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:
- Log in to your Account.
- Go to Order History and click on View all.
- 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.
- Select the item(s) that you want to return and choose a return reason.
- Click on Returns & Exchanges Policy, confirm your return request fulfils the return conditions, then click Agree.
- Click on Submit Request.
Order placed as guest:
- Go to My account, fill in Order number and Order Email, then click Check Status. Under Order Summary, click on Return & Refund.
- You will land on Guest Return Request Page.
- Enter the required information.
- Click on Returns & Exchanges Policy, confirm your return request fulfils the return conditions, then click Agree.
- 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.