RETURNS
RETURN POLICY
Please, refer to our general Terms & Conditions for details.
In case of return you should contact us at returns@verde-esmeralda.com by stating your order number, which items you would like to return and the reasons for your return, if such reasons are relevant for your return claim. We will notify you immediately via our automated response system that we have received your email.
If you could not receive our automatically answer in 24hours after your return request, it means that somehow we have not got your mail or you don't get our reply, so please check your spam folder and try to re-send. We will be able to answer to you between 9:00 and 18:00 h, Japan Standard Time after confirmed your e-mail.
We accept your return only in case the purchased articles of products are to be returned in their original condition, as follows:
- having all the original product authenticity cap of bottle still be not opened;
- having all textile labels still attached;
- products have not been altered in any way and do not show any visible or non-visible signs of use, such as stains, marks, spots, or signs of bottle, tear or damage;
- product must be returned in sealed original package;
- product with unsealed packaging shall not be accepted for return;
If this is not the case, we reserve the right not to accept your return, and to send the product back to your address, while the shipment costs will be on your charge.
We suggest, when checking items, please make sure that you should care perfume that may leave a scent on the item. Also please keep away from cigarette smoke or any other kind of smoke. We recommend you to care the item after checking it, to put it back in its original package, and to close / zip back the envelope, in order to prevent any contact of the product with odors and/or other external factors, and to avoid the risk of impairing its original condition.
Wholesale purchases are not accepted for return. Products purchased by self-employed professionals or business entities, within the scope of their habitual business activity, are not eligible for return.
Purchases for professional purposes or used for professional purposes are not accepted for return. Examples of professional purpose include the restaurant, any kind of cooking video productions or photo shoots (photographic sessions) or any kind of entertainment shows, performances, presentations, exhibitions or cooking shows, cooking schools. In all such cases, please contact VERDE ESMERALDA JAPÓN prior to the purchase.
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RETURNS FROM NON-Japan COUNTRIES
In case of return you have to contact us at returns@verde-esmeralda.com no longer than 3 days after delivery. In response you will receive instructions for returning, which is in your best interest to strictly observe. Once your return request has been approved, you have 3 working days to send the product back and you must provide us with the tracking number of the shipment within this three days period.
DHL shipping only: In order to avoid undue delay and customs formalities, we accept returns from outside the Japan (JP) or the Japan Pacific Area (JPA) only if sent via DHL shipping service worldwide. For using discount prices for returns through DHL, please follow the instructions bellow:
We can arrange for you a DHL Pickup Request using our DHL account number. The shipping price will not be reimbursed by VERDE ESMERALDA JAPÓN and it will be deducted from the amount of your refund. You should ask DHL beforehand about how to pack the parcel for lower shipping price, keeping in mind that if you use a box the price will be calculated according to its volumetric weight. In that respect, we suggest that you use our original boxes, if possible.
Please note, that all customs duties and taxes, if there are any, will be at the buyer's expense.
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RETURNS FROM JAPAN MEMBER STATES
In case of return you have to contact us at returns@verde-esmeralda.com no longer than 7 days after delivery.
We have no requirements towards the method of delivery, as long as it is trackable and safe.
The items returned are your responsibility and risk until they reach our warehouse, so make sure they are packed up properly and cannot get damaged on the way!
Please note that if you are in a hurry you should choose a faster delivery method. We would not be able to refund you before receiving your return and verifying its condition. If you use Japan post service the delivery usually takes 2-3 working days. You should check this before choosing the shipping method.
We expect to receive the tracking number of the shipment within 3 days after receiving the approval of your return request.
…………………………………………………………………………………………………………………………………………………………………………………………..
Refund
Once received, if the items are in their original condition we will refund you by your original payment method within 14 days from arrival. It can take up to 15 business days for the funds to appear back in your account, depending on your bank or your card or payment service provider.
Please note that working days do not include weekends and official holidays.
The shipping costs are at the buyer's expense.
Please, refer to our general Terms & Conditions for details.
