1. Contact us by phone
Customer Service Phone:050-5532-8397
Customer Service Representative: Kazumi (Japanese available)
Customer Service Hours: Monday-Friday (10: 00-18: 00)
Please note that Saturdays, Sundays, and holidays are not supported.
2. Company information
Company name: Whale Co., Ltd.
Address: Room 17006, Yuejiang Commercial Center, No. 857, Shinsei Road, Ura-cho, Zhejiang-gu, China
Email address: email@example.com
Customer Service Hours: Monday-Friday (10: 00-18: 00, excluding Saturdays, Sundays, and holidays)
3. About payment
① Credit card
The following credit card companies are available.
PAYPAL can now be paid with a bank account in addition to credit and debit cards. Customers who do not use a card can make payments safely and easily.
Please go to the following page for new PAYPAL free registration.
4.About shipping and deliveryabout shipping cost
Standard shipping: Sagawa Express
Okinawa prefecture 2000 yen（If you purchase over 1,4000 yen, we will deliver it free of charge. )
- Shipping company:Sagawa Express
- We will ship within 1-2 days after receiving your order. (Excluding Saturdays, Sundays, and holidays)
- We will notify you of the slip number by email once it has been shipped.
- It will be delivered within 3-5 business days after shipping. (Excluding Saturdays, Sundays, and holidays)
- Please contact Sagawa Express for luggage status.http://www.sagawa-exp.co.jp/
* We may deliver by a different delivery method from the above without notice.
* Due to weather, traffic conditions, and holidays, the estimated delivery date may pass.
5. Returns / Exchanges / Cancellations
About product returns and exchanges
We pay close attention to product management and shipping, but if there are "defective products (damage, stains, etc.)", "product differences", or "quantity differences", we will replace or return the products at our expense. Correspondence. In that case, sorry to trouble you, but after receiving the itemWithin 14 daysContact us firstname.lastname@example.orgPlease contact us. The person in charge will get back to you within a day. (Excluding Saturdays, Sundays, and holidays)
* Defective products must be damaged at the time of delivery. Please note that we do not accept any damage after wearing.
Is it possible to return or refund at the convenience of the customer?
Returns and refunds are possible. Please file a return request within 14 days of the arrival of the item. We apologize for the inconvenience, but we will refuse it if it is more than 14 days. However, if it is convenient for you, you will be responsible for the return shipping fee. (If you return the item by cash on delivery, we will refund the amount after deducting the shipping fee.) If you order multiple items and want to return one of them, the refund amount is only that item.
Customers are usually charged only once for shipping (including returns), but the shipping fee for returns or exchanges due to customer's convenience (size difference, order error, image difference, etc.) will be borne by the customer. .. Please note that we will bear the return shipping fee, re-shipping fee, and refund fee.
In principle, we do not accept exchanges for customer convenience. Please understand.
Please note that we cannot accept exchanges or returns in the following cases.
- 14 days or more from the date of arrival of the product
- Products that have been opened and used or have evidence of use
- If perfume, cigarettes, or other odors adhere to the product due to fitting, or if the product is damaged such as scratches, dirt, frayed threads, or deformation.
- Products that have been cleaned, washed, or hem-repaired
- Products without packages (bags, cases, tags) or accessories
- Auction products, products for sale
- Items that come into direct contact with the skin, such as anterwear and stock, cannot be returned or exchanged due to hygiene issues.
- Due to customer's convenience such as the image is different from the photo or the color is different from the expected color
- Due to customer convenience such as ordering the wrong product
- If you have not contacted us in advance
Cancellation is possible before shipping, but we will refuse can request after shipping. note that.
If the payment is overdue or the package is not received and is treated as a return, it will be automatically canceled. Please note that if you do not contact us in advance and the order is canceled, we may refuse your order in the future.
Precautions when returning
When you return the product, please send the box and accessories delivered with the product together. When returning the product, please use a courier service and be sure to keep a copy of the invoice. If there is no proof of shipment, we will not be responsible for any troubles such as loss or misdelivery during delivery. In addition, we cannot accept returns in the following cases. Please note.
- When the item does not arrive due to delivery trouble
- When the item is damaged due to delivery trouble
- When products and accessories are missing
Postal code: 311203
Address: xiaoshanqu yatailu1801hao, taobaocangku Bzuo 5lou
Recipient: Li Ling phone: +86-15168247183
Please note that if you return a non-returnable item directly without contacting us, we will refuse to accept it, although it is rude.
If you have any other problems, please feel free to contact us.