CUSTOMER SERVICE

1. TERMS AND CONDITIONS
2. PRIVACY POLICY AND COOKIES
3. RETURNS PHILOSOPHY
4. COMPANY INFORMATION

THE INOUE BROTHERS JAPAN LTD, (“We”, “Our”, “Us”) is the owner of the The Inoue Brothers Online Shop website(“Our website”)

1. TERMS AND CONDITIONS

TERMS OF USE AGREEMENT
The use of this website is governed by the policies, terms and conditions specified below. Please read them carefully. By using our website you have accepted these terms and conditions. Your submission of an order to us indicates acceptance of these terms and conditions. These terms and conditions shall supersede any subsequent terms and conditions included in any purchase order, whether or not such terms and conditions are signed by us. We reserve the right to make changes to this website and these terms and conditions at any time.

INTRODUCTION
www.theinouebrothers.net is operated by The Inoue Brothers Japan Ltd.
If you have any questions regarding the Website or these terms and conditions, or if you have any concerns about any products purchased by you from the Website, you can contact us at:
The Inoue Brothers Customer Service
shop@theinouebrothers.net

ORDER CONFIRMATION
Once an order is completed on our website, the customer will automatically receive a confirmation of the purchase. But your electronic receipt or order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. We will check the information you give us for validity, by verifying your method of payment, billing and shipping details prior to fulfilling the order. We may require additional verifications or information before accepting any order. We reserve the right at any time after receipt of your order to accept or decline your order for any reason. We reserve the right at any time after receipt of your order, without prior notice to you, to supply less than the quantity you ordered of any item.

Your credit card/debit card or other payment account will be refunded in the event that your order is not accepted.

Stock levels displayed to you are accurate at the last known update, stock availability is subject to change. If we are unable to fulfill your order we will contact you as soon as possible.

LIABILITY
By using our website, you agree that the use of this website is at your sole risk. We are not liable for any losses or damages caused by our website or any website linked to or from www.theinouebrothers.net.

AGE RESTRICTION
If the customer is under 18, permission must be obtained from a parent or other person of authority.

DELIVERY
We make an effort to be able to ship our goods to as many countries as possible, and in the event your country is not listed for shipment please contact us directly at shop@theinouebrothers.net.

The delivery times shown at ONLINE SHOPPING →DELIVERY are estimates only. We will not be held accountable for late deliveries or damage relating to late deliveries.
Please ensure you enter the correct delivery address. We can not be held responsible for incorrectly entered delivery addresses.

ACCEPTANCE OF ORDERS
The buyer is responsible for inspecting the goods for fault and notifying us within 7 working days of receiving the goods should there be a fault.

PRICING
Prices are subject to change without notice. We reserve the right to revoke any stated offer and correct any pricing errors including after an order has been submitted and whether or not the order has been confirmed and your credit card charged. Prices are shown in the following currencies: Euro (EUR) and Japanese Yen(JPY).

LOCAL LEVIES
Please note that local import duties vary by country and region and are not included in the price on the checkout page. These taxes are to be paid by the customer.

RETURNS AND REFUNDS
Due to environmental and social negative impact, we do NOT accept returns or exchange of orders due to irresponsible reasons ie. wrong size, inaccurate order. However, If the item(s) is damaged, parts are missing or the order is incorrect, please contact us immediately and we will take full responsibility for the refund or exchange process. Please read our Returns Philosophy for further details.

We reserve the right to refuse any returns which do not meet our return policy requirements, or are returned without written approval.

ORDER CANCELLATIONS
If notified before the goods have been dispatched, we can accommodate for order cancellations. If items have been shipped, we reserve the right to charge a cancellation fee (based on shipping cost). But Requesting a cancellation is not guaranteed. During Peak periods and orders placed over the weekend, cancellations may not be possible.

JAPANESE TAX EXEMPT PURCHASES (FOR CUSTOMERS OUTSIDE OF JAPAN)
When shopping from outside Japan, the local Japanese Consumption TAX of 10% will be exempt. Prices do not include payment or delivery charges. Please ensure to check the final costs when completing the check out.

PRIVACY
We  treat customer information with the utmost respect and integrity. No information will be disclosed to third parties. We need the following information when you trade with us: Name, address, telephone number and e-mail address.

