[Tax Free] Information regarding failure to hand over the item
Thank you for using our service.
If we miss handover any of your purchased items, we will contact you using the emergency contact information you entered during the tax-free procedure.
If you notice this yourself, we apologize for the inconvenience, but please contact [Customer Support (URL: https://form.donpen.com/?fid=11)] as soon as possible.
If we miss handover any of your purchased items, we will contact you using the emergency contact information you entered during the tax-free procedure.
If you notice this yourself, we apologize for the inconvenience, but please contact [Customer Support (URL: https://form.donpen.com/?fid=11)] as soon as possible.
Information regarding failure to hand over the item
Any items that have not been handed over will be stored in-store for 14 days from the date of purchase.
If we are unable to contact you after 14 days, we apologize for the inconvenience, but we will process the item and refund your purchase amount once we are able to contact you.
For perishable items, we may only be able to refund you even if it is within 14 days of purchase. Thank you for your understanding.
If we are unable to contact you after 14 days, we apologize for the inconvenience, but we will process the item and refund your purchase amount once we are able to contact you.
For perishable items, we may only be able to refund you even if it is within 14 days of purchase. Thank you for your understanding.
How to process a refund once we have contacted you
- If you paid by credit card or overseas pay, the refund will be made to the card you used.
- If you paid in cash, the procedure will differ before and after you leave the country.
| Before departure | |||
|---|---|---|---|
| Refunds at the store where you purchased the product | If you contact us using the inquiry form or other means and bring your receipt, we will refund you in cash. | ||
| Refunds via international wire transfer | We will process your refund via international wire transfer¹ to your bank account. | ||
| After leaving the country | |||
|---|---|---|---|
| Refunds via international wire transfer | We will process your refund via international wire transfer¹ to your bank account. | ||
*¹ Please contact us using the inquiry form for your language. Our customer support will contact you with further details.