Refund policy
14-day return policy
You may request a return within 14 days of receiving your item.
To be eligible for a return, the item must be in the same condition as when you received it, unused and tried on indoors only, with its tags attached and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, please contact us at info@pilotshoes.co.jp. Please send returns to the following address (a returns-only address, different from our business address):
Pilot Shoes Co., Ltd. (operator of Wisteria Fujiwara), 2-24-16 Higashi-Asakusa, Taito-ku, Tokyo 111-0025, Tel: 03-3874-8121
If your return is accepted, we’ll send you a return shipping label along with instructions on how and where to send your package. Items sent back to us without first contacting us cannot be accepted.
If you have any questions about returns, please contact us at any time at info@pilotshoes.co.jp.
Damages and issues
Please inspect your order when you receive it, and contact us right away if the item is defective or damaged, or if you received the wrong item. After confirming the order terms and the condition of the item, we will offer an exchange or a refund. In these cases, we cover all shipping costs. For made-to-order items, the time needed for an exchange will be explained to you after we confirm the specifications and materials.
Made-to-order items
Return, exchange and cancellation terms are explained to you during your consultation and quote, and your order is confirmed once you agree to them. Initial defects and incorrect deliveries are handled as described under “Damages and issues” above.
Unfortunately, we cannot accept returns of sale items or gift cards.
Exchanges
For initial defects or incorrect deliveries, we will offer an exchange or refund following the “Damages and issues” procedure above.
If you would like an exchange for personal reasons, please return the item you have; once the return has been accepted, you can purchase the new item separately.
Refunds
We will let you know once we have received and inspected your return, and whether your refund has been approved. If it is approved, we will refund your original payment method within 10 business days.
- Credit card payments: we refund the card you used through our payment processor.
- Bank transfers: we transfer the refund to the bank account you specify.
Depending on your card issuer or bank, it may take some time for the refund to reach you.
If 16 or more business days have passed since we approved your return and you have not received the refund or an update on its status, please contact us at info@pilotshoes.co.jp.