If damaged: Please contact us here (within seven days of the arrival of the product, if damaged), and we will respond with further guidance. Please note we may request photo evidence in the case of damage, so please hold onto the damaged items, product packing, shipping materials etc. until further notice.

Please note: to receive compensation for products damaged during shipping, we may require you to submit a damage report to your local post office, a copy of which must also be emailed to us. We may not be able to process refunds or exchanges until this action has been completed.

If lost: If your order does not arrive within three weeks of receiving your shipping confirmation email, please contact your courier service, post office, or our store. If a lost package is not reported within this timeframe, it may not be eligible for compensation based on the courier service's terms and conditions.

Also, please note that each shipping method includes different compensation:

EMS shipping: You may request the re-delivery (or refund if no longer available) of products up to 20,000 yen. Please note that products above 20,000 yen will not be compensated.

Surface Mail: Items will not be compensated.

DHL: Compensation available. Please contact us for individual guidance. If re-delivery is possible, re-delivery shipping fees are not covered by compensation.

NOTE: DHL is only liable until the moment the parcel is delivered. If you have opted into contact free delivery via the "Signature Release" option, you are liable for damage to, loss of, or theft of your parcel after DHL has left it in the agreed place.

If your package is stolen after delivery, or missing despite being marked as delivered, we cannot compensate your package.

Recently, missing package cases have been rising. As such, we highly recommend you opt to sign for your package as per DHL's original terms of service, so we may offer you the best possible service.

WARNING:

※Please note our offer only coves damage to the product itself. Scratches or breaks that do not hinder the use of or significantly reduce the value of the product and damage to product packaging (boxes, jewel cases, sleeve covers etc.) i.e. cosmetic damage will not be considered eligible for exchange. Please understand in advance.

Ensemble Stars!! Album Series "TRIP" by 2wink Release Celebration! 2wink & Forest of Muse Collaboration Announced!!

Join Us