User guide

■ About Product Shipment

Standard Shipping

Orders are scheduled to be shipped within 10-20 business days after payment confirmation. Please note that some items may take longer than this period. For specific details on delivery timelines, please refer to the respective product page.

Pre-Order Items

Pre-order items may take longer than the standard period to be delivered. For the estimated delivery timeline, please refer to the respective product page.

💡 Combined Shipping Rules (Important)

Please note the following if you order multiple items simultaneously:

  • If you place an order that includes both Standard Shipping items and Pre-Order items, all items will be shipped together according to the later scheduled delivery date of the respective products.
  • If you purchase items with different scheduled delivery dates, all items will be shipped together once the product with the longest scheduled delivery timeline is ready.

■ Your Order Process

The general flow of an order is as follows:

Order Placement → Payment Confirmation → Ordering → Inspection → Packaging → Shipment from Overseas Warehouse → Delivery to Customer

🚨 Customs Duties and Taxes

Customs duties, import taxes, and fees may be incurred according to the laws and regulations of the destination country or region.

Please note that the customer is responsible for payment of any customs duties or taxes that may arise.

■ Shipment Notes

  • Shipment usually occurs within 10-20 business days from the date of the order. However, please be aware that additional days may be required depending on warehouse and logistical circumstances.
  • The period mentioned above is based on business days. (Business days exclude Saturdays, Sundays, and national holidays.)
  • A tracking number will be notified to your registered email address after the shipment is completed.
  • Please note that shipment may be delayed due to peak seasons/warehouse congestion or circumstances related to the shipping carrier.

 

■ Returns and Exchanges Due to Damage, Incorrect Shipment, or Defective Items

🌟 Conditions for Return and Exchange

We accept returns and exchanges ONLY in the event of:

  • Delivery of a Defective Product (Damaged/Soiled)
  • Delivery of an Incorrect Item

In the unlikely event that your product is damaged, soiled, or an incorrect item was delivered, please contact us at the email address below within one week (7 days) of the item's arrival.

Email Address:

maidensreve.en@gmail.com

To process your return, exchange, or refund, please include the following details and attach photos (as specified in ① to ③ below):

  • Order ID
  • Purchaser's Name
  • Phone Number
  • Email Address
  • Reason for Return/Exchange
  • Photos of the relevant item:
    1. Photo clearly showing both the defective area and the product tag simultaneously.
    2. Photo showing the defective area in detail and clearly.
    3. Photo of the outer transparent plastic bag used for packaging.

(If the exterior packaging is damaged, please include a photo of the exterior damage. For incorrect shipments, only photo ① is required.)

※ Important Notes:

  • If the item is in stock, we will process an exchange. If it is out of stock, we will issue a refund.
  • Please be aware that returns, refunds, or exchanges are not accepted for outlet items or lucky bags (fukubukuro).
  • We cannot accept exchanges, returns, or refunds for items more than one week after arrival.

■ Conditions Where Returns/Exchanges Will NOT Be Accepted

We cannot accept returns or exchanges due to customer convenience, such as "the item was different from the image," "the size did not fit," or "a mistake was made in the order." We ask for your understanding in advance.

We also cannot accept returns or exchanges for items that fall under the following conditions:

  • Returns/Exchanges due to customer convenience (size, color, price, etc.).
  • Products that have been damaged, stained, or had odors transferred while in the customer's possession.
  • Products that have been used (beyond brief trying on), dry-cleaned, washed, or altered.
  • Products with the tags removed.
  • Wrinkles caused by shipping and packaging.
  • Products where more than one week has passed since the date of arrival.

※ Note on Wrinkles: Wrinkles caused by packaging are not considered defects. Please understand that this may occur due to the nature of the material.

■ Order Cancellation Policy

We do not accept cancellations, changes, or additions to an order once the order has been completed.

Since the shipping preparation process begins automatically immediately after an order is completed, we cannot accept any cancellation, modification, or addition to the order contents.