different e-mail address within 7 days of receiving the product.