Frequently asked questions FAQs
Is it possible to make a cancellation ?
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.
If you wish to cancel your order, please fill in the following items in the email and send it to the email below. Please note that we cannot accept cancellations after 6 hours.
Eメール : info@mentosen.com
Please specify the following when you send the cancellation email.
- Order number
- Customer’s request (return, exchange, resize, etc.)
- Contents of order
- Customer's name
- Customer’s contact information
Can I return or exchange it?
In case of our mistake
If you receive a defective product or a product that is different from your order, please contact us within 7 days and we will exchange it for a non-defective product or refund it. (All shipping costs are paid by us)
For customer reasons
Most MENTOSEN jewelery is made one by one after receiving your order. We will also carefully make it on the production side.
Therefore, basically, we do not accept returns. Please note that we cannot accept returns for products such as size-designated rings that are produced after receiving your order.
However, some in-stock items (pendants, earrings and etc.) can be returned and exchanged for customer reasons if they are unused. In the case of returns due to customer reasons, the shipping fee for returns will be paid by the customer. If you would like to know if a return or exchange is possible, please contact us.
Size does not fit
If the size of the ring does not fit, we will respond as follows. Please contact us within 7 days after the item arrives.
The customer is responsible for the resize price and shipping fee. We will contact you for a quote.
For PT / K18 wedding rings and engagement rings, we accept resize or exchange free of charge only if you contact us by email within one month of shipping.(The shipping cost for resizing is paid by the customer) Email : info@mentosen.com
Only items with the description "If the size does not fit, we will respond free of charge only once within one month from the date of shipping" will be supported.
Please specify the following when you send the cancellation email.
- Order number
- Customer’s request (return, exchange, resize, etc.)
- Contents of order
- Customer's name
- Customer’s contact information
How to return
Please contact us within 7 days to the email below.
Eメール : info@mentosen.com
Please specify the following items.
- Order number
- Customer’s request (return, exchange, resize, etc.)
- Contents of order
- Customer's name
- Customer’s contact information
When you return the product, please send it by a courier etc. in a way that can be tracked to prevent accidents.
If the ring size does not fit
- Please note that some rings can be resized and some cannot.
- If an item cannot be resized, it will be replaced at a special price.
- サイズ直しには2週間から1ヶ月ほどお時間を頂く場合があります。
How much is the shipping cost?
Shipping cost within Japan
We will ship by Yu-Pack, Yamato Takkyubin, postal mailing click post. Free shipping in Japan for purchases over ¥ 11,000 (tax included).
Overseas shipping cost
We will send it by FedEx or UPS.
Don't know my ring size
Knowing your ring size Ring size chart
You can check your ring size by placing it on the printed out ring size chart according to the gauge in the chart. For more details, please click here.
More Detail
Ring gauge rental service (Only within Japan)
リングゲージをお貸し出しいたします。
We will lend you a ring gauge. You can check your ring size in the same way as if you were measured in a store.
Visit our real store Free ring size measurement
心配な方は、東京・世田谷にあるシンコーストゥディオ（MENTOSEN直営店）にご来店ください。
心ゆくまでサイズ確認ができ、プロのアドバイスを受けることも可能です。
ラッピングはしてもらえますか
すべてのお買い上げ商品は全て、MENTOSENオリジナルケース、又はポーチでお届けいたします。プラスチックを使用しないケースを独自に開発・制作しています。
詳しくはこちら
修理はできますか
MENTOSENのジュエリーを末永くご愛用頂くために、修理、メンテナンスをいつでも承っております。お気軽にご相談ください。
詳しくはこちら
シルバーは変色しますか
MENTOSENのシルバー製品は、一部を除いて、変色防止のために、プラチナ系の金属であるロジウムがコーティング（メッキ加工）がしてあります。そのため、変色しにくくなっています。
シルバー製品はよく身に着けていればあまり色は変わりません。かえって、箱に入れてそのまま何年も放置しておくと、色が変わることがあります。
万が一、変色してしまった場合でも、市販のシルバークリーナーを使用し、簡単にきれいにすることができます。