About exchange / return
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About exchange/return
●For exchanges and returns, please follow the 6 steps in the "Exchange/Return Procedures" below within 10 days of receiving the item.
●If you return the product for FELISSIMO reasons such as wrong delivery or defective product, please send it back by cash on delivery. Otherwise, please return the item prepaid.
●Even if you have returned all the products, you need to contact us separately to place an order (or stop) for the next month.
●If the total amount of returned items is less than 3,000 yen, the delivery fee will be calculated based on the amount at the time of application.
Items that cannot be exchanged or returned
Items that cannot be returned in principle
Postage, club membership fees, fund contributions (excluding those included in the product price), insurance, only part of a set product, being used beyond the limit of fitting, or being soiled or destroyed by the customer. Items that have been damaged (excluding defective items), items that have been more than 10 days since the item arrived
Items that cannot be returned except for defective items
Books, magazines, CDs, DVDs, plants, food, cosmetics, lucky bags, set discount products, special price products (with indication that they cannot be returned), personal import agency, items that have been informed in advance that they cannot be returned, etc.
About replacement
In the case of exchange, basically the same design will be exchanged.
*If the same design is out of stock, we will either exchange it for another design of the same product or return it.
・If you "exchange" all Matching style mark products at the same time, they will be delivered Matching style again.
・After confirming the returned item, we will send you a replacement item. (It may take 3-4 weeks)
・ FELISSIMO will bear the "shipping cost of the exchanged product" to be returned.
Flow of procedures for exchanges and returns
Correction of amount due to exchange/return, etc.
If the "payment amount" changes due to an exchange or return, please pay according to the following procedure.
Japan Post Bank (post office)
Please correct the amount displayed on the "Payment Handling Slip" with two lines, affix your personal seal, and transfer the difference. At the post office's "ATM with payment function (ATM that directly reads the payment handling slip)", in addition to correcting and stamping the payment handling slip, enter the corrected amount.
Convenience store/smartphone app payment
Since the amount is read by barcode, it cannot be corrected. When there is amount of money correction, please use Japan Post Bank (post office). In addition, in order to avoid "accidentally depositing the full amount" at convenience stores, please erase the barcode with double lines when correcting the "payment handling slip".
Account transfer (automatic withdrawal)
If the exchange/return procedure is completed on time at FELISSIMO, the corrected amount will be debited. (or it will be offset from the billed amount after the next time)
Credit card
- If FELISSIMO completes the exchange/return procedure in time, we will pay the amount after deducting the cost of the returned product.
(Even if you send it back within 10 days, it may not be possible to correct the billed amount in time.) - If we are unable to correct the billed amount due to the return, we will temporarily settle the amount for the initial delivery.
After that, we will refund the price of the returned product via the credit card company at a later date, or deduct it from the next billing. (Payment to the account depends on the contract between the customer and the card company.)
Please check the credit card company statement for the refund status. (It cannot be viewed on the purchase history/payment status confirmation page of the members-only menu.)