Defective Products

If your order arrives damaged, product is faulty or if it was supplied incorrectly, please contact us. Provide the order ID and detailed information about the damaged or defective product. We'll be happy to resolve the issue.

Our Simple 60 Day Return Policy 

You can shop with confidence at ZU-STORE.JP as you are welcome to return anything you purchase from us, within 60 days from purchase.

For change of mind returns, your product needs to be:

  • In perfect brand new condition.
  • Have swing tags, labels and original packaging intact.
  • Sale items can only be returned if the item is faulty.

Original shipping fees and return shipping fees cannot be refunded.

Products purchased in large quantities (bulk orders) or at reduced rates (sales items) may not be returned or exchanged.

All returns will be reviewed by our Returns Processing Team to determine if the item is in new, unopened, unused condition.


  1. Go to return form page and enter your order number and email address.
  2. Confirm your order item.
  3. Select return reason.
  4. RMA(Return Merchandise Authorization) number will be issued and you receive confirmation email.
  5. Returns Processing Team will review your request.
  6. If return request is approved, you will receive email about return process detail.

We highly recommend using trackable shipping method such as registered mail. ZU-STORE.JP is not responsible for any return packages that get lost in the mail transit process.  

Returns are processed once a week by the warehouse so please allow 5 to 10 days after the return is received for it to be processed.  


ZU-STORE.JP doesn’t handle exchanges but would be happy to help you process a return and refund of any new and unopened items. When the refund is processed you may place a new order for an alternative product.