Returns & Exchanges

 

We want you to be completely satisfied with your online purchase. If you are unhappy for any reason, we'll gladly accept the return of unused/unworn items.

IMPORTANT

In order for your return to be valid YOU MUST NOTIFY US OF YOUR INTENT TO RETURN PRIOR TO SHIPPING THE ITEM BACK. Failure to do so will risk the items being lost and your return will not be accepted (parcels from customers that did not notify us will not be accepted and will be returned to you). ANY COSTS INCURRED (INCLUDING CUSTOMS DUTIES AND TAXES) AS A RESULT OF A FAILURE TO FOLLOW THE RETURN INSTRUCTIONS PROVIDED BY US VIA EMAIL OR HEREIN, SHALL BE DEDUCTED FROM THE REFUND OR CREDIT AMOUNT.

Return Policy

  • Returns and exchanges must be initiated within 7 days of receiving your order, and items must be received by Pearly Gates within 10 days from the date of receiving the order, barring any customs-related delays for returns from outside Japan.
  • All returned items must be in their new and original condition: unused, not hemmed, unwashed, unworn, and with tags attached.
  • All accessories and items originally accompanying the product (such as cases, user manuals, spare parts) must also be returned.
  • No returns or exchanges for discounted items are accepted.
  • Returns that do not meet the above requirements will not be accepted.
  • You will be responsible for all costs related to returns/exchanges, including return shipping costs, duties, and taxes.
  • If your final purchase amount is below the free shipping threshold after returning a product, we will deduct the original shipping costs that would have been charged from the refund. However, if you choose to be refunded via store credit, we won't deduct the original shipping costs. We reserve the right not to issue store credit for cancellations of items prior to shipment.
  • There may be a minor discrepancy of up to 2.54 cm (1 inch) between the listed size chart measurements and the final product measurements. This small variance is considered acceptable, and products falling within this 1-inch tolerance are not eligible for free exchange or return.

 

How to Return/Exchange

For exchanges: Please place a new order for your desired item while we process a refund for your returned order. 

  • Initiate a Return/Exchange
    • Within 7 days of receiving your order, please follow below steps to submit return requests:

Order placed when you were logged in: 

  1. Log in to your Account. 
  2. Go to Order History and click on View all.
  3. Under Order History, find the order that you want to return and then click on Return and Refund. Please note Return and Refund button will become unclickable when the return window is closed. 
  4. Select the item(s) that you want to return and choose a return reason. 
  5. Click on Returns & Exchanges Policy, confirm your return request fulfils the return conditions, then click Agree. 
  6. Click on Submit Request. 

Order placed as guest: 

  1. Go to My account, fill in Order number and Order Email, then click Check Status. Under Order Summary, click on Return & Refund.
  2. You will land on Guest Return Request Page. 
  3. Enter the required information.
  4. Click on Returns & Exchanges Policy, confirm your return request fulfils the return conditions, then click Agree. 
  5. Click on Submit Request.

After receiving your return request, we will review the eligibility. Once your return request is accepted, you will be notified via email.

  • Package the Item(s)
    • Pack your item(s) and invoice into a bag or box.
  • Select Shipping Method
    • Use any courier service that offers tracking and signature on delivery to send the parcel back within the specified time to the following address:

    -------------------------
    TSI INC. Chiba Logistics Center
    Prologis-Park Chiba Newtown, 1-2 Izumino, Inzai City, 270-1360
    -------------------------
     
    • On the air waybill please include your invoice number and note "Return shipment to Japan".
    • All costs in relation to costs of returns/exchange shall be borne by you. Please note that the shipping fee quoted on our website for purchases under the free shipping threshold is not a reference for the actual return costs. We can also arrange for return shipping labels and pick up for you if you prefer, and we will deduct the return shipping costs from your refund amount.
  • Send return tracking number

    Prepare a photo or scanned copy of the return invoice/receipt and the tracking number to email.

  • Refund Process
    • If you have an account, login here. 
    • You may choose to receive your refund in the original form of payment or as store credit/coupon.
    • Once we receive the returned item(s), your refund will be initiated within 1-2 business days.
    • Refunds in the original form of payment may take up to 10 business days to show up on your account due to varying processing times between payment providers. If you do not receive your refund after 10 business days, please contact customer service via email or live chat and they will gladly assist you.
    • Refunds as store credit will be reflected on your PEARLY GATES online account immediately after being processed. Store credit refunds must be made to the same account used for the original purchase.