Refund policy

1. Basic Policy

All items in our store are rare, one-of-a-kind HERMÈS pieces sourced from around the world. Due to their unique nature, we do not accept returns or exchanges based on customer preference. Please review all product photos and descriptions carefully before placing your order. If you have any questions, do not hesitate to contact us. By completing your order, you agree to the terms of this policy.

2. Exceptions: Eligible Returns & Refunds

Returns and refunds will only be considered when all of the following conditions are met.

  • The item received is clearly and materially different from what was ordered.
  • The item has significant damage or soiling that was not described in the product listing and renders it unusable.

If your case meets the above criteria, please contact us at info@ginzacelia.com within 24 hours of receiving your item, and include the following photographs.

  • Clear photographs clearly showing the defect or damage.
  • Photographs showing the shipping box, the item itself, and all included accessories together.

Requests received after the 24-hour window have elapsed cannot be accepted under any circumstances. If our investigation confirms that the issue was caused by our fault, we will arrange a return and refund at our expense (return shipping paid by us).

※ Important Notes:

  • Any contact made more than 24 hours after the item's arrival will not be accepted, regardless of the reason.
  • Following a thorough investigation based on the information you provide, a return and refund at our expense (prepaid return label) will be arranged only in cases where our liability is clearly established.

4. Non-Eligible Returns & Exchanges (Disclaimer)

We are unable to accommodate requests in the following cases.

  • Returns based on customer preference, such as "it looks different than I imagined," "the color doesn't match," or "I no longer need it."
  • Minor scuffs, light scratches, or signs of wear inherent to the nature of pre-owned items. (The listed photographs and description serve as the definitive reference for item condition.)
  • Color discrepancies due to monitor settings or lighting conditions.
  • Cases where our store's security tag has been cut, lost, or removed.
  • Cases where any included accessory — such as the box, dust bag, key, or strap — is missing or damaged.
  • Damage or soiling that occurred while in the customer's possession, or the attachment of odors such as tobacco or perfume.
  • Items returned without prior notice or authorization.

5. Authenticity Guarantee

Every item in our store has been rigorously authenticated by our skilled appraisers. In the unlikely event that an item is determined to be inauthentic by an authorized retailer or an official authentication body, we will cancel the sales agreement and issue a full refund, including the item price, shipping costs, and any appraisal fees. An objective, official certificate of determination will be required.

6. Refund Processing

Once a return has been approved and the item's condition has been verified, your refund will be processed within 3 business days.

  • Credit Card Payments: A cancellation will be processed. If the charge has already been settled due to your billing cycle, the refund will be issued through your card provider in a subsequent month.
  • All Other Payment Methods: The refund will be transferred directly to the bank account held in the purchaser's name.

Notice for Customers Using Internationally Issued Cards: The exchange rate applicable at the time of the refund will be applied, which may result in a difference between the original purchase amount and the refunded amount. Please be aware that we are unable to compensate for any discrepancy caused by currency fluctuations.