Refund Policy

Regarding returns and exchanges of products

If the product is used or there is no defect in the product, we cannot accept returns after the product has been shipped.
If you have any returns, exchanges, or refunds due to defective products or damage during delivery, please contact us within one week of receiving the product.If you would like to do so, please contact the retailer of the eligible products directly.

If the interaction with the dealer does not resolve the issue, please contact GLMall official: help@gothlolimarket.com

Please contact us.

How to return

When sending items to be returned, please use the original packaging materials and repack them as carefully as possible. For detailed information on return methods, please contact the respective retailer.

In addition, in order to clarify liability for any damage caused by the delivery company's negligence, or other possible damages during delivery, we recommend that you take a photograph of the condition of the product and packaging and store it when returning the product.

Refund method and duration

Once the returned item arrives at the retailer, we will check the condition of the item and proceed with the refund procedure.
Refunds will be made according to your payment method, but if you pay by credit card, it may take some time to process your refund.
After the refund process is completed, we will contact you by email.
Normally, refunds will be processed within 5 to 10 business days, but depending on your payment method, there may be a period based on the terms and conditions of the payment provider. Thank you for your understanding.

Non-returnable items

The following products cannot be returned.

・Products that have been received more than 8 days ago
・Products that have been damaged or damaged by the customer
・Product tags and labels may be removed, or lost items
・Products that are clearly marked as non-returnable, such as underwear, swimsuits, and items on sale
・Products that remain with obvious signs of use, foundation, sweat stains and odors that cannot be seen when trying on

Exchange procedure

If the product is initially defective, we will exchange it for the same product only if it is in stock.
If the item is out of stock, we will refund you or exchange it for another item.
*If you exchange it with another product, if there is a difference in the price, we will refund or charge the difference.

Return and exchange shipping fees

In the event of a return or exchange due to customer's convenience, the return shipping fee will be borne by the buyer (or the biller).
In the event of a return or exchange due to initial defects or incorrect delivery, the retailer (seller/brand) will cover the return shipping fee.

Regarding checking delivery status

To see the delivery status of the product, you can check the inquiry number listed in the order status email we send at the time of shipment on the tracking number search site of the designated shipping company.

About the absence slip

If you are not at home when the product is delivered, the shipping company will post a "delivery slip." Please contact the contact information listed on your absentee slip to make a convenient delivery date and time. The delivery company's delivery product storage period is one week from the initial delivery date. After a week, the item will be returned to the retailer. Please note that if the item is not available or the item is unknown and the item is returned due to the item being absent or the item is unknown, we may charge you for round-trip shipping costs.

Please note that we do not accept delivery. If you would like to have the item delivered to you, please sign a direct contract between the respective delivery company and the delivery address. Furthermore, our company and our dealer (seller, brand) are not responsible for any loss, theft, or damage to products when using delivery services that are not specified by our company or our dealer (seller, brand), such as delivery services.

Regarding delivery suspension

If you are unable to contact the delivery company regarding re-arrangement of the package despite the absence slipping, or if delivery is not possible due to incomplete address, delivery of the delivered product will be suspended and the product will be automatically returned to the retailer. In this case, we may charge you for round-trip shipping costs, so please be careful when entering the delivery address when shopping.

About packaging

Please be careful when unpacking, as there is a possibility that you may cut your finger with cardboard boxes, bundled delivery notes, tags included with the product, or safety pins. In addition, we cannot be held responsible for any injuries caused by unpacking or packaging materials or items included.

Customer Support

If you have any questions, please feel free to contact customer support.

Customer Support
Reception hours: 10:00-17:00 Japan time (business days excluding Saturdays, Sundays, holidays, New Year's holidays, long holidays and other holidays as determined by our company)
Contact us Email Address: help@gothlolimarket.com