RETURN AND REFUND POLICY

At Milena Shinozaki Store, we are committed to offering quality products and preparing every order with care.

This Return and Refund Policy sets out the conditions applicable to purchases made through our online store.

We recommend that customers read this policy carefully before completing a purchase.

1. RETURNS FOR PERSONAL PREFERENCE

As a general rule, we do not accept returns or exchanges based on personal preference, including, but not limited to:

• Disliking the fragrance or scent of a product;
• Finding a perfume sweeter, less sweet, stronger, or lighter than expected;
• Feeling that the fragrance or its longevity did not meet personal expectations;
• Disliking the color, texture, or feel of a cosmetic product;
• Accidentally purchasing the wrong product or variant;
• Changing your mind after completing the purchase;
• Finding the same product at a different price after purchase.

Product descriptions, photographs, fragrance notes, and other information provided on our store are intended to assist customers in choosing products. However, certain characteristics — particularly fragrance, longevity, projection, color, and texture — may be perceived differently by each individual.

Nothing in this policy limits any consumer rights that are mandatorily provided under applicable Japanese law.

2. PERFUMES, COSMETICS, AND OPENED PRODUCTS

For hygiene, safety, and quality-control reasons, products that have been opened, used, tested, or had their seal or protective packaging removed cannot be returned or exchanged due to personal preference.

This includes perfumes, makeup, skincare products, haircare products, creams, body care products, and other cosmetics.

Opening a product does not prevent a customer from making a claim in cases involving a possible defect, damage, incorrect product, or another issue for which the store may be responsible.

3. DEFECTIVE OR DAMAGED PRODUCTS

If you receive a product that is damaged, appears defective, or arrives in an unexpected condition due to transportation, please contact us within 7 days of receiving your order.

To assess the issue, we may request:

• Photographs of the product;
• Photographs of the external and internal packaging;
• A photograph of the shipping label;
• A video showing the issue, when necessary;
• Your order number or proof of purchase.

We recommend that you do not discard the packaging, box, seals, or product until our assessment has been completed.

Once the issue has been confirmed, depending on the circumstances, we may provide a replacement, reshipment, or refund, without prejudice to any rights provided under applicable law.

4. INCORRECT OR MISSING ITEMS

If you receive a product different from the one listed in your order, or if an item is missing, please contact us within 7 days of receiving your order.

Once the error has been confirmed, where Milena Shinozaki Store is responsible, we will provide an appropriate solution at no additional cost to the customer.

5. PERFUMES — FRAGRANCE, LONGEVITY, AND PROJECTION

The perception of fragrance is subjective and may vary depending on factors such as skin chemistry, temperature, climate, environment, application method, and individual sensitivity to scent.

For this reason, situations such as:

“I don't like the scent,”
“I find it too sweet,”
“I don't find it sweet enough,”
“I expected it to be stronger,”
“It smells different from what I imagined,” or
“It doesn't last as long as I expected on my skin”

do not, by themselves, constitute a product defect.

Information regarding fragrance notes, intensity, projection, longevity, and other fragrance characteristics is provided for guidance only and does not guarantee an identical experience for every individual.

If you believe that the product may have an actual defect, please contact us so that we can assess the issue.

6. PACKAGING DIFFERENCES

Manufacturers may occasionally change packaging, labels, boxes, colors, designs, or minor presentation details without prior notice.

If the product received is authentic and corresponds to the item purchased, minor packaging changes made by the manufacturer will not, by themselves, be considered a defect or an incorrect product.

7. ORDER CANCELLATION

If you wish to cancel an order, please contact us as soon as possible.

If the order has not yet been processed or shipped, we will check whether cancellation is still possible.

Once an order has been prepared, dispatched, or handed over to the carrier, cancellation may no longer be possible.

Orders that have already been shipped will be subject to the terms of this Return and Refund Policy and applicable law.

8. HOW TO REQUEST A RETURN, EXCHANGE, OR REVIEW

Before sending any product back to us, please contact our customer service team.

Email: suporte@milenashinozaki.com
Phone: 080-7852-2255

Please provide:

• The name used for the order;
• Order number;
• Product related to the request;
• Description of the issue;
• Photos or videos, where applicable.

Do not send any products back without prior authorization and instructions from our team.

Unauthorized returns may make it difficult or impossible to properly process your request.

9. RETURN SHIPPING COSTS

When a return or exchange is required due to a defective, damaged, or incorrect product, or an error confirmed to have been caused by Milena Shinozaki Store, the necessary return shipping costs will be covered by the store.

Where a return is accepted for a reason not attributable to the store, any applicable shipping costs may be the customer's responsibility, as communicated in advance and to the extent permitted by applicable law.

10. REFUNDS

When a refund is approved, it will be processed after we have reviewed the request and, where applicable, the returned product.

Whenever possible, refunds will be issued using the same payment method used for the original purchase.

The time required for the refunded amount to appear in the customer's account or statement may vary depending on the bank, credit card issuer, or payment processor.

Third-party fees that are non-refundable may be handled according to the circumstances of the transaction and applicable law.

11. CASH ON DELIVERY (COD / 代金引換)

Orders placed using Cash on Delivery (COD / 代金引換) are also subject to this Policy.

Refusing delivery without a reason related to an error by the store, damage, or another legally applicable circumstance will not automatically be considered a free cancellation.

Costs resulting from the return of the order to the store, reshipment, or other expenses caused by absence, an incorrect address, or unjustified refusal of delivery may be charged to the customer to the extent permitted by applicable law.

12. INCORRECT ADDRESS OR FAILURE TO RECEIVE AN ORDER

Customers are responsible for providing complete and accurate delivery information.

If an order is returned due to an incorrect or incomplete address, prolonged absence, failure to collect the package within the period established by the carrier, or a similar situation attributable to the recipient, payment of a new shipping fee may be required before the order can be resent.

Please also refer to our Shipping Policy.

13. CONSUMER RIGHTS

This Policy shall be interpreted in accordance with the applicable laws of Japan.

Nothing in this Policy is intended to exclude, restrict, or replace any consumer rights that cannot legally be excluded or limited.

14. CONTACT INFORMATION

For questions, requests, or issues related to a purchase:

Milena Shinozaki Store
Operated by 株式会社G-STYLE

Email: suporte@milenashinozaki.com
Customer Service Phone: 080-7852-2255

Business Address:
〒454-0852
5-14-2 Showabashitori, Nakagawa-ku
Nagoya, Aichi
Japan

Customer Service Hours:
Wednesday to Sunday, 10:30 AM – 6:30 PM

Last updated: September 12, 2026