GOVERNING LAW / JURISDICTION
When you trade with us as a consumer,  the Agreement is governed by and construed in accordance with the laws of Japan without regard to the principles of the conflict of laws thereof. Any and all disputes arising out of or in connection with this Agreement shall submit to the exclusive agreed jurisdiction of the Court that has jurisdiction over the location of our head office at the first instance.

COPYRIGHT AND TRADEMARK NOTICE
This website is owned and operated by THE INOUE BROTHERS JAPAN LTD. Unless otherwise specified, all materials appearing on this website, including text, web design, films, logos, graphics, icons and images, as well as the selection, assembly and arrangement thereof, are the sole property of us.

WHERE YOU CAN COMPLAIN
If as a consumer you want to complain about your purchase, please feel free to contact us. Please start by sending us an email at shop@theinouebrothers.net with as many details as possible about the defect. Remember to include your order number and a few pictures of the faulty item. We will try to resolve any issue with a faulty item and process your claim as quickly as possible. If your claim is approved, it means that you may either have the right to get the refund or replacement  all depending on the specific situation.

COMPANY INFORMATION
Our website is the official online shop for The Inoue Brothers Japan Ltd, is governed by Japanese law and registered in Japan at:
The Inoue Brothers Japan Ltd,
3-12-18 Oimazato Higashinari-ku, Osaka

2. PRIVACY POLICY & COOKIES

At The Inoue Brothers Japan Co., Ltd., we are committed to being open and transparent about how we handle your personal data. We are very attentive to the need for appropriate protection and responsible processing of all personal data entrusted to us, and we give data security and confidentiality the highest priority.

This Privacy Policy (“Policy”) explains how we process personal data when you purchase products from our website or consent to receive our journal. It helps you understand which personal data we collect, why we collect it, and how we use it.

Our processing of your personal data is governed by the EU General Data Protection Regulation (“GDPR”), UK GDPR, and applicable national data protection laws.

Data Controller and Contact Information
The data controller for processing your personal data on this website is:
The Inoue Brothers Japan Co., Ltd.
3-12-18 Oimazatominami, Higashinari-ku, Osaka 537-0013, Japan
E-MAIL: shop@theinouebrothers.net

Personal Data We Collect and Process
Personal data refers to any information that can identify you directly or indirectly, such as your name, address, email address, telephone number, and similar details.

When you subscribe to our journal:
If you have given us your consent to receive our journal, we process your name and email address for this purpose. You may unsubscribe at any time via the link at the bottom of each journal or by contacting our customer service. If you subscribe to our journal, we share your name and email address with Shopify, our email service provider. The legal basis for this processing is your freely given consent (GDPR Article 6(1)(a)).

When you place an order:
When you make a purchase on our website or contact our customer service, we process the data you provide, such as your name, address, email address, telephone number, country, and payment information.

This personal data is processed for the following purposes:

Legal Basis
GDPR Article 6(1)(b) (performance of a contract):

- To fulfill your order
- To ship your order
- To provide customer care services
- To handle returns and refunds

GDPR Article 6(1)(c) (legal obligations):
- To comply with legal obligations such as bookkeeping and consumer purchase laws

Additionally, we collect and store your IP address and information about your activity on our website, including traffic data and cookies, to deliver our services, improve functionality, and for security purposes.

We do not store your credit card information after completing the transaction. All payment information is securely transmitted using SSL (Secure Socket Layer) encryption.

Use of Information
We use your personal data only for specified and legitimate purposes, including:
- Completion of orders in our webshop: to process, ship, and deliver your purchases, handle returns and refunds, and provide customer care.
- Administration of user account: to create and manage your account, display your order history, and maintain accurate records.
- Subscription to our journal: to send updates and promotions where you have given your consent (you can unsubscribe at any time).
- Collection and evaluation of customer reviews: to improve our products and services.
- Statistics and site analytics: to understand how our website is used and to optimize functionality and user experience.
- Marketing initiatives: to send or display marketing communications where permitted by law or based on your prior consent (you may opt out at any time).

Notes on analytics and profiling
- We record aggregated statistics on site usage (e.g., pages visited, navigation patterns). While reports are aggregated, analytics and advertising tools may process online identifiers (such as IP addresses or cookie IDs) that can be personal data under applicable law. In the EEA/UK, non‑essential cookies (analytics/advertising) are used only with your prior consent, which you can change or withdraw at any time via Cookie Settings in the site footer.

