FAQ - Frequently Asked Questions

Orders and Returns

Please tell me your return policy.
We accept returns if the following return conditions are met.
① The return must be made within 14 days.
Please initiate the return process within 14 days of the shipping date.
② Try-ons must be limited to your home.
We only accept returns for unused items.
③ The item must be returned in the same condition as when it was delivered.
Items that have had their tags removed, or that have acquired odors, stains, scratches, etc., while in your possession cannot be returned.
④ Sale items cannot be returned.
⑤ Items purchased from websites other than ours cannot be returned.
⑥ We will also notify you if we determine for any other reason that a return cannot be accepted.
If you have any questions about the return conditions, please contact us via the inquiry page.
I received an incorrect item in my order.
We accept exchanges or returns if:

・You receive an item different from what you ordered,

・The item has an initial defect, damage, or flaw.

In such cases, we will cover the return shipping costs.

If applicable, please contact us at hello@lindahopp.jp within 14 days of the item's arrival, including the arrival date, along with photos showing the condition of the item.

Please be sure to contact us in advance, as we cannot accept returns without prior notification.
When will my order arrive?

We will do our best to ship your order as soon as possible. Once your order has been shipped, we will send you an email with the details. Delivery dates and times vary depending on the destination.
Please tell me how to return the item.
First, please contact us via our Contact Us page or at hello@lindahopp.jp to let us know that you would like to make a return.
Then, please proceed with the return by following the steps below.
1. Please place the item (and all items that were sent to you, including product tags, etc.) and the return/exchange form in the cardboard box (or a suitable cardboard box) that the product was delivered in.
2. Please prepare a shipping label and attach it to the box before sealing it.
3. Once your package is ready, please contact the shipping company or drop it off at your nearest convenience store to return it.

*The return address will be provided when you contact us.
How long does it take to receive a refund after returning the item?
We will process your refund within 2–3 days of receiving the returned item. The time it takes for the refund to appear will vary depending on the payment method you used to place your order.
Refunds are usually completed within 14 days of us receiving your return. Delays in the refund appearing in your account may depend on your payment method.

Shipping

How much is the shipping fee?
■ Honshu & Shikoku: Flat rate 1,000 yen (tax included)
■ Hokkaido, Kyushu & Okinawa: Flat rate 1,500 yen (tax included)

*Shipping fees apply to each order. We cannot combine items with different order numbers.
*The carrier will be Japan Post, Sagawa Express, or Yamato Transport (cannot be specified).
Can multiple orders be shipped together?
As we arrange shipping for each order individually, we cannot combine items from different order numbers into a single shipment.
Therefore, even if you place multiple orders, each will be shipped separately.
Can I specify the delivery date and time?
Currently, you cannot specify a delivery date and time when placing your order or at the time of shipping.
If you are not home when your order is delivered, the carrier will leave a delivery notice, so please be sure to check it and request redelivery.
How long does it take from order to shipping?
Unless otherwise stated on each product page, your order will be shipped within 1–3 business days from the order confirmation date.
Business days are weekdays, excluding weekends, public holidays, and the New Year holiday period.
We will also announce any other scheduled closure periods (e.g., summer holidays) in advance on our website and other channels.
Orders placed during these periods will be shipped in the order they were received starting after we reopen.
While we strive to deliver your order as quickly as possible, please note that it may take longer than usual during periods of high order volume or due to circumstances affecting our shipping carriers.
What should I do if I am unable to receive the item, for example, because I am not home?
If you are unable to receive the item within the carrier's storage period, it will be returned to us.
In such cases, if you wish to have it resent, you will be responsible for the shipping costs (cash on delivery).
Furthermore, if you are unable to receive it after it has been resent or if you refuse to accept it, we cannot issue a refund for the product price for any reason.
Please note this in advance.
Additionally, please be aware that the item may become wrinkled or the packaging may be damaged (crushed boxes, scuffs, etc.) during return or reshipment, and we cannot be held responsible for such damage.
We appreciate your cooperation in ensuring a smooth delivery.

About Payment

What payment methods do you accept?
We accept credit cards (Visa / Mastercard / JCB / American Express / Diners Club). *One-time payment only