If you are having trouble placing an order or if you have any issues with an order that you have received, please contact our Online Customer Service Department at
The Classic Cloth Studio & Manufacturing Company`s Online Customer Service office hours are:
Monday – Friday 10:00am to 6:00pm (Japan Standard Time)
Sometimes due to high volumes of various inquiries, it may take our Online Customer Service Representatives up to 48 hours to respond to your E-mails. Sending out multiple E-mails will only further delay a concise response to your inquiry as well as those of other customers. Please E-mail the Online Customer Service Department only once per inquiry and one of our representatives will respond to you as quickly as possible. please note that during non-office hours all online inquiries will be handled during our next operating business day, and also make note that only E-mails regarding purchases that you have made directly through The Classic Cloth Studio & Manufacturing Company`s website will be handled by our Online Customer Service Department.
RETURNS AND EXCHANGES:
Please note that we do not accept returns for “CLOTH™” goods that were not directly purchased from our website
Our constant aim is for you and all of our customers to be completely satisfied with your purchase(s) from The Classic Cloth Studio & Manufacturing Company. If, for any reason, you are not, please notify our Online Customer Service Department via E-mail at within 10 days of receiving item(s).
Although we do not issue refunds on any item(s) purchased through , it is possible that you may exchange your item(s) for Online credit, an alternate colorway, a different size, or a different style if you are not completely satisfied with your purchase.
All Item(s) purchased from that you wish to return must be returned at the customer's expense and in their original condition (undamaged, unused, and unwashed with all of the original tags still attached and the original packaging well intact).
Below is a short summary of the items that are considered Returnable/Exchangeable as well as the items that are considered Non-Returnable/Non-Exchangeable.
What Items are returnable/exchangeable?
Items you have notified us about within 10 days of receiving your order.
Items that have been undamaged, unused, and unwashed.
Items with all of their original tags still attached.
Items with their original packaging still intact
What items are non-returnable/non-exchangeable?
Items that you have not notified us about after receiving them within 10 days.
Items that have been washed.
Items that have been damaged, worn, or used (bearing rips, stains, or heavy wrinkles).
Items without their original tags still attached and/or without the original packaging still intact.
Items that you have purchased that were “On Sale” (All items that fall into this category are Final Sale).
When shipping your item(s) back to our studio, please include a copy of your original invoice as well a memo explaining the issue(s) you`re having with the item(s) that you wish to return. Doing this will better help our shipping department process your return request as well as ensure that The Classic Cloth Studio & Manufacturing Company can provide better services for you and other customers in the future.
Please note the following in regards to shipping returns/exchanges:
All returns are dependent on the condition of the product(s) upon inspection.
Please allow 7-10 business days from when your return item(s) are received at our studio for our shipping department to process your return.
Keep in mind that customers are responsible for covering shipping fees when a return for exchange or for credit is requested and that all shipping fees are non-refundable.
Especially in regards to international customers, all applicable customs and import duties, fees, and taxes are the responsibility of the customer. The Classic Cloth Studio & Manufacturing Company ships all of our item(s) DDU (duties and taxes unpaid)
All returns must be shipped via traceable mail in a safe and secure package. The Classic Cloth Studio & Manufacturing Company is not liable for any packages that are lost in transit (please have a tracking number for your reference).
If it has been over 30 business days and you have not received any updates on an order that you have placed or on a return request, please contact our Online Customer Service Department via E-mail at
FREQUENTLY ASKED QUESTIONS AND MISCELLANEOUS INFORMATION:
IS IT POSSIBLE FOR ME TO CANCEL OR MODIFY AN ORDER?
If you would like to cancel or modify an order please contact our Customer Service Department within 24 hours of placing your order via E-mail at S
Please note that processed orders on item(s) that we have already shipped cannot be canceled or modified.
I BELIEVE I`M MISSING AN ITEM OR HAVE RECEIVED THE WRONG ORDER, WHAT SHOULD I DO?
In some cases, we may need to ship items separately. Please be sure to check the status of your order to determine whether your item(s) will be arriving in separate shipments. Contact our Customer Service Department via E-mail immediately if you haven`t received all of the items shipped in your order. An Online Customer Service Representative can be reached via E-mail at
WHAT METHODS CAN I USE TO PAY FOR MY ORDER?
The Classic Cloth Studio & Manufacturing Company currently accepts all major credit cards for products offered through (including, but not limited to; Citibank, Discover, Mastercard, and VISA), as well as payments sent via PayPal. Unfortunately, we do not accept direct bank transfers, money orders, or personal checks (so, please don`t mail them). Also, note that your payment transaction must be completely cleared before we are able to ship your order.
ARE THERE ANY APPLICABLE EXCHANGE RATES?
Depending on what currency you use, quite possibly, yes. As our studio and offices are currently located in Japan, all of our transactions are handled in Japanese Yen (JPY). The final price of the item(s) you order will be calculated in accordance with the applicable exchange rate after your card issuer has processed the transaction.
I WOULD LIKE TO EXCHANGE AN ITEM THAT I ORDERED, HOW CAN I MAKE THIS HAPPEN?
For all returns and exchanges please refer to our CUSTOMER SERVICE and RETURNS AND EXCHANGES guidelines above. If the item(s) that you wish to exchange fall beneath the criteria listed please contact our Customer Service Department via E-mail at
“BATCH X BATCH”?: WHY "LIMITED APPAREL” (CLOTH™ PRODUCTS ARE OFTEN SOLD OUT, WHY NOT SIMPLY JUST MAKE MORE?):
Although we`d like nothing more than to supply you all with the pieces you`ve genuinely come to love and support, as it currently stands The Classic Cloth Studio & Manufacturing Company is a small, self-owned, and self-operated imprint (and we`d really like to keep things that way).
That being stated, at this time we simply have no interest in "selling out", “expanding”, or mass producing items on a larger scale.
Rest assured, every day, we strive harder to get CLOTH™ pieces into the hands of those that truly appreciate our products and vision, but we also strongly believe in the quality of manufacturing small batches and the personal pride we take in remaining a small and independent operation.
Thank you in advance for consideration as well as for your constant support of CLOTH™.
I BELIEVE THIS PARTICULAR CLOTH™ PRODUCT (THAT I GOT AHOLD OF ONLINE OR ELSEWHERE) ISN`T AUTHENTIC?…
Unfortunately, chances are if you didn`t receive your item(s) directly through or through one of our trusted stockist, it probably isn`t authentic. We take pride in our “BATCH X BATCH” (batch by batch) promise and we do our best to keep track of every item that`s shipped out of our studio. Please contact our Online Customer Service Department via E-mail at if you wish to confirm the authenticity of an item that you have received and a Representative will respond to you shortly.
WHO SHOULD I SPEAK WITH ABOUT DISTRIBUTION?
For all inquiries concerning Distribution, please contact our Account Manager via E-mail at
WHO SHOULD I SPEAK WITH ABOUT DESIGN INQUIRIES OR COLLABORATING WITH YOU?
For all inquiries concerning Design Projects and Collaborations, please contact our Studio Manager via E-mail at
I HAVE A FEW MORE QUESTIONS…
For all other inquiries or questions not covered above, please contact our studio via E-mail at and one of our Representatives will respond to you shortly.
Thank you in advance for your patience and consideration.