~~~The process by which our products reach our customers~~~

[1. When we receive your order, we will process it with the supplier]

[2. The order is shipped from the supplier to the logistics center]

⬇︎About 3 to 4 days

[3. The goods will be shipped from the logistics center to Japan through customs.]

⬇︎About 1 week

[4. The product will arrive at your doorstep]

*The above process may take longer than expected depending on the congestion at customs, the number of items available, and external factors such as the current coronavirus. We sincerely apologize for any inconvenience this may cause.

(Normally, if there are no problems, your order will be delivered within 10 days of ordering.)



Time from order to delivery


Approximately 10 days to 3 weeks from the date of order

(The order date is the date your payment is confirmed, not the date you place the order.)


*Both are based on business days. We do not accept orders or ship items on Saturdays and Sundays.

Please note that due to system issues, you will receive a shipping completion email from BASE, but the shipping arrangements have not actually been completed.


Shipping is free for orders over 10,000 yen.

In addition, there are no additional charges in Hokkaido, Okinawa, and some other remote islands.

Please note that you cannot choose the shipping company.


② If you don't receive an order completion email

There may be an error in the email address you registered when placing your order, or the email may have ended up in your spam folder. Please check again.



③About order cancellation

◇ Before ordering

・Credit card payment has been made and carrier payment has been completed → Cancellation is possible

・Convenience store payment, bank transfer → Cancellation not possible


◇After placing an order

Items that are being ordered cannot be cancelled.



④ Regarding long-term absence and incomplete address


If you are not at home, Sagawa Express will notify you by sending an absence notice. Please use the absence notice to request redelivery yourself.


Please note that if more than 7 days have passed since the shipping date, the item will be automatically returned to our overseas warehouse and the order will be cancelled.


*If the shipping address is incorrect, the package will be returned as the address is unknown.


・We have noticed that many customers forget to fill in their address, so please check it when purchasing.


*We cannot accept reshipment.


If cancellations due to customer reasons (long-term absence, incorrect address, etc.) continue, we will take measures to restrict payment methods. Please receive your ordered items within the period.



1) Our store has a high inventory liquidity, so there may be cases where the product is out of stock or the shipment is defective after ordering. In the unlikely event that the product is out of stock or the shipment is defective, we will contact you by email.


2) The color of the product may differ from the image due to the lighting conditions and indoors. Also, please understand that the color may differ depending on the characteristics of each monitor.


3) We do not accept color or size changes for orders that have been completed.


- We do not accept returns or exchanges for reasons of customer preference such as size changes, different colors, different images, or actual measurements.


-As this is an overseas product, the size may vary.


-Since this is an overseas product, the fabric material may differ from the photo.


・Because this is an overseas product, the sewing may be rough. There may be fraying, loose threads, no washing tags, wrinkles, and loose beads and buttons. Please understand this before purchasing.


・Because these are overseas products, some bottoms such as jeans and denim may not have buttonholes. In that case, please note that you will need to make holes yourself.


- Products that have been smelled or stained, tried on, or washed cannot be exchanged or returned.

・Items cannot be exchanged or returned if more than 3 days have passed since arrival.


* If you receive a defective product or a product that is different from the one you ordered

If the delivered product is found to be defective or is different from the product you ordered, we will accept a return or exchange for the same product, depending on the circumstances.


(Please note that we cannot accept returns for defective products unless you contact us within 3 days of receiving the product.)


If the item you wish to exchange is out of stock, we will proceed with the refund process.



▶If you wish to exchange or return an item, please contact us specifying which option you would like and attach a photo of the defective part.


Please note that we cannot accept returns or exchanges in the following cases.

・Returns and exchanges due to customer convenience (color, size, etc.)

・Items without tags

・Items that have been delivered more than 3 days ago

- Products that have been used, altered, washed or dry cleaned

・Products that have acquired odors, stains, or scratches while in the customer's possession


4) Once an order has been completed, we will not accept any changes, additions, or cancellations to products.


5) Your personal information will not be used for any purpose other than shipping. Please feel free to use our services.




Please understand the above before making your purchase.


We will do our best to get LA POMME products to you as quickly as possible.


If you have any other questions, please feel free to contact us at any time.

LA POMME Customer Support

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