Sharing of Your Personal Data
We only share personal data to the extent necessary for the purposes described in this Policy:

- Payment services: when you complete an order, your payment is processed by our payment partners (e.g., Shopify Payments). We do not store your full card details after the transaction.
- Shipping services: to fulfill delivery, we share necessary details (e.g., name, shipping address, email, phone number) with our shipping and logistics partners.
- E‑commerce platform and hosting: we use Shopify to operate our online store and related infrastructure.
- Analytics and advertising providers: where you have consented (in the EEA/UK, prior consent is required), we use services such as Google Analytics (GA4) and Meta to measure and improve performance and advertising effectiveness.
- Service providers (processors): we may engage trusted providers for storage, hosting, security, support, and related services. These providers process personal data on our behalf and under our instructions, subject to appropriate data protection safeguards.

International transfers
Some providers may process personal data outside your country, including outside the EEA/UK (for example, in Canada or the United States). Where required, we implement appropriate safeguards for such transfers, such as the EU Standard Contractual Clauses and/or the UK International Data Transfer Addendum, or rely on adequacy decisions. 

We do not sell your personal data. We also do not disclose information about your purchases or site navigation to third parties for their own independent marketing purposes.

Legal bases (EEA/UK)
Depending on the activity, we process personal data on the basis of:
- Performance of a contract (e.g., order processing, delivery, customer support).
- Legal obligations (e.g., accounting and consumer protection requirements).
- Legitimate interests (e.g., fraud prevention, site security and improvement, service analytics—balanced against your rights and freedoms).
- Consent (e.g., journal subscriptions, analytics/advertising cookies in the EEA/UK). You can withdraw consent at any time without affecting processing prior to withdrawal.

Your Rights Under the GDPR and UK GDPR
According to the GDPR and UK GDPR, you have the following rights regarding your personal data:

- Access: You have the right to request access to the personal data we hold about you and to obtain a copy of your data free of charge. We may charge a reasonable fee for additional copies or if your request is unfounded or excessive.
- Rectification: You have the right to request correction of any inaccurate or incomplete personal data concerning you.
- Erasure (“Right to be Forgotten”): You have the right to request the deletion of your personal data under certain circumstances.
- Restriction: You have the right to request that we restrict the processing of your personal data, for example if you contest its accuracy or if the processing is unlawful.
- Portability: You have the right to receive your personal data in a structured, commonly used, and machine-readable format and to transmit those data to another controller.
- Objection: You have the right to object to the processing of your personal data for direct marketing purposes or, in certain cases, for other processing based on legitimate interests.
- Withdraw Consent: Where processing is based on your consent, you may withdraw that consent at any time without affecting the lawfulness of processing before its withdrawal.

To exercise any of these rights, or if you have questions or concerns about our privacy practices, please contact us at shop@theinouebrothers.net. We will respond to your request as soon as reasonably possible.

Cookies, Pixels, and Other Technologies
Our website uses technologies such as cookies, pixels, and tags to collect information about your browser or device. For more details about how we use these technologies and your choices, please see our Cookie Policy.

Cookie Policy
At The Inoue Brothers Japan Co., Ltd., we take data security and confidentiality seriously. We use cookies and similar technologies to ensure the proper functioning of our website, personalize your experience, analyze site usage, and deliver relevant advertising. You can manage your cookie preferences at any time via the Cookie Settings link in the site footer. In the EEA/UK, non-essential cookies are only set with your prior consent.

Below is an overview of the categories of cookies we use:

Required Cookies
These cookies are essential for the operation of our website. They enable core features such as shopping cart, checkout, login, security, and storing your privacy preferences. Without these cookies, our site cannot function properly. These cookies cannot be disabled.

Personalization Cookies
These cookies enhance your experience by remembering your settings and preferences, such as language and region, and by enabling certain features to improve your visit. If you disable these cookies, some site features may not work as intended.

Analytics Cookies
Analytics cookies help us understand how visitors interact with our website by collecting and reporting information anonymously. This helps us measure and improve site performance. We use services such as Shopify Analytics and Google Analytics. In the EEA/UK, these cookies are only set with your prior consent.

