1. About returns and exchanges due to customer’s convenience
If you wish to return or exchange an item due to size differences, duplicate orders, etc., we can accept it under the following conditions.
– Only unused items can be returned within 7 days of receiving the item.
We cannot accept returns or exchanges after that, so please check the item as soon as it arrives.
– Please be sure to contact us via the “Contact Us” form to let us know the reason for the return or exchange before returning the item.
Please note that we will not be able to accept returns if you return the item to our store without contacting us.
– Please return the “item and invoice” within 3 days of receiving the confirmation email from us.
Please also send all accessories such as price tags, buttons, etc. Items that cannot be returned or exchanged
・Items returned without prior notice
・Items received more than 8 days ago
・Items not returned within 3 days of receiving the return confirmation email
・Items purchased outside the official YUPPY QUOKKA online shop
・Items that have been soiled or damaged by the customer
・If the item has been used for purposes other than trying it on indoors.
・If tags, packaging, novelty items, buttons, or other accessories are missing or damaged.
・If the item is in a different condition than when it was delivered (e.g., cigarette or perfume odor or stains, cosmetic residue, missing packaging, novelty items, buttons, or other accessories, detached, damaged, or missing tags or price tags).
・If the item has been washed or dry-cleaned.
・If there are signs of staining from trying it on.
・If the item has been altered, such as hemming.
・If the item is marked as ineligible for return or exchange.
・If the item is on sale.
Regarding shipping fees for returns and exchanges due to customer’s convenience
Shipping fees incurred when returning or exchanging items are to be borne by the customer.
When returning an item, please send it “prepaid by the customer”.
Please note that when we send you a replacement item, we will ship it “cash on delivery”.
Please note that shipping fees for the initial shipment and cash on delivery fees cannot be refunded.
2. Return/exchange if product is defective
Please contact us via the “Contact us” form within 7 days of receiving the product.
If we do not hear from you within 7 days, we may not be able to accept the return/exchange, so please check the product as soon as it arrives.
After receiving your contact, we will inform you of the possibility of returning/exchanging the product and the refund method.
The shipping fee will be borne by us.
*We record all processes from packing the product to shipping it. By recording all processes in this way, we can protect our staff in the event of trouble such as “the product is not included” or “the wrong product arrived”, as we have a sure record of where the problem is. This allows us to do business with customers with peace of mind.