Returns

Return of goods

Dear international customers

All customers are liable for the return shipping fee and associated customs fees to send back goods.

Please consider using a local jewelry store in case of maintaining goods.

Only in-stock orders may be returned by the customer within 30 days of receipt. Please contact our customer service by clicking "Contact Us" with your order number.

Return process

STEP 1

Please contact us within 30 days of receiving the product via the contact form, chat on the bottom right of the screen, or PRMAL LINE official account. We will provide you with the return address information.

STEP 2

Please ship the item(s) using the specified shipping method within 7 days after contacting us.

STEP 3

The refund process will be finalized within 5 business days after the product is received and confirmed.

NOTE

  • If you have purchased more than one item, please be sure to include the name of the item you wish to cancel.
  • Not applicable to made-to-order products for return.
  • Returned items cannot be changed or exchanged for another item.
  • Please note that we may not be able to accept cancellations depending on the contents of your order or the condition of the product.
  • Please refer to the User's Guide for details.

In the case of defective quality or incorrect delivery, we will replace the item with the same item only if it is in stock. If we do not have a replacement in stock, we will issue a refund.

How to get a refund

Credit Card

If you pay by credit card, the payment will be processed through your credit card. Please contact your credit card company directly for the status of your refund.

Bank Transfer (Japan)

We will refund your money to your bank account after confirming your account information. Please note that you will be responsible for the bank transfer fee at the time of payment.

Smart Phone Payment We will process the refund to the smartphone payment service that you used for payment. Please note that the timing for completing the refund may differ depending on the smartphone payment service used, even after our refund instruction.