Notice: MARUI web channel International is a separately run website from MARUI web channel, the latter of which is exclusively designed for orders placed within Japan.
Therefore, registration, shipping and all other services on our website are independent from those offered on MARUI web channel.

Returns Policy

1.Returning item(s)
We accept returns within eight days of the item(s) arriving at your delivery address. However, we cannot accept a return in the following circumstances:
  • The item(s) has been used, even if only once
  • The item's(s) box or packaging is missing
  • The item(s) has been altered or cleaned by the customer
  • The item(s) has been damaged or soiled by the customer
  • The tags have been removed from an item(s)
  • Any item(s) we determine cannot be reused due to its shape being altered when it was tried-on or during trial-use, or because item(s) have acquired an odor (such as perfume)
  • A custom-made item(s)
  • Only one item(s) among multiple item(s) sold as a set


Details of the payment of delivery charges for returned item(s) are described below.
When we bear responsibility for delivery charges We will pay the delivery charges for returning a damaged item(s) or when the wrong product was sent. In these instances, delivery charges paid by the customer will be refunded through the credit card used for purchase, through PayPal, with a coupon or by cash.
When the customer bears responsibility for delivery charges The customer must pay delivery charges for an unwanted item(s), or if a different size or color is requested.

*Please refer to our page 2. Regarding the treatment of item(s) damaged in transit for information on our policy concerning items damaged during transit.
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When the customer wishes to return all item(s) purchased in an order.
Please notify us via the Website below if you wish to return your items. We will send you an email advising you on how to return the products.
Contact Us
We cannot accept returned items without prior notification.
We cannot give a refund or send a replacement for returned items without prior notification.

The customer wishes to return one or some of the item(s) from a multiple item purchase.
Please choose from one of the following:

a.) Returning only one or some of the item(s) from a multiple item purchase

Please notify us via the Website below if you wish to return your items. We will send you an email advising you on how to return the products. You can continue to use the item(s) which you do not wish to return.
Contact Us
We cannot accept returned items without prior notification.
We cannot give a refund or send a replacement for returned items without prior notification.

b.) Returning all item(s) from a multiple item purchase

We will refund the entire purchase cost if all item(s) from a multiple item purchase are returned.
If you wish to re-buy one or several items from a returned order, you must once again place an order through the Website.
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 Return Process

1.Please print-out and complete the Item(s) Return Form and post it together with the returned item(s).
Item(s) Return Form (PDF/183kb)Item(s) Return Form (PDF)
2.Please write in large letters "Return Cargo" on the outside of the returned-item(s) parcel.
3.Please only use the International Express Mail Service (EMS) offered by your local postal service when returning unwanted item(s). We cannot accept returns by any other method.
We will start the refund procedure once we receive the returned item(s).

 Refund Methods

Please be aware that the amount returned may be more or less than the purchase price due to fluctuations in currency exchange rates. The customer is unable to request that we pay the difference in the event exchange rate fluctuations result in the amount returned being less than the purchase price.
Depending on the payment method at the time of purchase, the customer will be refunded in the following ways.

a.) For payments by credit card The purchase price is refunded via the credit card used for purchase. Refunds for payments made by credit card may take more than two months depending on the billing and payment schedules of the credit card company used by the customer. Please refer to your contract with your credit card company for details.
b.) For payments by PayPal The purchase price is refunded via PayPal
c.) For payments by Alipay The purchase price is refunded through Alipay.
Refunds for payments made by Alipay may take more than seven days depending on the billing and payment schedules of Alipay.
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2. Regarding the treatment of item(s) damaged in transit
Please contact us within eight days of the item(s) arriving at your delivery address if you discover it is damaged upon opening the package.
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How to use the EMS insurance program

Please take the item(s) and all accompanying packaging and wrapping to the post office or delivery office that delivered it and request for a damage report*. Please also refer to one of the following Websites for information on the Express Mail Service (EMS) insurance program for items damaged in transit.
Information on the EMS insurance program
*What is a damage report?
A damage report is a document required when claiming compensation for damage from Japan Post. Based on the report, Japan Post evaluates the extent of the damage caused during transit and conducts an investigation to determine whether compensation for the damage should be paid.

For customers wishing re-delivery for a damaged item(S)

Once you have the damage report, please notify us of the name of the post office or delivery office and the time and date the report was filed via the following website.
Contact Us
After requesting an investigation by Japan Post and receiving acknowledgment that the damage to the item(s) occurred due to an accident in transit, we will check we have an identical product in stock and begin procedures to deliver the replacement item(s).
Please dispose of the damaged item(s) after the replacement has been delivered. You do not need to return the damaged item(s).
We will send you a 'Shipping confirmation' email to you once your replacement item(s) has been dispatched.
If we cannot send you a replacement item(s) within 7 business days of your notification, we will start the process for a refund.

For customers wishing a refund for a damaged item(s)
Once you have the damage report, please notify us of the name of the post office or delivery office and the time and date the report was filed via the following Website, and also nofity us that you are wishing a refund for a damaged item(s).
Contact Us
After requesting an investigation by Japan Post and receiving acknowledgment that the damage to the item(s) occurred due to an accident in transit, we will begin the refund procedure.
We will send a 'refund completed' email to you once the refund procedure is finished.
Please dispose of the damaged item(s) after the refund procedure has been completed. You do not need to return the damaged item.
While inspect damage claims fairly, please note that in some instances we are unable to comply with the customers demands.
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