This website (this “Site”) is owned and operated by United Arrows Ltd., 28-1, Jingu-mae 3-chome, Shibuya-ku, Tokyo, Japan (“we” or “us”).
Please read these policy carefully before placing a purchase order on this Site, and only use this Site if you agree hereto.
Returns
We therefore recommend that you regularly check and read this returns and refunds policy.
You have up to 30 days from the delivery date to return items for a full refund to the original payment method, except those marked as 'OUTLET' or items that have been marked down (price-adjusted).
Eligibility for Returns
All items must be in original, unused, unworn, unwashed, undamaged and have their all original tags attached.
All items must be returned with the original packing slip.
Returns will not be accepted for items that show signs of wear or have severe creasing.
When trying on footwear, please do so on a soft, carpeted surface so that the soles are not damaged and return them in their original shoe box (shoe boxes cannot be used as shipping boxes).
For hygiene reasons, undergarments, and pierced jewelry, hosiery or socks cannot be returned or refunded unless faulty. All swimwear and bodysuits must still have the hygiene strip intact.
Return Shipping Costs
Customers are responsible for return shipping costs unless the item is defective or incorrect. Original shipping fees are non-refundable.
Approval of Refund
Return and refund approval is at the discretion of our operations team.
We reserve the right to deny any return and refund request for returns that does not comply with our policy. Denied returns may be shipped back to the customer.
Repeated returns
We offer a flexible returns policy to ensure you receive an unrivaled shopping experience.
However, if we notice that you have an unusually high returns rate on your account or are purchasing to resell, we may deactivate your account at our discretion. If you feel your access or order has been incorrectly restricted, please get in touch with our Customer Care team, who will help to resolve the issue with you.
Items Purchased At Other Locations
All purchases made at other online stores, marketplace or any other site selling United Arrows merchandise are not eligible for a return or refund.
Shipping Errors & Defective Product
In the unlikely event that we process an order incorrectly or you receive a damaged or defective item, we will gladly accept it for a full refund.
We will provide a prepaid return label for the return of incorrect or defective items.
Refunds for incorrect or defective items require prior approval from our team.
To obtain your return label and arrange return shipping, please contact us at here.
Cancellation
Our system processes orders immediately, which means we can’t make any changes once you have placed it and we’re usually unable to stop orders from processing and shipping.
If we are able to stop the shipment, you will receive an email confirming cancellation of the order and any charges made will be reversed.
Should the order ship, you will receive an email containing tracking information
Refunds
Approved returns will be refunded to the original payment method within 7 business days after inspection.
Please allow 7 business days from the time we receive your return for it to be processed. We always try to be as fast as possible, but during busy periods (such as holidays and sales), it can take up to 21 business days for the funds to credit back to your original payment method as the below steps need to be followed:
- Shipping time to arrive back to our warehouse
- Processing and inspection for refund approval
- Authorization to finance department to issue refund
- It can take up to 7 business days for the funds to credit back to your payment method once our finance department process the refund.
*Please note: Any customs fees, import duties, taxes paid by the customer are to the local customs office and as such are not included in the refund.
Contact Information
If you want to contact us, please contact us at here.