Frequently Asked Questions
Unfortunately we do not offer exchange for products purchased online.
[Updated: June 10th 2020]
Please contact our customer service at firstname.lastname@example.org for your return request. Returns are accepted within 14 days of purchase. All returns must be in their original condition, have all tags attached, authenticity cards and original proof of purchase enclosed, and be complete with all parts and accessories. When you contact customer service, please kindly include your name, order number and the registered email address. Return shipping fee will not be covered by MCM except when you received defective items.
（1） If the product is returned without prior contact within 14 days after product arrival
（2）10 days after contacting customer service for return request, return package still has not arrived at MCM.
（3） If the tag attached to the product is removed or lost (with exceptions)
（4） If there are traces of usage (wrinkles or creases, scratches, odorization, etc.)
（5） If the product is returned with scent of tabacco or fragrance etc.
（6） If a part or an accessory of the product is missing
（7） If the required documents are not enclosed
（8） If cover letter, etc. is pasted directly on the fancy box for return of product
（9） If you cause scratches or stains on the products or fancy boxes
（10） If wrappers such as fancy boxes, fabric pouches or shopping bags are missing
（11） If the attached packagings are opened
（12） If the product you wish to return is not eligible for return (jewelries, pins, cufflinks, hosiery, socks, undergarments, lingerie sets, face covers and personalized items are non-returnable)
（13） Products purchased as gifts
（14） Products purchased from stores other than MCM Japan Online Store (Please contact the store in which you purchased such product)
（15）Products purchased at a sale
Once the items are received, processed, and approved by our warehouse, you will be refunded the return amount through the same payment method used to place the order. Refunds may take up to one billing cycle to appear on your bank or credit card statement, depending on your bank or credit card issuer.
In case of refund paid through Payment on Delivery (cash), we will refund to your bank account via bank transfer.
Unfortunately, we do not allow return and exchange on products received as gifts.
Have a question or concern? We'd love to hear from you. Our Client Service team is ready to help.
Or reach us at email@example.com
Mon to Fri 9 am to 6 pm local time
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