In case of return you should contact us at returns@verde-esmeralda.com by stating your order number, which items you would like to return and the reasons for your return, if such reasons are relevant for your return claim. We will notify you immediately via our automated response system that we have received your email.
If you could not receive our automatically answer in 24hours after your return request, it means that somehow we have not got your mail or you don't get our reply, so please check your spam folder and try to re-send. We will be able to answer to you between 9:00 and 18:00 h, Japan Standard Time after confirmed your e-mail.
We accept your return only in case the purchased articles of products are to be returned in their original condition, as follows:
- having all the original product authenticity cap of bottle still be not opened;
- having all textile labels still attached;
- products have not been altered in any way and do not show any visible or non-visible signs of use, such as stains, marks, spots, or signs of bottle, tear or damage;
- product must be returned in sealed original package;
- product with unsealed packaging shall not be accepted for return;
If this is not the case, we reserve the right not to accept your return, and to send the product back to your address, while the shipment costs will be on your charge.
We suggest, when checking items, please make sure that you should care perfume that may leave a scent on the item. Also please keep away from cigarette smoke or any other kind of smoke. We recommend you to care the item after checking it, to put it back in its original package, and to close / zip back the envelope, in order to prevent any contact of the product with odors and/or other external factors, and to avoid the risk of impairing its original condition.
Wholesale purchases are not accepted for return. Products purchased by self-employed professionals or business entities, within the scope of their habitual business activity, are not eligible for return.
Purchases for professional purposes or used for professional purposes are not accepted for return. Examples of professional purpose include the restaurant, any kind of cooking video productions or photo shoots (photographic sessions) or any kind of entertainment shows, performances, presentations, exhibitions or cooking shows, cooking schools. In all such cases, please contact VERDE ESMERALDA JAPÓN prior to the purchase.
…………………………………………………………………………………………………………………………………………………………………………………………..
RETURNS FROM NON-Japan COUNTRIES
In case of return you have to contact us at returns@verde-esmeralda.com no longer than 3 days after delivery. In response you will receive instructions for returning, which is in your best interest to strictly observe. Once your return request has been approved, you have 3 working days to send the product back and you must provide us with the tracking number of the shipment within this three days period.
DHL shipping only: In order to avoid undue delay and customs formalities, we accept returns from outside the Japan (JP) or the Japan Pacific Area (JPA) only if sent via DHL shipping service worldwide. For using discount prices for returns through DHL, please follow the instructions bellow:
We can arrange for you a DHL Pickup Request using our DHL account number. The shipping price will not be reimbursed by VERDE ESMERALDA JAPÓN and it will be deducted from the amount of your refund. You should ask DHL beforehand about how to pack the parcel for lower shipping price, keeping in mind that if you use a box the price will be calculated according to its volumetric weight. In that respect, we suggest that you use our original boxes, if possible.
Please note, that all customs duties and taxes, if there are any, will be at the buyer's expense.
…………………………………………………………………………………………………………………………………………………………………………………………..
RETURNS FROM JAPAN MEMBER STATES
In case of return you have to contact us at returns@verde-esmeralda.com no longer than 7 days after delivery.
We have no requirements towards the method of delivery, as long as it is trackable and safe.
The items returned are your responsibility and risk until they reach our warehouse, so make sure they are packed up properly and cannot get damaged on the way!
Please note that if you are in a hurry you should choose a faster delivery method. We would not be able to refund you before receiving your return and verifying its condition. If you use Japan post service the delivery usually takes 2-3 working days. You should check this before choosing the shipping method.
We expect to receive the tracking number of the shipment within 3 days after receiving the approval of your return request.
…………………………………………………………………………………………………………………………………………………………………………………………..
Refund
Once received, if the items are in their original condition we will refund you by your original payment method within 14 days from arrival. It can take up to 15 business days for the funds to appear back in your account, depending on your bank or your card or payment service provider.
Please note that working days do not include weekends and official holidays.
The shipping costs are at the buyer's expense.