Frequently Asked Questions
About the Online Shop
How much is shipping?
Nationwide flat rate of 880 yen in Japan.
Free shipping on purchases of 15,000 yen (tax included) or more.
What payment methods do you accept?
You can choose to pay by credit card or bank transfer (advance payment).
How long does it take for my order to arrive?
If the item is in stock, we will ship your order within one week of confirming payment. For reserved items and custom orders, we will ship by the respective promised deadlines.
Can I return or exchange this?
Please refer to here for return and exchange policies.
→https://swaan.jp/policies/terms-of-service
Can I place an order by phone?
Please contact us between 10 AM and 4 PM on business days.
*Business days: Monday - Friday (excluding national holidays)
I have not received a confirmation email after placing my order.
If you do not receive an automatic reply email after 2-3 business days, the following situations are likely:
1. The email address is incorrect.
2. You have set up your smartphone or mobile phone to reject emails (you have not set washington-shoe.co.jp as an allowed domain).
3. For free email services such as Yahoo, Hotmail, and AOL, the email may be sorted into the spam folder, and for Gmail, it may be in the promotions folder. Please note that for Yahoo Mail, in rare cases, the email may not even reach the spam folder. We believe this is due to Yahoo Mail's spam prevention features, and therefore, we are unable to take any further action.
In any of the above cases, please contact us through the "Contact Us" page.
The color of the actual item looks different from the image.
Please note that colors and brightness may appear different depending on your device's monitor type and settings. Additionally, as natural leather is used, there may be slight variations in color. We appreciate your understanding.
Where can I get items purchased from the online shop repaired?
Please contact us for our repair service. →https://swaan.jp/pages/repair
Can I return or exchange items purchased online at a physical store?
Returns and exchanges for unworn items are accepted at the Higashiura showroom within two weeks of purchase.
I'm not sure about the size, so can I order two sizes and return one pair?
Please use our two-pair comparison service. →https://swaan.jp/pages/hakikurabe
Can I get a receipt?
Please write your request in the message box when ordering.
If the message box is not displayed, please contact us through " Contact " after placing your order.
Can I get gift wrapping?
Yes, I will accept your request. Please write your request in the comments section when placing your order.
If the comments section is not displayed, please contact us via "Contact" after placing your order.
If I order custom-made shoes (pre-order items) and regular sale items together, will they be shipped separately?
If you order made-to-order shoes (pre-order items) and regular sale items together, they will be shipped together with the made-to-order shoes (pre-order items).
If you would like to receive regular sale items sooner, please contact us via "Contact" or by phone (0562-57-0210).
Regarding the product
Can I exchange shoe sizes?
If you wish to return an item, please contact us via the "Inquiries" section, email, or phone within 7 days of receiving the product. (Please note that the return shipping cost will be borne by the customer.)
If you place an order for a new product, we will refund the full amount of the original purchase.
Can I exchange a defective product?
We strive for the highest quality in our products, but in the unlikely event that you receive a defective or faulty item, please contact us promptly via "Inquiries," email, or phone within 7 days of receiving the product so we can address the issue immediately. (If it's a regular holiday, we will contact you on the next business day.)
Can I return an item?
Please return the product within 7 days of arrival by contacting us via "Inquiries" or by email/phone. (Customer is responsible for shipping costs).
If we covered the shipping cost at the time of shipment, please note that the refund amount will be reduced by 880 yen, which is the equivalent shipping cost.
--- Products that cannot be returned or exchanged ---
1. Products that have been more than 8 days since arrival.
2. Products deemed to have been worn outdoors (trying on is only permitted indoors).
3. Products with tags, price tags, labels, etc., cut off or damaged.
4. Products with damaged or missing packaging.
5. Products that have been scratched or soiled by the customer.
6. Custom-made products, some pre-order products, etc.
7. Products purchased from sites other than this one.
I'm not sure about the size.
Please use our two-shoe comparison service. →https://swaan.jp/pages/hakikurabe
The string comes untied.
Here's how to tie a simple, secure knot. →https://swaan.jp/blogs/column/shoelace
Showrooms / Stores
Please tell me your store's business hours and phone number.
Please refer to the "Store List".
Can I return or exchange items I've purchased?
We accept returns at the Higashiura showroom only within two weeks of purchase. However, we cannot accept items purchased at other stores.
Can I return the product?
Returns and exchanges are limited to unused items that have not been damaged or soiled by the customer.
Please note that depending on the store, product, and purchase date, we may not be able to accept your request. Please contact the store where you made the purchase directly.
Is there somewhere I can actually buy it?
Please refer to the "Store List."
Are there any places where I can try them on?
Please refer to our "Store List."
Are there any pop-up events?
Instagram for details.
Is the showroom by appointment only?
Reservations are required to visit our showroom.
About the Service
I've moved, so I'd like to change the shipping address for my DMs.
Please contact us via "Contact Us" or at the following:
TOSTO Corporation 0562-57-0208 (Weekdays 10:00-16:00)
Can I order custom shoes?
There is a Custom Color Order option, where you can custom order lace-up shoes.
Can it be repaired?
Please refer to "Repair Services."
Repairs and Maintenance
I'd like to have the shoes I bought repaired.
Please contact us for our repair services. →https://swaan.jp/pages/repair
How much do repairs cost and how long do they take?
This varies greatly depending on the repair location and condition.
Please refer to this for more information. →https://swaan.jp/pages/repair
The sole is worn out. Can it be repaired?
Please contact us about our repair service.→https://swaan.jp/pages/repair
Do I have to pay for shipping when sending an item in for repair?
Customers are responsible for shipping costs when sending products to us.
We will bear the shipping costs when returning products to customers after repair.
How long will the repairs take?
It takes about one to two months.
Are there any items that cannot be repaired?
- Discontinued products have a reception deadline, and we may not be able to accept re-covering/repair (replacement).
- Repairs may be made using alternative materials.
- Re-covering and replacement costs are subject to change without prior notice. Thank you for your understanding.
- Depending on the extent and location of the damage, we may not be able to accept repairs. In such cases, please understand that we cannot refund shipping costs incurred during delivery.
- Some stains, dirt, and scratches may not be repairable.