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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]
If you receive a defective product or a product different from your order, please contact us by email within 7 days of receiving the product, and we will exchange it for a good one or issue a refund. We will cover all shipping costs. 

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

Stock items are eligible for return or exchange, provided they are unused and in their original condition. Please note that custom-made items, made-to-order rings, and sale items are final sale and cannot be returned. For returns due to customer preference, shipping costs, customs fees, and duties. are the responsibility of the customer.
Please let us know within 7 days of receiving your item if you’d like to make a return. We are unable to accept returns after this period, or for any items purchased on sale. Thank you for your understanding.

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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