Returns & Exchanges

We want you to be completely satisfied with your online purchase. If you are unhappy for any reason, we'll gladly accept the return of unused/unworn items.


In order for your return to be valid YOU MUST NOTIFY US OF YOUR INTENT TO RETURN PRIOR TO SHIPPING THE ITEM BACK. Failure to do so will risk the items being lost and your return will not be accepted (parcels from customers that did not notify us will not be accepted and will be returned to you). ANY COSTS INCURRED (INCLUDING CUSTOMS DUTIES AND TAXES) AS A RESULT OF A FAILURE TO FOLLOW THE RETURN INSTRUCTIONS PROVIDED BY US VIA EMAIL OR HEREIN, SHALL BE DEDUCTED FROM THE REFUND OR CREDIT AMOUNT.
In addition, purchased items can only be returned at the place of purchase. For returns of items purchased in stores, please contact the respective stores. Likewise, we do not accept returns of items purchased on our website in stores.

Return Policy

  • Returns and exchanges must be initiated within 7 days of receiving your order and items must be received by ACE within 30 days from the date of purchase, barring any customs-related delays for returns from outside Japan.

  • All returned items must be in their new and original condition: unused, not hemmed, unwashed, unworn and with tags attached.

  • Unless the product has a defect or you receive the wrong one, you have to cover the shipping fees. 

  • All accessories and items accompanied with items originally (such as cases, user manuals, spare parts) must also be returned.

  • No returns or exchanges for discounted items are accepted.

  • Returns that do not meet the above requirements will not be accepted. 

  • If your final purchase amount is below the free shipping threshold after returning a product, we will deduct the original shipping costs that would have been charged from the refund. 

  • You will be responsible for all costs in relation to returns/exchanges, including return shipping costs, duties and taxes.

How to Return/Exchange

  • Initiate a Return/Exchange

    • Within 7 days of receiving your order, please send your Return/Exchange request to customer service via or live chat with the information set out below.

    • For Returns: Please provide customer service with your order number, details of the item you want to return and the reason for your return, and we will get back to you with return instructions.

    • For Exchanges: Please provide customer service with your order number, the item you would like to exchange and the model/size of the item to be exchanged so we can reserve your desired item so it does not sell out while we await your package.

  • Package the Item(s)

    • Pack your item(s) and invoice into a bag or box.

  • Select Shipping Method

    • Use any courier service that is convenient for you to send the parcel back within the specified time to the address provided from the customer care:

    • On the air waybill please include your invoice number and note "Return shipment to Japan".

  • Send return tracking number

    • Prepare a photo or scanned copy of the return invoice/receipt and the tracking number to

  • Refund Process

    • If you have an account, login here

    • You may choose to receive your refund in the original form of payment. Once we receive the returned item(s), your refund will be initiated within 1-2 business days. 

    • Refunds in the original form of payment may take up to 10 business days to show up on your account due to varying processing times between payment providers.  If you do not receive your refund after 10 business days, please contact customer service via or live chat and they will gladly assist you.