Regarding returns and exchanges
If you contact us within one week of receiving the product due to reasons such as product damage, product defects, or the product being different from the order, we will replace the product with a new one.
*If you find any problems, please let us know in advance via chat, email, or LINE with a photo attached so that we can deal with the problem smoothly.
(If the size of the photo you send is large (over 3MB), an error may occur. In that case, please reduce the size of the photo or send the photo in several batches.)
*We will cover the shipping costs for returns and exchanges due to our fault, but we ask that you provide the packaging for the return, so please do not discard the packaging materials such as cardboard boxes .
*If the product is out of stock, we may ask you to wait until the next shipment arrives or offer a return or refund.
*If the problem can be solved by replacing only some parts, such as an assembled product, we will replace only the relevant parts. For example, the handle of a multi-pot, part of the plate of a hot sandwich dish, etc. *We cannot accept compensation for secondary damage caused by lending the product to your family or friends, or secondary damage caused by a product defect that makes it impossible to achieve its purpose (for example, a product that is not viable due to a missing part).
In case of reasons due to customer's convenience
We will only accept returns, refunds, and exchanges if the product is unopened and unused and the customer is responsible for the actual cost of round-trip shipping.
Please be sure to check the product name, size, color, etc. before opening.
*Even if the product is sold with "free shipping," you will be responsible for the "actual cost of shipping" from the shipping origin to the delivery address.
*Tsukiji, Chuo-ku, Tokyo is the address of our office, and we do not handle any shipping. The shipping location varies depending on the product. Therefore, please be sure to contact us in advance regarding the shipping fee, return address, and return method, as we will inform you of this.
We do not accept returns, refunds, or exchanges for opened products, products that have been used, or custom-made products.
(In the case of defective products, we will accept returns and exchanges in any case. If we are unable to arrange an exchange due to a lack of availability of the same product, please understand that we will refund your money.)
In the case of cancellation after product shipment, return due to long-term absence, unknown address, or refusal to receive the product
Please note that if the product is returned due to cancellation after shipment, long-term absence, unknown address or refusal to receive the product, you will be responsible for the round-trip shipping costs (actual cost) .
*In all cases, including free shipping items, items that incur normal shipping charges, and items where additional shipping charges are charged in addition to the normal shipping charges for Hokkaido, Kyushu, Okinawa, remote islands, and other remote areas, you will be responsible for the actual cost of round-trip shipping.
*If you have placed an order by credit card, please note that the initial invoice amount will be changed to include the round-trip shipping fee.
When returns and exchanges cannot be accepted
・We will not accept any returns for damage, stains, odors, etc. that occur during use.
- The packaging may be torn or crushed during transportation, but if the product itself is not damaged, it will not be eligible for return or exchange.
- Because we sell products intended for home use, we cannot accept returns or exchanges for defects caused by using the product in an environment where it is used by an unspecified number of people.
- If there are any problems with use as described in the instruction manual, we will not accept returns or exchanges.
*Even if the request for return or exchange does not fall under the above, we may not be able to accept it if we deem it to be unreasonable.
Refund Policy
Depending on the payment method and timing of cancellation, the system will cancel or refund your payment.
If a refund is issued, we will contact you by email, so please check the contents of that email.
For payment details, please contact Rakuten Ichiba.
For inquiries to Rakuten Ichiba, please click here. ■ Inquiry Form ( We will respond between 10:00 and 17:00, excluding weekends and holidays )
https://glamp.tokyo.jp/pages/contact
■ Chat ( replies will be sent between 10:00 and 17:00, excluding weekends and holidays)
https://glamp.tokyo.jp/
*Click or tap the chat button at the bottom left of the screen.
Return address for exchanges and returns
The return address varies depending on the product, so please be sure to contact us in advance. Please follow the instructions we give you to exchange or return the product .
*Please note that if you return the item without contacting us, we will charge you for any shipping fees that exceed our contracted shipping fees.
About the cooling off period
"Cooling off" is a system that applies to door-to-door sales, etc.
Please note that the cooling-off period does not apply to online shopping, as customers access the store and place orders of their own volition.
Contact us
After reading the above, if you would like to exchange or return an item, please contact us via email, chat or LINE with the following information:
Please copy and paste your answer.
[About customer information]
・Name:
・Phone number:
·post code:
・Address:
[About product information]
・Purchased at:
・Order number (when purchasing online):
・Problem content:
Contact: LIMON GLAMP Co., Ltd. Customer Support Department
Email: contact@limon.co.jp