Refund Policy
Returns, Exchanges and Cancellations
Please read the following policy carefully before placing your order. By completing your order, you agree to this policy.
1. Cancellations, Returns and Refunds After Ordering
As a general rule, we do not accept cancellations, returns or refunds after an order has been completed.
We do not accept cancellations, returns or refunds for customer-related reasons, including:
- The size does not fit.
- The item is no longer needed.
- The item's condition differs from your expectations.
- Minor marks, scratches, loose threads or similar imperfections.
- Stains, odors, damage or wear that occur after use.
- The color or texture differs from your expectations.
- The item has been customized, modified or altered.
- Other reasons attributable to the customer.
Some products are handmade or include work performed by hand. Minor variations, small scratches, loose threads and similar characteristics arising from the manufacturing process are generally not considered defects.
Please review the product details and measurements carefully before purchasing.
Customers residing in the EU or EEA are separately entitled to a right of withdrawal. See details here.
2. Incorrect Items and Defects Upon Delivery
If we confirm that an incorrect item was delivered or that an item has a clear defect attributable to us, we will arrange a return or exchange.
Customers in Japan should contact PANERO's official LINE account. Customers outside Japan should contact us by email or chat.
We will cover the shipping costs required for returns or exchanges caused by our error.
For returns or exchanges due to a defect upon delivery, please contact us and arrange the return within seven days of receiving the item.
We may be unable to accommodate requests made after this deadline.
3. Size Exchanges
Size exchanges are accepted only if you contact us within seven days of receiving the item.
Items must meet all of the following conditions:
- They have only been tried on.
- Their original paper tags remain attached.
- They have no stains, odors, scratches, damage or signs of wear.
- Footwear has only been tried on indoors.
Customers in Japan should contact PANERO's official LINE account. Customers outside Japan should contact us by email or chat.
Please note:
- The customer is responsible for shipping costs in both directions.
- Any duties, consumption taxes, import taxes or other costs arising from the exchange are the customer's responsibility.
- An exchange may not be possible if the requested size is unavailable.
- We cannot complete an exchange if the item is not returned within the specified deadline.
4. Lucky Bags and BOX Products
Lucky bags and BOX products are offered at special prices. Size exchanges are not accepted, except for the ¥99,000 BOX.
We cannot offer alternative sizes for items that are available in only one size.
Please review the contents before placing your order.
5. Variations in Product Measurements
Although we strive to provide accurate measurements, actual measurements may differ from those listed by approximately 1–3 cm due to individual variations, manufacturing methods, materials or measurement methods.
Please take this into account before purchasing.
6. Costs in Addition to the Product Price
The following costs may apply in addition to the product price:
- Bank transfer fees.
- Consumption taxes.
- Shipping charges.
- Customs duties.
- Local taxes.
- Fees charged by import agents, carriers or other service providers.
- Shipping costs in both directions for exchanges.
- Duties, consumption taxes, import taxes and other costs arising from exchanges.
For deliveries outside Japan, customs duties, import taxes, local taxes and customs clearance fees may apply depending on the destination.
As a general rule, these costs are the customer's responsibility.
Customs Duties and Import Taxes for International Deliveries
Effective date: The rules below regarding advance collection of customs duties and import taxes and DDP shipping apply to orders placed on or after October 4, 2026 (Japan Standard Time). For orders placed on or before October 3, 2026 (Japan Standard Time), customers are responsible for paying any applicable customs duties, import taxes and customs clearance fees upon delivery. However, customers are not required to pay again for charges already collected at purchase.
Deliveries to the United States: Customs duties and any applicable import taxes are collected at purchase in the amounts displayed at checkout. Orders are shipped DDP (Delivered Duty Paid), under which the sender pays the duties and import taxes to the relevant authorities.
European destinations where duties and taxes are collected in advance: For deliveries to France, Monaco, Guadeloupe, French Guiana, Martinique, Malta and Italy (excluding the delivery areas listed below), customs duties and import VAT are collected at checkout, and orders are shipped DDP. Taxes may be displayed as included in product prices or other charges.
Deliveries to Italy: Advance collection of duties and import taxes and DDP shipping for Italy apply to orders placed on or after October 10, 2026 (Japan Standard Time). For earlier orders, customers must pay any duties, import taxes or customs clearance fees that were not collected at purchase during customs clearance or upon delivery.
Excluded delivery areas in Italy: We do not ship to postal codes 00120, 23030 or 23041. If an order to one of these addresses is completed, we will not ship it; we will cancel the order and refund all amounts paid.
Deliveries to other European countries and territories: Orders are shipped by standard EMS. Import duties, import VAT and carrier customs clearance fees are not collected in advance at purchase. If these charges apply, the customer must pay them during customs clearance or upon delivery.
For other international destinations, any duties, import taxes or customs clearance fees that are not collected at checkout are also the customer's responsibility. Please check your delivery destination and the taxes and duties displayed at checkout before completing your order.
For orders shipped DDP, we pay the duties and import taxes associated with standard import clearance through the shipping service.
7. Delivery Delays
Delivery may be delayed by weather, traffic conditions, customs clearance, air freight or international cargo delays, carrier circumstances or other factors.
Please allow for possible delays.
8. Changes to the Delivery Address
We may be able to accommodate a delivery address change if you contact us immediately after placing your order.
However, once our warehouse has completed shipment preparation, we cannot change the address, even if the shipping notification has not yet been sent.
An address change that requires the shipment to be transferred to another carrier delivery office may incur forwarding charges.
These charges may be collected from the recipient upon delivery or through another payment method.
9. Domestic Shipments Returned Due to Absence, Refusal or Other Customer-Related Reasons
For deliveries within Japan, as a general rule, we do not issue refunds if an item is returned to us due to prolonged absence, refusal of delivery, an incorrect or incomplete address, or another customer-related reason.
Returned items will be held for 30 days from the date they arrive back at our premises.
If you contact us during this period, we can arrange redelivery once you agree to cover the required shipping costs.
If you do not contact us within 30 days of the return's arrival, we may dispose of the item.
After disposal, we cannot offer redelivery, a refund or other assistance concerning the item.
10. International Shipments Returned Due to Refusal, Unpaid Duties or Other Customer-Related Reasons
For deliveries outside Japan, as a general rule, we do not issue refunds if an item cannot be delivered and is returned to us after shipment for customer-related reasons, including:
- Refusal of delivery.
- Prolonged absence.
- Failure to pay customs duties, import VAT or other import taxes for shipments subject to charges upon import or delivery, as described in Section 6.
- An incorrect or incomplete address.
- Failure to complete required customs procedures.
- Other customer-related circumstances preventing delivery.
This section does not limit your rights under applicable law. Customers residing in the EU or EEA should refer to the information linked in Section 1 regarding their right of withdrawal.
11. Redelivery of Returned Items
If an item is returned to us due to prolonged absence, refusal of delivery, unpaid duties or import taxes, an incorrect or incomplete address, or another customer-related reason, redelivery is possible while the item remains in our custody.
For redelivery within Japan, shipping charges are payable by the recipient upon delivery.
For redelivery outside Japan, we will reship the item after the required shipping charges have been paid through PayPal.
Any duties, import taxes, customs clearance fees or other costs arising from international redelivery are the customer's responsibility.
Redelivery is not available after the 30-day holding period following the item's return to us has expired.
12. Inspection and Records Before Shipment
PANERO photographs and records video of all products during inspection before shipment to document their condition and help prevent item substitution and fraudulent returns.
Please acknowledge this practice when placing your order.
Please read and accept the above policy before placing your order.