Before contacting us
Inquiries will generally be responded to within 5 business days.
Inquiries received on weekends, holidays, Golden Week, New Year's holidays, or on company-designated holidays will be dealt with on the next business day or later.
Please check the following before contacting us.
About using the shop
For inquiries regarding using 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 malfunction, we provide the following support.
＜Initial defects [within 7 days after product arrival]＞
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 conditions, please contact us within the product warranty period. We will check the situation and replace the product.
*Only applies to products covered by product warranty.
*Warranty periods vary depending on the product, so please check each product page.
Regarding defects of Airluv
If you suspect that your air lover is defective or broken, please first check the following page.
▶If you suspect an initial defect or malfunction
We will guide you through how to check for defects and our standards for quality products.
If the problem persists, please contact us using the form below.
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 your item from a store other than the official Poled store, please provide an image of the receipt or order screen that shows the store, date, and item purchased.
- Please provide photos or videos that show the defective part of the product.
- Please note that if a product is sold out and we are unable to provide a replacement, we may offer a refund.
Cases where returns and exchanges cannot be accepted
＜Initial defects＞
- 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 you receive it
- Returns and exchanges requested by non-purchasers
- If the item was purchased through a non-official 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, scratched or dirty, but the product itself is not defective.
- In other cases where the defect is not recognized based on our 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 non-purchasers
- If the item was purchased through a non-official route, such as a second-hand item, a transfer item, an auction site, or a flea market app
- In other cases where the defect is not recognized based on our quality standards.