Return/Exchange Policy

Return Policy

Certain items can’t be returned for refunds including:

•  If it has been more than 10 days since the product arrived.
•  If the product is damaged or soiled due to the customer's negligence
•  If the item is sent directly to us without prior notice.
•  If the item has been used at least once.
• If the item has no tags or accessories.

Please Note

• After receiving the product, Except for initial defects, The returns (change of mind, size, absence, etc) is at your expense for round trip shipping.
  We will refund the amount excluding the round-trip shipping fee from the payment amount.  
• The customer is responsible for return shipping costs.
• If customs duties are charged during the return shipping process, the amount of duties will be deducted from the refunded amount.

Exchange Policy

We will only accept exchanges for non defective items, only if we inspect them as "unused items" by our standards.

We do not accept exchanges. Please return the item(s) and place a new order.

You must return it for a refund within 10 calendar days of the date your parcel was delivered to you.

In addition, products which are sale items, reserved items, fukubukuro, sanitary items (underwear), wrapping kits, wrapping services are not eligible for replacement.

*Due to the nature of your return, we are unable to cover return any shipping costs including export tax.

Please check the following criteria for unused items:

• All returned items (including the box and accessories)  must be in the same condition that you received it.
• All returned items must be unworn, unwashed, undamaged and unaltered and include any original packaging, including all tags the item came with.
• Shoes must be returned in their original box.
• There must be a copy of the invoice.
• There must be no stain, scratches, and smell.
• The package of item must be unopened.

Initial Defect Policies

If you find the damaged or defective, please contact us within 10 days of receiving the items.

Inquiry : https://markandlona.us/pages/contact-us

We would like to inform you that we will reply you within 48 hours.
Please note that depending on the issue, response might take more than 48 hours.

In addition, We will proceed with an exchange if our company and the manufacturer determine that the product is defective based on the initial defect criteria.
If there is no replacement stock, We will refund your order.

We will proceed with an exchange if our company and the manufacturer determine that the product is defective based on the initial defect criteria.

How to return the items

To return an item(s) you will need to post your return, using your preferred international shipping courier, to the address below:

Cube Co., Ltd. / MARK & LONA Customer Support
Akasaka Tameike Building 9th floor,17-7
Akasaka 2-chome, Minato-ku, Tokyo, JAPAN
#107-0052

※Please make sure that your items must have a price tag.

We recommend sending your items back using an insured and trackable shipping method and keeping the tracking number. Unfortunately, MARK & LONA won't be responsible for lost returns or for the cost of your return shipping.

Please be sure to contact us at Customer Support before returning products.

For inquiries, please click here.