Our refund policy lasts 14 days starting from when your order was delivered to you. If 14 days have gone by since you received your item, unfortunately we can’t offer you a refund. Below are the scenarios in which you may or may not be eligible for a refund:
The products never arrived
Please email us at contact@kinship.jp if your tracking number indicates that your order has been delivered, but you have not actually received your item(s). After we verify this information, we may or may not ask you to return the item(s) to us. We will then process your refund immediately.
Damaged upon arrival
If your item(s) is damaged or defective upon arrival, email us with photos of your order and explain why it is damaged or defective. After we verify this information, we will process your refund immediately.
Broken after use
We are not responsible for any issues with your shoes after you wear them.
Customer changes their mind
We will not offer you a refund if you change your mind and decide you no longer want your products after receiving your order. In this scenario, we will only offer a free exchange or store credit. See our Returns Policy page for more information regarding exchanges.
Incorrect product
If you realize your item(s) is the wrong product upon arrival, email us with photos of your order and explain why it is incorrect. After we verify this information, you will need to return the order back to us and we will send you the correct product, or process a refund if you wish. We will pay for return shipping costs. *Note that we will not grant refunds due to ‘color differences’ between the actual product and our site’s images.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-10 business days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please email us at contact@kinship.jp.
*Kindly note that Kinship is not responsible for any items lost during the return shipping.