Rental Terms

We provide rental services based on the following terms and conditions.

Confirming the order

The order will be confirmed once the customer and our company have confirmed that the delivery date, use date, return date, kimono to be used, and delivery address are correct, and the customer has contacted us by email or phone to confirm that the order has been confirmed. Simply pressing the payment button does not confirm the order.

Terms and conditions before shipping

Cancellation Policy

If you cancel your order after it has been confirmed, we will charge you the cancellation fee set out in Table 1. If you pay by credit card, the cancellation fee will be settled by credit card. If you pay by bank transfer, Japan Post Bank transfer, or prepayment at a convenience store, the amount minus the cancellation fee and transfer fee will be transferred to your designated account. If you pay by cash on delivery or if you have not yet transferred the payment, the cancellation fee will be transferred to our account.

If you wish to cancel, please contact us by email with the subject "Cancellation Request" and the name of the person who placed the order and the date of use clearly written in the body of the email. If the item has not yet been shipped when we receive the email, the cancellation will be considered complete. Cancellations by phone will not be accepted.

Table 1 Cancellation Fee Policy

Cancellation date	Cancellation Fee
Up to 15 days before the date of use (※) and within 14 days from the date of order	free
The 15th day after the order date or 14 days before the date of use, whichever comes first Up to 5 days before the date of use	Total product price (excluding shipping and handling fees) 20%
On the day of use 4 days before to the day (and before shipping)	Total product price (excluding shipping and handling fees) 100%
After shipping	Cannot be cancelled

(Note) If the date of use is changed after the order is confirmed, the earliest date between the original date of use and the changed date of use will be used.

Change of kimono

Once your order is confirmed, you can change your kimono up to 5 days before the date of use. You can change your kimono as many times as you like up to 15 days before the date of use. From 14 days before the date of use, up to 5 days before the date of use, you can change your kimono only once if the product can be arranged. We cannot accept changes after the product has been shipped.

Change of use date (before shipping)

We will accept changes to your use date if you contact us by email at least five days prior to the use date (and before shipping) and if there are no prior reservations for the product you are using. Changes can be made free of charge if they are made within one month of the original use date (*). If you change your use date to a date more than one month from the original use date, a change fee of 20% of the total product price (excluding shipping and handling fees) will be charged. *If you have already changed your use date, the calculation will be based on the earliest of the original use date and the changed use date.

Important notes regarding cash on delivery

We accept orders for cash on delivery from 14 days before the date of use to 4 days before the date of use. We cannot reserve items for orders placed 15 days or earlier. Please note that if you order 15 days or earlier, you will need to change your payment method to a payment method other than cash on delivery, such as bank transfer or prepayment at a convenience store. In the case of cash on delivery, a cancellation fee will be charged from the time the order is confirmed. If you refuse to receive the product after it has been shipped or if delivery is not possible for your own reasons, we will charge you the same amount as the cash on delivery amount at a later date. Please note that this will not be treated as a cancellation.

Extension of the usage period

The rental period is usually one day. The rental period can be extended upon request. To prevent soiling, the actual number of days each item can be worn is limited to three days. Long-term rental is possible as long as the actual wearing period is within three days.

Verifying your identity and usage

To verify your identity, we require that we be able to communicate with you via email and that we be able to contact you by phone. Please note that we may refuse your use if we are unable to verify your identity or depending on the results of a credit check. Please also note that we may refuse your use if you are unable to accurately state the purpose of the kimono or depending on the nature of the purpose. Please note that we do not disclose the details of the credit check.

Our kimonos are limited to one person per kimono. Please note that we do not allow multiple people to share a kimono or wear it repeatedly for commemorative photos, etc.

Information about customers using kimonos

If the customer placing the order is different from the customer who will actually wear the kimono, we will ask for the customer's information (name, address, phone number, email address, height, shoe size, age). Please note that in some cases, we may contact the customer directly. Please note that if the person who will wear the kimono is not known at the time of ordering, we may refuse to use the kimono. We will manage the personal information we receive appropriately in accordance with Hirose Co., Ltd.'s Personal Information Protection Policy.

Terms and conditions after delivery

Changing the size after delivery

If the size does not fit when you try on the product after delivery, we will do our best to accommodate you, such as sending a replacement. Please note that we cannot accommodate requests on our company's holidays or if the product cannot be delivered in time for the intended date due to being far away. Please note that we cannot accept exchanges if you did not provide the correct height or shoe size when placing your order, or if we informed you at the time of order confirmation that changes or returns were not possible.

Change of use date (after shipment)

We will accept changes to the date of use if you contact us by email before the return date and there is no prior booking for the product you are using. The period from the original date of use to the new date of use will be considered an extension, and you will be charged the extension fee specified for each product. If the postponement is due to unavoidable reasons such as bad weather or your health condition, one day of the extension period will be treated as free of charge. Please note that we cannot accommodate requests if there is a prior booking for the product you are using.

