Returns and Refunds

Return Policy

Please note that returns for personal reasons are not accepted.

Items for which returns/exchanges are not accepted

  • Subjective aspects such as material smell or feel.
  • Items with individual differences due to washing or distressing.
  • Pen marks or loose stitching from the manufacturing process, or slight variations in seams.
  • Minor stains or scratches in inconspicuous places such as the lining, which do not affect use.
  • For footwear, minor scuffs, dirt, or excess adhesive from the manufacturing process.
  • If buttonholes are not opened.
    (Some products may be shipped with buttonholes unopened to guarantee they are new.)
  • For select brands, if the tag differs from the brand name or if there is no tag.
  • If it is determined to be within the range of individual differences for the product.
  • Minor marks from manufacturing (can be removed by washing).
  • About loose threads (thread ends)
    Regarding loose threads on products, if pulling the thread does not create a hole, there is no problem with the product itself. Please cut the loose thread with scissors and use the product.
  • Slight variations in product size or color.
  • Products that have been worn or used.
  • Inquiries made more than 7 days after arrival.
  • If the item is not returned within the period specified by our company after an inquiry.

    • For defective products not covered by the above, after confirming the defect with photos attached to an email sent within 7 days of arrival, we will process a refund for the defective product.

    *If you do not receive a reply within 3 business days, please contact us again.

    Due to spam countermeasures via domain restrictions, emails may not be delivered correctly. Please ensure that you can receive emails from the following domain:

    info@mush-wear.com

    ・Emails may be recognized as spam and not delivered correctly by email services, email software, or anti-virus software.
    (Especially for users of free email services such as Hotmail)

    In such cases, please check your spam folder or review the settings of your service or software.

     

    The email format is as follows:

    *Please email the following information within 7 days of product arrival:

    ・Your Name
    ・Home Address
    ・Email Address
    ・Product Name and Number
    ・Photo of the defective area (please make sure to attach a photo of the relevant part)
    ・Order Number (found in the order confirmation email you received)

    The process after inquiry is as follows:

    1. Email Reception
      ・Our customer support team receives your inquiry email.
      ・If information is insufficient, we may request additional photos.
      ・We will send a confirmation of inquiry reception to the customer within 3 business days.
    2. Brand Confirmation
      ・Simultaneously with contacting the customer, we relay the details received from the customer to the brand.
      ・The person in charge confirms with the brand and decides on the course of action.
      *      If you wish for an exchange, we may not be able to accommodate it due to the brand's inventory situation.
    3. Guidance on Action
      ・We will contact the customer regarding the course of action and provide instructions for return procedures, etc.
      *      Due to brand business days, it may take approximately 4 business days to notify the customer of the decided course of action.
    4. (In case of exchange)
      ・Customer returns the item in hand.・The brand reships the correct item.
    5. (In case of refund)
      ・Customer returns the item in hand.・After confirming the returned item, a refund is issued.