FAQs
Our FAQ page provides quick answers to common questions about shipping, returns, payments, product details, and more.
We hope this helps you find what you need easily.
If your question isn’t covered, please feel free to contact us anytime.
Payment
What payment methods do you accept?
We currently accept payments via PayPal.
Do you support international payments?
We accept international payments, and currently payments are available in USD only.
Why does my card statement not show “LEIRE”?
Your payment may appear on your card statement under the name of our payment processor or SNL Company (our legal company name) instead of “LEIRE.” We kindly ask for your understanding.
What name should I enter when checking my payment details?
Please check the name displayed on your card statement and enter that name in the “Payment Processor” field when required.
Can the payment name differ depending on my country or card issuer?
Yes. Due to the nature of international payments, the displayed merchant name may vary depending on your card issuer, payment network, or country.
Can the payment name differ depending on my country or card issuer?
Yes. Due to the nature of international payments, the displayed merchant name may vary depending on your card issuer, payment network, or country.
Shipping
Which countries do you ship to?
USA, Japan
How is the shipping cost calculated?
We offer free shipping on all orders.
How long does shipping take?
Delivery typically takes around 10 days; however, delivery times may vary and may take longer depending on customs clearance and logistics volume.
Who is responsible for customs duties and taxes?
All customs duties and taxes are covered by the seller and are included in the product price.
What happens if I am not available at the time of delivery?
If delivery cannot be completed due to absence, a delivery notice will be left. Please follow the instructions on the notice to request re-delivery.
What if I do not collect my package within the storage period?
If the item is not collected within the carrier’s holding period, it may be returned to us according to the carrier’s policy.
In such cases, round-trip shipping costs and related fees will be charged.
What if I entered incorrect recipient information?
If delivery fails due to incorrect recipient details (name, address, etc.), the item may be returned to us.
Additional shipping costs and handling fees will apply for re-delivery. Please ensure all information is accurate before ordering.
What happens if my order is delayed due to out-of-stock or backorder items?
If delivery is delayed due to stock shortages or backorder status, we will notify you via email.
If no response is received within a specified period, the order may be automatically canceled.
Can I change my shipping address after placing an order?
No. Shipping address changes are not permitted after the order has been completed. Please double-check your address before submitting your order.
Returns & Refunds
Before Ordering
Can I cancel, return, or exchange my order?
Due to international payment processing fees, cancellations, returns, and exchanges are not accepted unless the item is defective or incorrectly shipped.
Examples of non-eligible cases include:
- Customer ordering mistakes
- Incorrect selection of payment or shipping method
- Cancellation requests due to additional or duplicate orders
Please review product details and order information carefully before placing your order.
How do I request a return?
To request a return, please contact us through the Contact Us page.
How long does it take to receive a refund?
Refund processing time: 5–7 business days after return completion.
How long does it take to receive a refund?
Refund processing time: 5–7 business days after return completion.
After Receiving Your Item
What should I check when my item arrives?
Please confirm that the item received matches your order immediately upon delivery.
Can I return an item without contacting customer service first?
No. Returns or exchanges without prior contact will not be accepted, regardless of the reason.
What conditions make returns or exchanges invalid?
Returns or exchanges will not be accepted if:
- Product tags, manuals, packaging, shoe boxes, or accessories are damaged, missing, or discarded
- The item is not safely packaged for return
- Signs of wear beyond simple fitting are detected (e.g., perfume scent, washing odors)
In such cases, the item will be returned to you with shipping charges applied.
What if the item I want to exchange is out of stock?
If an exchange is not possible due to out-of-stock or discontinued items, a refund will be issued instead.
Incorrect or Defective Items
What should I do if I receive a defective or incorrect item?
Please contact our customer service within 3 days of the delivery date (inclusive).
Who covers the shipping cost for defective or incorrect items?
If the issue is due to our error (incorrect shipment or defective product), we will cover all return and exchange shipping costs.
Orders
I didn’t receive my order confirmation email. What should I do?
Please check your spam or junk folder first. If the email is still not found, please reach out to us via the Contact Us page, and we will resend your order confirmation.
Can I change or cancel my order?
Before shipment, changes or cancellations can be requested at any time by contacting us through the Contact Us page.
Can I update my shipping address after placing an order?
Address changes are allowed before shipment. Once the order has been shipped, address changes are no longer possible.
Product Information
How do I choose the right size?
Check the detailed size chart and compare it with your own clothing for the best fit.
What materials are used in your products?
Please refer to the detailed product page for more information.
Will the product color appear differently in person?
The color may appear slightly different depending on monitor settings and lighting.
We do our best to display the true color, but minor variations may occur.
Customer Support
How can I contact customer support?
You can receive customer support by contacting us through the Contact page.
How long does it usually take to receive a response?
We typically respond within 1–2 business days.
No reply yet?
Please reach out via our Contact page.