Inquiries, Returns and Refunds
About Inquiries
We only accept inquiries in Japanese or English.
For English inquiries, please include both English and the translated Japanese in the subject and message body to help us prevent spam.
If you wish to return or refund an item, or if you have any questions about a product, or would like to contact us, please fill out the necessary information in the form below and submit it. Please note that the information you enter will only be used to respond to your inquiry and will not be provided to any third parties.
Returns and Refunds
We strive to ensure customer satisfaction, but in the unlikely event that a product is faulty or you would like to return it, please follow the steps below.
In case of loss or damage of the product
If the item is obviously missing or damaged, no return is necessary and we will process a refund.
There is no return procedure required. Simply send us a photo of the product via email ( info@luxechar.com ) or fill in the contact form below and we will assist you.
If no damage or loss is found
If the item is not found to be defective or damaged, you will need to submit a return request and we will process your refund after the item is returned.
For return requests, please contact us via email ( info@luxechar.com ) or the contact form below.
Refund Method
Depending on your payment method, refunds will be made as follows:
1. When paying by credit card
Once your refund has been processed, it will usually be reflected on your card within 5-10 business days .
*There may be a record of "refund after billing" on your card statement.
Regarding refund reflection : If the refund is not reflected within the above period after processing is complete, we recommend that you contact your payment service provider directly.
Return Instructions
If a return is required
If the item is not found to be defective or damaged, we will approve your return request and provide you with a return address to return the item to, after which your refund will be processed.
Shipping fees for returns
We will cover the shipping costs incurred when returning the item.
Conditions for non-returnable items
Please note that we cannot accept returns if the following conditions apply:
- The product tag has been removed
- There are signs of use
- If you do not contact us within 30 days of receiving the product
- Those who have returned products multiple times