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Returns, Exchanges, and Cancellations

PANERO handles defective-item exchanges and returns through our official LINE account in Japan, and by email or chat for overseas orders. Return and exchange shipping costs are covered by us.

We are unable to accept cancellations, refunds, returns, or exchanges for customer-related reasons, including incorrect size, no longer needed, condition worse than expected, minor stains or damage, wear after use, odor, pilling, color variation, customized items, and other cases. As we handle handmade pieces, small marks or pilling are not treated as defects. Please review your order carefully before purchase.

Additional fees may apply beyond the product price, including bank transfer fees, consumption tax, shipping, customs duties and local taxes, and, for overseas orders, importer handling fees. Return or exchange shipping may also incur duties and tax.

While we take care to guide you to the correct size, slight variations of about 1 to 3 cm may occur due to individual product differences, construction, or materials. Please allow for this in advance.

For initial defects or exchanges, please contact us and return the item within 7 days of delivery. We cannot assist if the item is not returned within that period. Size exchanges are accepted only within 7 days of delivery, and only if the item has been tried on, the paper tag remains attached, and footwear has been worn indoors only. If the requested size is out of stock, an exchange may not be possible. Return shipping is the customer’s responsibility, and if the exchange item is shipped after 7 days, we cannot process the request. Please contact PANERO via our official LINE account if you would like an exchange.

For 福袋 items (BOX items), size exchanges are not available except for BOX items priced at ¥99,000 or above, as they are offered at a special price. Items without size options are also excluded. Please check the contents carefully before purchase and accept these terms in advance.

Some items in our shop are used goods, excluding PANERO-branded products. If we determine that there is even minor damage beyond the standard for used items, we may not be able to accept a return. Please understand this in advance.

Delivery may be delayed due to shipping congestion. Please note this in advance.

Address changes after shipping can be handled only if you contact us immediately after placing your order. However, if warehouse preparation has already been completed, changes cannot be accepted even if the shipping notice has not yet been sent. In some cases, a change may also require the shipping company’s service office to be updated, which can generate a forwarding fee. In that case, the fee will be charged to the recipient, so please understand in advance.

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

PANERO photographs all products before shipment to confirm the condition of each item and prevent substitutions. Please understand this in advance.

 When placing an order, we will proceed on the basis that you understand and agree to the points above.