Return Request

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it – unworn or unused, with all tags attached, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, please complete our return form with the required information. After you submit the form, a member of our customer support team will contact you by email with further instructions.

Items sent back to us without first submitting the return form and receiving confirmation from our customer support team will not be accepted.

If you have any questions about returns, you can always contact us at:
global-customer@aands-company.jp


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
The following items cannot be returned:
1. Items for which more than 30 days have passed since delivery.
2. Items that have been used, worn, or cleaned.
3. Items that have been resized, engraved, or otherwise customized.
4. Items with tags or labels that have been removed, damaged, or lost.
5. Items that have acquired odours, stains, scratches, or other damage while in the customer’s possession.
6. Items (including boxes and accessories) that are returned to us in a condition significantly different from when they were delivered.
7. Items whose packaging has been opened when the packaging is considered part of the product.
8. Hygiene-sensitive items (such as earrings), sale items, outlet items, pre-order items, and any items clearly marked on the product page as “non-returnable” or “not eligible for cancellation/return.”
9. Items purchased with a paid gift-wrapping service.
10. Items purchased from retailers other than the official agete online store.

If you are unsure whether your item is eligible for return, please contact us before sending anything back.


Exchanges
The fastest way to ensure you get the item you want is to return the item you have (if it is eligible under this policy). Once the return is accepted, you can place a new order for the desired item.


European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the statutory right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it – unworn or unused, with tags, and in its original packaging – and you will need the receipt or proof of purchase.

To exercise this right, please complete our return form or contact us at:
global-customer@aands-company.jp


Refunds
We will notify you once we have received and inspected your return and let you know whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved and you still have not received your refund, please contact us at:
global-customer@aands-company.jp