Refund policy

Every REAL SIMONS piece is made by hand from natural leather. Please read the following before placing your order.

Returns and exchanges

If you are not completely satisfied with your purchase, you may return or exchange it for any reason, within 20 days of receipt, by contacting us.

Shipping both ways is at your own cost. Please send the item back prepaid. For an exchange, the postage on the replacement is also at your cost — we will tell you the amount when you contact us
No payment processing fee or similar charge is deducted from your refund
Returns from within Japan: simons Ximen Co., Ltd. (REAL SIMONS), Comfort M 1F, 1-13-14 Shimoigusa, Suginami-ku, Tokyo 167-0022, Japan. Please let us know your order number before sending.
Returns from outside Japan go to China. Please contact us for the return address before sending anything back.
Please use a tracked service — without tracking we cannot confirm arrival and cannot proceed
We cannot accept returns or exchanges reported more than 20 days after delivery

Condition we can accept

Unworn and unused
All tags and accessories attached
Unwashed and not dry-cleaned
Free of perfume, cosmetics and odours
In resalable condition

Natural leather varies piece to piece in its creases, grain, colour and markings. These are the character of the material, not defects.

If the size doesn’t fit

We will exchange it on the same terms. If the size you want is out of stock and we cannot exchange, we refund in full.

Stock moves daily, so we cannot hold an item for you in advance. We welcome sizing questions before you order. Every product page carries a measurement chart and a size finder — compare them with a garment you already own, and please ask us if anything is unclear.

Changing your order

Before dispatch we can change the size or the delivery address. Please email us.

If a size change creates a price difference, we will charge or refund the difference
“Made to Order” items cannot be changed once production has started

Cancelling your order

You may cancel before dispatch. Please email us. We refund in full, with no fee of any kind.

“Made to Order” items cannot be cancelled once production has started.

Defective or incorrect items

In the following cases we will exchange or refund at our cost, and we pay the return postage.

Clear stitching faults or damage
An item different from the one you ordered

Please contact us within 20 days of delivery, with a photo of the problem. Claims made after the item has been worn, or reported long after delivery, may not be accepted — please check your item soon after it arrives.

How much we refund

When the reason is yours (a return, a cancellation before dispatch, etc.)
We refund the full price of the item. No payment processing fee or similar charge is deducted. Round-trip shipping costs are not refundable (please send the item back prepaid). On international orders, any duties and import taxes you have already paid locally cannot be refunded by us, because duties already cleared are not returned to us.
When the reason is ours (a defect, a wrong item, a cancellation from us because stock ran out, or an exchange we cannot fulfil)
We refund in full. No postage is charged to you. If you have paid duties or import taxes, send us the receipt and we will cover them.

We refund to the payment method you used, once we have received and checked the returned item. Depending on your card company’s billing cycle, it can take one to two months to appear.

Made to Order items

Items marked “Made to Order” go into production after you order. They cannot be returned or exchanged. They take 4–8 weeks to reach you.

International orders

The return address is in China, not in Japan. We will give you the address when you contact us, so please contact us before sending anything back (sent to the wrong address, the parcel cannot be received and will come back to you)
International shipping both ways is at your own cost. If duties or import taxes are charged on the replacement, send us the receipt and we will cover them
Any duties and import taxes you have paid locally are already cleared and are not returned to us. Where the reason is yours, our refund covers the price of the item only
Where the reason is ours — a defect or a wrong item — we refund the full price of the item, we cover any duties you have paid on presentation of the receipt, and we pay the return postage
If a parcel comes back because delivery was refused or nobody was available over a long period, we deduct the shipping and duties actually incurred