The LILING LIAO official shop handles both made-to-order and in-stock items. Payment is finalized at the time your order is placed.

Once your purchase is complete, an order confirmation email will be sent. If you do not receive this email, please check if it has been sorted into your spam folder, if you have set your email provider to reject carrier emails, or if the email address registered was incorrect.

Points are awarded when you register as a member and place an order while logged in.

By logging in, you can view your account information, points balance, and order history. Please note that order history cannot be viewed for guest purchases.

If you need to change your account information or shipping address, please contact us via the CONTACT page or at info@lilingliao.com.

1. Please log in by clicking the person icon at the top right of the screen. (You can also log in here)
2. After logging in, add the items you wish to purchase to your cart.
3. Once items have been added, click the cart icon at the top right of the screen or "View Cart" at the top of the screen.
4. Once you are in the cart, you can view your point balance. Enter the number of points you wish to use in the "Points to use" field and click the "Use Points" button.
5. Proceed with the checkout process, and your order will be completed with the points applied.

Items added to your cart are not reserved. Payment is completed and inventory is secured only when you click "Complete Order" on the checkout page.

Even for made-to-order items, there is a limit to the quantity available for sale. Please note that even during the sales period, orders will close once the limit is reached.

For made-to-order items, cancellations are only possible during the pre-order period. Please note that after the pre-order period ends, cancellations cannot be accepted for any reason.

Size and color exchanges are possible during the pre-order period; please contact us via the CONTACT page or at info@lilingliao.com.

• If a package is returned to us by the shipping company, we will notify you of the return.
• If you request reshipment within 7 days of the product being returned to us, we will process the reshipment.
• Shipping costs for reshipment will be at the customer's expense.
• If we do not hear from you within 7 days of the return, the order will be cancelled.
• If the order is cancelled, we will refund the product price. Please note that the initial shipping costs will not be refunded.
• If multiple returns occur due to long-term absence or refusal of delivery, we may refuse future orders or restrict your ordering methods.

Please ensure you check for any product defects within 5 days of receipt.

Please note that we do not accept returns or exchanges for customer convenience, such as differences in color/image or if the item does not fit. Please consider this carefully before purchasing.

We take great care in product quality; however, due to the nature of the materials, minor stains, folding wrinkles, loose threads, neps, or the smell of dyes may occur. Please understand that these are not eligible for return or exchange if they do not interfere with use.

If the delivered product is defective

In the unlikely event of a defect, please contact us via the CONTACT page or at info@lilingliao.com with a photo of the defect attached. We will only accept requests if you contact us in advance.

Please note that we cannot handle requests in the following cases:

• Items that have been in your possession for more than 5 days.
• Items that have been worn, altered, washed, dry-cleaned, or have acquired odors or discoloration due to improper storage after arrival.
• Items with the tags removed.
• Items returned for customer convenience (color/image mismatch, wrong size, etc.).
• Press marks or stray fibers/hair adhering to the item.

Please note that in the event of a product defect, we will generally offer an exchange. If a replacement is not available in stock, we will process a return for a refund.

Possible returns to parties other than our company and handling of personal information

Depending on the situation when exchanging or returning items, the product may be returned to our affiliated companies rather than our logistics center.

• Manufacturers or Suppliers: For initial defects or specific reasons, items may be returned directly to the manufacturer or supplier.
• Delivery companies: In the case of returns due to misdelivery or transit issues, items may be returned through the delivery company's warehouse to us or the relevant affiliate.

We have established the following agreements regarding the handling of your personal information with these companies:

• Limitation of Purpose: Personal information received from customers will only be used to the extent necessary to handle exchanges and returns and will not be used for any other purpose.
• Safety Management Measures: Each company implements appropriate safety management measures based on laws and regulations regarding personal information protection and our company's standards.
• Restriction on Provision to Third Parties: We will not provide personal information to third parties without the customer's consent, except as required by law. Please note that while we may outsource work for exchanges or returns, this does not constitute provision to a third party, provided that necessary contracts are in place and handled under appropriate management.
• Conclusion of Outsourcing Agreements: When outsourcing the handling of personal information, we select appropriate contractors and enter into necessary agreements, such as non-disclosure agreements.

Please be assured that your personal information is managed appropriately and safely by our company and the aforementioned affiliated companies.

In-stock items are shipped within 5 business days of the order date.

Please check each product page for shipping information on made-to-order items before placing your order. Please note that due to production circumstances, shipping dates may be delayed.

We do not ship on Saturdays, Sundays, holidays, summer holidays, or over the New Year period.

Please be aware that reshipment fees caused by long-term absence or incorrect address information will be at the customer's expense.

Items are shipped via Sagawa Express for a flat rate of 880 yen (tax included) nationwide.

• Shipping to Hokkaido, Okinawa, and remote islands is 1,650 yen (tax included).

For international shipping, please see "About International Shipping".

Items are shipped via Japan Post (EMS). Shipping costs vary by weight; please confirm on the checkout screen.

In addition to shipping costs, import duties may be charged at the time of delivery. Please note that customs duties are the responsibility of the recipient.

We strive to make product photos as close to the actual product as possible, but colors may differ slightly from the actual product due to your monitor settings, room lighting, etc.

We cannot provide support for products purchased on the secondary market or products for which we cannot verify the order history.

• Credit Card (VISA, MASTERCARD, AMERICAN EXPRESS, JCB) *Payments are one-time only
• SHOP PAY
• GOOGLE PAY
• APPLE PAY

Payment Deadlines

Credit Cards, APPLE PAY, SHOP PAY: Depends on the closing date and contract terms of your credit card. Please check with your credit card issuer.

GOOGLE PAY: Depends on the contract terms of the electronic money service you are using.

We will respond in the order in which inquiries are received. While it may take time to reply, we generally respond within 2 business days.

• We do not offer phone support.