Returns, Exchanges and Cancellations
We take great care in managing and shipping our products, but in the unlikely event that you receive a defective product (broken, soiled, etc.), the wrong product, or the wrong quantity, we will exchange or return the product at our own expense.
In that case, we apologize for the inconvenience, but please contact us within 14 days of receiving the product or send an email to 12lyearsyears@gmail.com Please contact us at. Our customer support staff will respond within 3 business days (excluding weekends and holidays).
* Defective products are only accepted if they were damaged when delivered. Please note that we cannot accept returns for damage after use.
*Please note that we cannot accept exchanges or returns in the following cases even if the product is defective.
- If you contact us after 14 days of receiving the item
- Products that have been opened and used or show signs of use
- If the item becomes smelly (perfume, cigarettes, etc.) or has scratches, stains, loose threads, deformation, or damage due to trying on the item
- Products that have been dry-cleaned, washed, or altered
- Products without packaging (bags, cases, tags) or accessories
- Auction items and sale items
- Products that are worn directly on the skin, such as underwear and socks
- If you have not contacted us in advance
In addition, we do not accept returns or exchanges due to customer reasons such as the product being different from the image in the photo. Thank you for your understanding.
Cancellation Policy
Please note that cancellations before shipment are possible, but cancellations after shipment are not allowed.
Also, if you purchase a stuffed animal and a paid option together, cancellation is not possible.
If your order is returned to us after the payment deadline has passed or you are unable to receive the package, it will be automatically cancelled. Please note that if your order is cancelled without any prior notice, we may refuse to accept any future orders.
Notes on returns
When returning an item, please send the box and accessories that were delivered with the product together. When returning the item, please use a courier service and be sure to keep a copy of the shipping receipt. If you do not have proof of shipment, we will not be responsible for any problems such as loss or misdelivery during delivery. Please note that we will not accept returns in the following cases:
- If the item does not arrive due to delivery issues
- If the item is damaged due to delivery issues
- If the product or accessories are missing
About refund method
<For customers paying by credit card>
Refunds will be processed after the canceled product arrives at our company. If the cancellation occurs after the closing date of your credit card company, the refund will be made the following month or the month after. For details, please contact your credit card company.
<For customers paying by bank transfer or at a convenience store>
We will refund you within 7 business days after we receive the returned product. Please note that we cannot accept cash or bank transfers.
We will provide you with more details after we receive your return notification.
If you have any other questions, please feel free to contact us by email.