Legal notice

Seller

Pilot Shoes Co., Ltd.

Representative

Hitoshi Fujiwara

Address

2-24-16 Higashi-Asakusa, Taito-ku, Tokyo 111-0025, Japan

Phone

+81338748121

Email

info@pilotshoes.co.jp

Support hours

Weekdays: 8:30–17:30

*We are closed all day on Saturdays, Sundays and national holidays.

Prices

Prices including consumption tax are shown on each product page.

Shipping fees

 

Additional charges (other than the product price)

*We cover the shipping cost to anywhere in Japan.

Return period

If you wish to return or exchange an item, please contact us in advance through our contact form or by email within 14 days of receiving it.

• Returns and exchanges for personal reasons (the item looks different than expected, wrong size, etc.)
  • Limited to unused items (tried on indoors only, with tags and all accessories included).
  • The customer bears the round-trip shipping costs for returns and exchanges.
  • Return and cancellation terms for made-to-order items are explained to you during your consultation and quote, and your order is confirmed once you agree to them.
• Returns and exchanges due to initial defects or incorrect deliveries
  • If there is any problem with the item we delivered, we will respond promptly with an exchange or a refund.
  • In these cases, we cover all shipping costs.
  • Made-to-order items with initial defects or incorrect deliveries are also handled after we confirm the order terms and the condition of the item.
  • *The time required to exchange (remake) a made-to-order item will be explained to you after we confirm the specifications and materials.

Refund policy

Once the returned item has arrived and we have checked its condition, we will promptly process your refund.

If you are not at fault (a shipping error on our part, a defective item, etc.)
→ We will refund the full amount you paid, including shipping.

Returns for personal reasons
→ We will refund the price of the item (as the customer bears the round-trip shipping, shipping costs will be deducted from the refund).
→ *Refund terms for made-to-order items are explained to you during your consultation and quote.

[Refund method and timing]

• Credit card payments
  • After checking the item’s condition, we refund the card you used through our payment processor. Depending on your card issuer, it may take from a few to about 10 business days for the refund to appear on your statement.
• Bank transfers
  • After checking the item’s condition, we transfer the refund to the bank account you specify.

[Conditions for refunds]

• You contacted us in advance through our contact form or by email within 14 days of receiving the item.
• For returns for personal reasons, the item must show no signs of outdoor use and be confirmed as “never used (tried on indoors only)”, with all tags, packaging materials and accessories included.
• For initial defects or incorrect deliveries, the unused condition above does not apply.

*When your item arrives, please first check indoors that it is in good condition and matches your order.

Delivery times

Delivery times differ depending on the type of item.

• In-stock items: shipped within 3 business days after payment is confirmed.
• Made-to-order items: the lead time is explained when we provide your quote, after confirming the specifications and materials.

*Made-to-order orders are confirmed once you agree to the terms we have explained.

Payment methods and timing

The payment methods available in our online store, and when payment is due, are shown on the order screen. In-stock items are shipped after payment is confirmed.

Specifications, price, lead time, payment method, and return and cancellation terms for made-to-order items are explained to you during your consultation and quote, and your order is confirmed once you agree to them.