Refund policy

返品・交換について：

返品・交換をお受けする場合 以下の場合に限り、商品到着後7日以内にご連絡いただければ、返品・交換を承ります。 
・お届けした商品に破損・汚損があった場合 
・ご注文と異なる商品が届いた場合 

返品・交換をお受けできない場合 以下の場合は、返品・交換をお受けすることができません。あらかじめご了承ください。 
・お客様のご都合による返品・交換（イメージ違い、サイズ違いなど） 
・一度ご使用になった商品 ・お客様のもとで傷・汚れが生じた商品 
・商品到着後8日以上経過した商品 ・セール品・福袋など、返品不可と明記された商品 

返品・交換の手順
1. まず、info@henun.jp までメールにてご連絡ください。 
2. 当店より返送先・手順をご案内いたします。 
3. 商品到着後、確認のうえ交換品の発送またはご返金いたします。 
返金について 返品が確認された後、元のお支払い方法にてご返金いたします。 クレジットカードの場合、返金処理からカード会社の明細に反映されるまでに数日から数週間かかる場合がございます。 

お問い合わせ ご不明な点がございましたら、info@henun.jp までお気軽にお問い合わせください。

Returns & Exchanges (International Orders)

Every Henun piece is inspected by hand before shipment.

1. Damaged, defective, or incorrect items

If your item arrives damaged, defective, or is not what you ordered, please contact us at info@henun.jp within 7 days of delivery with photos of the item and its packaging. We will offer a replacement or a full refund, including shipping costs. Quality issues are always fully covered.

2. Returns for other reasons

As each piece is produced in small batches, we are generally unable to accept returns or exchanges for change of mind. For hygiene reasons, pierced earrings cannot be returned unless defective. If you are unsure about sizing or materials, please contact us before purchasing.

3. Additional terms for US and Canada orders

For orders shipped to the United States and Canada, the following terms apply in addition to the policies above:

Prior authorization required. All returns require prior contact and approval via info@henun.jp. Unauthorized returns cannot be accepted.

Return window and conditions. Return requests must be made within 14 days of delivery. Items must be unused, undamaged, and returned with all original packaging, tags, and accessories. The hygiene exclusion for pierced earrings above also applies to US and Canada orders.

Return shipping and refunds. Return shipping costs are the customer's responsibility. Refunds are processed after the returned item has been received and inspected. Original shipping fees are non-refundable. Duties and import taxes are likewise non-refundable, as they are collected by customs authorities and cannot be recovered.

Non-returnable items. Engraved items, made-to-order pieces, and personalized items cannot be returned or exchanged.

Lost packages. All orders are shipped with tracking. If tracking shows "delivered" but you have not received your package, please check with household members and your building management first, then contact us. We will file a formal trace request with the carrier. Any refund for a lost package is processed once the carrier's investigation is complete.

4. How to request a return

Please email info@henun.jp with your order number. We will reply with return instructions. Refunds are issued to the original payment method; card refunds may take several days to a few weeks to appear.