Returns & Refunds
Last updated: 2026
Received a damaged or faulty item? Contact us with a photo of the issue and we'll reply within 1-2 business days. Genuine defects are resolved quickly.
How to report a problem
Message us at t.me/SorenedQ with your order number and a clear photo of the item and the issue. A photo is required so we can identify the item and process your case fairly. We respond within 1-2 business days.
Eligible for return / refund
Items that arrive damaged, defective, or materially different from their description. Requests must be made within 7 days of delivery, and the item must be unused beyond what's needed to inspect it.
Not eligible
Damage caused after delivery through misuse, accident, or normal wear. Items returned without the required photo evidence or outside the return window.
Ships from Japan
Orders are sent from Japan after payment is confirmed. Approximate arrival times:
- Asia / Oceania: 2-5 business days
- North America: 4-7 business days
- Europe: 5-8 business days
- South America / Africa: 7-11 business days
Large cities and postal hubs are usually faster. Remote areas, holidays, customs, and carrier delays can add extra time.
Privacy & discreet handling
To deliver your order we collect your name, shipping address, email, and phone number at checkout. Your details are not shown publicly, not tied to a customer account, and not used for marketing. We use them only to process, ship, and support your order.
How it's stored
Shipping details are encrypted at rest (AES-256-GCM); the decryption key is held separately from the database. If an order isn't paid and the invoice expires, its shipping details are deleted automatically. We keep details only as long as needed to ship, support, and meet record-keeping obligations.
Who can see it
Your shipping address is used only by the people and services needed to complete delivery and support. It is not posted, listed, sold, or shared for advertising.
Your choices
You can ask us to access, correct, or delete your details, or ask what we hold, by messaging t.me/SorenedQ with your order number. We reply within 1-2 business days.
Questions before you buy? Reach us any time at t.me/SorenedQ - we reply within 1-2 business days.