Returns if the product is different from what you expected

If the product you receive is different from what you expected, you can return it only before wearing it. First, contact us, then write the reason for return on the return sheet and return it. Once we receive the product, we will refund the amount minus the round-trip shipping fee and handling fee to your account. If you paid by credit card, we will refund the difference. We cannot accept returns after wearing the kimono. Also, since our products are rental items, they may have some dirt or scratches. We cannot accept returns due to dirt or scratches.

Returning a kimono if it doesn't fit properly

If you are unable to wear the kimono properly, you can return it. Please write the reason for return and any difficulty in dressing on the return sheet and return it. Returns are only accepted if you have tried it on and practiced by the day before the intended use. We cannot accept cancellations if you are unable to wear the kimono on the day of use without trying it on or practicing in advance. We also ask for your cooperation in calling us to ask for details about your dressing experience in order to improve our services. We will process your refund once the product arrives at our company.

Returns due to customer convenience

We cannot accept returns or cancellations for customer convenience after the product has been shipped.

Response in case of product defects, defects, or missing items

In the unlikely event that the contents of the product we sent are incomplete, defective, or missing, we will send a replacement as soon as possible. If we are unable to provide the same item, we will provide an equivalent replacement. Our products are rental items, so they may have some dirt or scratches. We cannot accept exchanges due to dirt or scratches. If the replacement item cannot be delivered in time and you are unable to wear the kimono, we will compensate you by refunding the full amount paid.

Maximum compensation amount

If you are unable to use the kimono, or if our kimono causes damage to you, compensation will be limited to the amount you paid. Please note that we cannot offer compensation beyond a full refund of the amount you paid.

Terms and conditions after returning the product

Regulations regarding stains and damage to kimonos and dressing accessories

After the kimono is returned to us, we will inspect the kimono and the items included in the set for stains, damage, and missing parts. Depending on the condition of the items, we will take the following measures. If stains occur during use, please do not attempt to remove them yourself. Please indicate the stained areas on the return slip.

Free of charge

We will clean any dirt that naturally accumulates on kimonos, obi, and dressing accessories free of charge. Natural wear and tear on sandals and geta is not an issue. We will be responsible for any damage to items that have deteriorated through repeated use.

Paid support

Scratches and tears in the fabric of kimonos and obi will be repaired for a fee. In addition, damage or staining caused by not following the usage instructions, improper use, customer negligence, or unnatural use will be repaired for a fee. We will charge you for the cost of repairs required to restore the item to a rental condition. The maximum amount of compensation charged will be the amount specified in Table 2.

Estimated repair costs: If repairs can be done by patching, it will cost 10,000 to 20,000 yen per square centimeter. Estimated costs for special cleaning and stain removal: 3,000 to 10,000 yen.

Claim for compensation

In the event of damage or soiling that makes it impossible to restore a rental item (if the tear in the fabric cannot be repaired to a usable state, or if the stain cannot be removed to a usable state), we will charge you the compensation amount specified in Table 2 in addition to the rental fee. Damaged or soiled items will become the property of our company and will not be returned to you.

If there are insufficient items to return

If any items are missing from the returned product, we will contact you and ask you to search for the missing items as soon as possible and return them to us. In this case, you will be responsible for the shipping costs. If the missing items cannot be found, the product will be treated as lost.

Lost

If any item included in the set is lost, we will charge you the compensation amount specified in Table 2 separately from the rental fee. Even if the lost item is found after compensation, the payment will not be refunded.

Mixing in items other than our products

If the returned product contains any items that are not from our company, we will store them for one month. If the customer requests it, we will send them back to the customer with postage paid by the customer. If the one-month storage period has passed or if the customer notifies us that they do not need to return the items, we will dispose of them.

Packaging defects

If the kimono bag or its contents are damaged due to insufficient packaging, we will charge you for the repair costs.

Return shipping fee

Please refer to the separate regulations. If the item is returned by cash on delivery (paid by our company) using a carrier other than the one designated by our company, we will charge you the cash on delivery fee and a handling fee of 540 yen (tax included).

Terms and conditions regarding extensions and late payments

Rental extension

Extensions are possible by contacting us prior to the return date and paying the extension fee. Please note that we may decline your request for an extension if the item has been reserved by another customer. Please note that if you do not contact us, the item will be considered overdue.

Arrears

If you return the item late without contacting us, a late fee will be charged for each item. After the return date, the number of days it takes for Sagawa Express to deliver the item from your shipping location to our company (Kyoto) beyond the number of days it takes will be considered late. This does not include days delayed due to transportation disruptions such as heavy snow or typhoons. If the scheduled delivery date falls on a holiday, the fee will be calculated from the next business day.

If the item is not returned within seven days of the due date, or if we are unable to contact you, we will consider it lost and will charge you a seven-day late fee plus the compensation amount specified in Table 2, in addition to the rental fee.

Regarding repair costs, compensation costs, and late fees

Repair costs, compensation costs, and late fees will be billed to the customer who placed the order. Even if the customer who placed the order is different from the customer who actually wore the kimono, all costs will be billed to the customer who placed the order. If paying by credit card, an additional charge will be made to your credit card. If paying by bank transfer, Japan Post transfer, or cash on delivery, please transfer the payment to our account.

Revised on January 18, 2016

Revised on January 20, 2015

Revised on February 7, 2017