Terms of service

1. Returns and Exchanges

Returns and exchanges are only accepted under the following conditions:

  • The product is defective.
  • The product delivered differs from the item ordered.
  • The product was damaged during delivery.

2. Non-Eligible Cases for Return or Exchange

Returns or exchanges will not be accepted in the following cases:

  • More than 7 days have passed since the product was delivered.
  • There are signs of use, trial wear, or cleaning (e.g. wrinkles, scratches, odors).
  • The product or packaging/accessories have been damaged, soiled, or lost.
  • The purchase cannot be verified as made through the tesoro OFFICIAL ONLINE STORE.
  • The delivery note is lost.
  • The product tags or labels have been removed or lost.
  • The package, considered part of the product, has been opened.
  • The product is a hygiene item (underwear, swimwear, cosmetics), a lucky bag, sale item, outlet item, or pre-order item.

Note: We generally do not accept returns or exchanges for purchases made on our website. However, exchanges or refunds for initial defects may be requested through our support team. Claims must be made within 3 days of receiving the product.

If paid by credit card, refunds will be processed via our system (Shopify Japan) and may take 10–14 business days. For convenience store payments, refunds will be processed via bank transfer on the next business day after receiving account details.

Shipping

Shipping typically takes 14 to 28 days from the date of payment confirmation (not the order date). In rare cases, it may take up to 60 days.

No additional charges apply for deliveries to Hokkaido, Okinawa, or remote islands.

For international shipping, a flat rate of ¥5,000 applies (for orders over ¥40,000).

Shipping carrier and delivery time cannot be selected.

Redelivery

If your package is returned to us due to customer-related issues (e.g., incorrect address, address change, recipient absence), the redelivery cost must be borne by the customer. Redelivery will be made via cash on delivery (COD).

Customs Duties & Tax

All product prices on our website include customs duties and taxes. No additional fees will be incurred during shipping.

※ For international orders, laws of the destination country apply.

Purchase Guidelines

Products purchased from our site are for personal use only and not for commercial use or resale. By completing an order, you agree that the purchase is for personal use. We reserve the right to cancel any order at our discretion without prior notice.

Site Compatibility

Please access our website using a standard browser.

Use of Our Website

By using our website, you agree to these Terms of Service. Terms may be updated or modified without notice. Please check the website regularly.

We do not guarantee the accuracy, completeness, or timeliness of the website's content. We reserve the right to correct any errors or defects.

Security

Our website uses industry-standard SSL (Secure Sockets Layer) encryption technology to protect your personal data. SSL encrypts data during transmission to prevent it from being intercepted.

Personal Information

We treat all customer information as confidential. We do not disclose it to third parties unless required by law or legal authority.

Your personal data is protected with SSL encryption.