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Cancellations, Returns and Exchanges

Cancellations

We accept cancellation only in case where you contact us to the following address by email within 6 hours after making an order for mistake in making an order. As we do not accept cancellation after 6 hours, please understand it.

Email : info@mentosen.com

When canceling products, please include an explanation of the following:

  • Order number
  • Customer’s request (return, exchange, resize, etc.)
  • Contents of order
  • Customer name
  • Customer’s contact information

Returns and Exchanges

Please check your order immediately upon arrival.

[In the case of receipt of our mistake or damaged goods]
Please note that we do not accept returns of items made to order, such as engraved names, that have been customized for each order. All shipping costs will be paid by MENTOSEN.

[For Customer Reasons]
We do not accept returns for items that are made to order, such as rings and inner letters. Please understand this.

Some in-stock items can be returned for customer reasons. If the return is for customer reasons, the customer is responsible for return shipping, customs fees, and duties. (If you would like to confirm if a return is possible, please contact us at the contact information below.)However, we will accept returns on items that were damaged upon receipt (damages include incorrect sizing from what was ordered). 

For cancellations, exchanges, and returns, please send us an email with the following information

  • Order number
  • Customer’s request (return, exchange, resize, etc.)
  • Contents of order
  • Customer name
  • Customer’s contact information

For faulty products or products that you think may have been broken during shipping, please send attached with a picture.

Return Address:

1-14-12 Funabashi, Setagaya-ku, Tokyo Japan 156-0055
Phone:+81-3-3429-8077
MENTOSEN (SHINKO STUDIO Ltd.)

Please note that in the case of cross-border deliveries, additional taxes (such as in the case of intra-Community acquisitions) and / or taxes, such as customs duties, may be paid by the buyer.

For those who make a purchase within Japan

Cancellations (Within Japan)

We accept cancellation only in case where you contact us to the following address by email within 6 hours after making an order for mistake in making an order. As we do not accept cancellation after 6 hours, please understand it.

When canceling products, please include an explanation of the following:

  • Order number
  • Customer’s request (return, exchange, resize, etc.)
  • Contents of order
  • Customer name
  • Customer’s contact information

Returns and Exchanges (Within Japan)

For defected items, broken items or different item of ordered are arrived, with notification within 7 days after you receive the product , the correct item will be replaced or refunding. (Shipping costs are on us).

For the reason of customers, the most of our jewelry are made to order one by one. Our creators carefully create it. Please understand as we cannot accept returning of items.

We respond to your inquiry as follows only for the domestic shipping when such as the ring not fitting well. Please let us know in 7 days after you receive the product.

– Size doesn’t fit

We will accept to resize when the ring can be fixed. Resizing charges and shipping cost are on your side. We will let you know the estimate at that time.

A few cautions on returning cost and repairing size
  • The shipping cost when returning, exchanging, and repairing for your reason will be on your side.
  • To change its size for silver, there may be slight fixing part left.
  • There may need 2 weeks or 1 month to change sizes.

Please email us within 7 days of delivery for following.

Email : info@mentosen.com

Please state following information when returning.

  • Order number
  • Customer’s request (return, exchange, resize, etc.)
  • Contents of order
  • Customer name
  • Customer’s contact information

When sending item for us, in order to get rid of mishap during the courier, please use following method such as proof of delivery, Courier service or registered mail.

Inquiries - returns, exchanges and cancellations

MENTOSEN (SHINKO STUDIO Ltd.)

  • TEL : +81-3-3429-8077 / 03-3429-8077(Within Japan)
    (10:00 to 18:00 except for Wednesdays, Sundays and national holidays)
  • info@mentosen.com
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