Before contacting us

About using the shop

For inquiries regarding the use of our shop (orders, payment, delivery, etc.), please first check the following.
▶Questions about using the shop

About the product

For product inquiries (product specifications, usage, how to choose a product, etc.), please first check the following.
▶ Product questions

Regarding initial defects and malfunctions

Support Types

If the product has an initial defect or malfunctions, we provide the following support.

＜Initial defects [within 7 days of receiving the product]＞

If there is an initial defect (defect in the manufacturing process or upon delivery) or if the delivered product is different from what you ordered, please contact us within 7 days of receiving the product.

<Product warranty [within the warranty period of each product]>

If the product breaks down under normal use, please contact us within the product warranty period. We will check the situation and replace the product.
*Only applies to products covered by the product warranty.
*The warranty period varies depending on the product, so please check the individual product pages.

Preparation before contacting us

• If you purchased from an official Poled store (our store, Rakuten store, Yahoo store, Amazon store), please have your order number ready.
• If you purchased from a store other than the official Poled store, please provide an image of the receipt or order screen that shows the store, purchase date, and purchased item.
• Please provide photos or videos that show the defective part of the product.
• Please note that if we are unable to provide a replacement product, such as if the product is sold out, we may offer a refund.

Cases in which returns and exchanges cannot be accepted

<Initial defect>

• If you contact us after [7 days after the product arrives]
• If the product is returned without prior notice
• Returns and exchanges due to customer convenience
• If the size does not fit or the color or texture is different from what you expected
• If the product is damaged or soiled after receiving it
• Returns and exchanges requested by someone other than the purchaser
• If the item was purchased through an unauthorized route, such as a second-hand item, a transfer item, an auction site, or a flea market app
• Due to manufacturing specifications and individual differences, as well as minor scratches, misaligned stitching, fraying, etc. that are difficult to avoid during the manufacturing process.
• The outer bag or box is bent, damaged or dirty, but the product itself is not defective.
• Any other cases where the defect is not recognized based on our company's quality standards .

<Product Warranty>

• If you contact us after the [product warranty period] has expired
• If the product is returned without prior notice
• In the event of breakdown or damage caused by improper handling or use
• In the case of malfunction or damage caused by improper modification or disassembly
• Returns and exchanges requested by someone other than the purchaser
• If the item was purchased through an unauthorized route, such as a second-hand item, a transfer item, an auction site, or a flea market app
• Any other cases where the defect is not recognized based on our company's quality standards .