Refund Policy

 

Returns, Exchanges, and Cancellations

If your PANERO order arrives damaged or incorrect, please contact us via our official LINE in Japan or by email/chat for overseas orders. Return and exchange shipping costs in these cases will be covered by us.

・Please note that we cannot accept cancellations, refunds, returns, or exchanges after an order has been placed due to customer reasons such as (wrong size, no longer needed, item not as expected, minor dirt or damage, wear after use, odor, pilling, color discrepancy, custom-made items, or other reasons). As we handle handmade items, slight scratches, marks, or pilling are not considered defects. Please check carefully before purchase.

・Additional fees beyond the product price may include bank transfer fees, consumption tax, shipping, customs duties and local taxes, and, for overseas customers only, importer handling fees. For exchanges, shipping, customs duties, and consumption tax may also apply.

・We take care to guide you to the correct size, but due to individual differences in products, construction, and materials, the actual item may vary by about 1~3cm from the listed measurements. Please understand this in advance.

・For initial defects or exchanges, please contact us within 7 days of delivery. If the item is not returned within that period, we may not be able to assist.

・Size exchanges are accepted only within 7 days of delivery. In this case, items must be lightly tried on, with tags still attached, and shoes only if worn indoors. If the requested size is out of stock, we may not be able to accept the exchange. Return shipping costs are the customer’s responsibility. If more than 7 days have passed since the exchange item was shipped, we cannot accept the exchange. Please contact PANERO official LINE if you would like to request an exchange.

・For Fukubukuro items (BOX type), we offer them at a special price, so size exchanges are not accepted except for ¥99,000-BOX. Items without sizes are also not available. Please review the details before purchase and understand these terms in advance.

・Some items we carry are used goods. (Except for PANERO-branded items)As these are pre-owned items, we do not accept returns for minor wear or damage deemed outside the reasonable range at our discretion. Thank you for your understanding.

・Delivery may be delayed due to shipping conditions. Please understand this in advance.

・Address changes after shipping can only be handled if you contact us immediately after placing your order. However, if shipment preparation from our warehouse has already been completed, changes cannot be accepted even if no shipping notice has been sent. Please note that depending on the carrier’s local office, a change may incur redirection fees. In that case, the recipient will be charged for the redirection fee; please understand this in advance.

・Items returned to our store due to absence, refusal of receipt, or similar reasons will be held for 30 days from the date of return arrival. If we do not hear from you within that period, the item will be disposed of and no refund will be issued.

・At PANERO, we photograph all items during pre-shipment inspection to prevent swaps and to confirm item condition. Please understand this in advance.

 When placing an order, please proceed with your purchase only after agreeing to the points above.