Marketing Cookies
Marketing cookies are used to deliver relevant advertisements and measure the effectiveness of our marketing campaigns. These cookies may be set by us or our advertising partners, such as Meta (Facebook/Instagram) and Google Ads. In the EEA/UK, these cookies are only set with your prior consent.

Below are examples of key cookies we use on our website:

This is a representative list. For a full technical list of cookies, please refer to Shopify’s Cookie Policy.

You can manage your cookie preferences at any time via the Cookie Settings link in the site footer. In the EEA/UK, non-essential cookies are only set with your prior consent. For more information, please contact us at shop@theinouebrothers.net.

No Disclosure of Information
We do not disclose your personal data to third parties without your permission, except as required by law or in response to valid requests from public authorities (e.g., police investigations or suspected fraud). For order fulfillment, your personal data may be shared with shipping companies and payment processors. Our service providers (data processors) only process personal data on our behalf and in accordance with our instructions.

Data Retention and Erasure
We retain your personal data only as long as necessary for the purposes described in this policy. When data is no longer needed, it will be deleted or anonymized. We do not store credit card information after transactions are completed.

Changes to This Privacy Policy
We may update this Privacy Policy from time to time. The amended policy will be posted on our website. Please check this page regularly for updates. Continued use of our website after changes means you accept the revised policy.

Contact us
If you have any questions about this Privacy Policy, you can email, write us:
The Inoue Brothers Customer Service

3. RETURNS PHILOSOPHY
Returns philosophy (customer purchasing responsibility)

In order to reduce environmental and social negative impact we would like to avoid returns or exchange of orders due to irresponsible reasons ie. wrong size, inaccurate order. Therefore, before you submit your order, you will be given the opportunity to review your selection, check the total price of your order and the product information. This includes a size chart ensuring the correct size can be determined for your individual need. 

At this point please check if your order is correct before completing. If you have any doubts or would like further details on a specific item please feel free to contact us. We encourage you to do so to avoid any returns or exchange of orders.

The Inoue Brothers | Online store customer centre
shop@theinouebrothers.net

Mission
The process of returns or exchange has a negative impact on the environment through emissions caused by shipping but also the risk of damage to the garment(s), creating waste.

We acknowledge that online shopping makes our products accessible, however, we do not want to encourage the negative habits of returning products due to irresponsible purchasing.

Returnable condition
You have up to 7 days upon receipt to return item(s). 

If you would like to return or exchange an item purchased on https://theinouebrothers.net, please send us a request for a return authorization within 7 days of receipt. All returns must be shipped back to us within 7 days of the request approval.

Acceptable Conditions for returns
- If the item(s) is damaged, parts are missing or the order is incorrect. 

*Items returned must be in new and unused condition, with all original packaging and swing tags attached. 
*We reserve the right to refuse any returns which do not meet our return policy requirements, or are returned without written approval.

Return process
If something is damaged, parts are missing or the order is incorrect, please contact our Customer Service by sending an email with your order number to shop@theinouebrothers.net. 

After we check the reason for damage, missing parts or incorrect order, we will contact you by E-mail to start the return process.\
Please note that you are responsible for the product until it reaches us, so we strongly advise you to send the package with a traceable service, so it can be located.
*If your order arrives damaged, parts missing or order is incorrect. Orders can be returned free of charge.

4. COMPANY INFORMATION

Company name
The Inoue Brothers Japan Ltd,

Operation manager
Rei Inoue

Location
Japan: 3-12-18 Oimazatominami, Higashinari-ku, Osaka-shi, Osaka
Europe: 26 Brooklyn Street Bristol BS2 9AQ UK Company

Tel
+81(0)6-4307-4775

Email
shop@theinouebrothers.net

Url
https://theinouebrothers.net

Payment
- Credit card (Visa, Master, American Express, Jcb)
- Others (Apple Pay, Google Pay)
The amount will not be withdrawn from your card until your order has been dispatched.

Shipping
Shipping costs are to be paid by customers. Shipping costs vary from country to country. At check-out page you can find the shipping prices.

Tax and duty
Please note that local import duties and tax vary by country and region. These are to be paid by the customer.

Delivery time
We dispatch orders with FedEX to all international destinations within 5 working days after we check the payment. www.theinouebrothers.net accepts no responsibility for delays in customs processes.

Return
Due to environmental and social negative impact, we do NOT accept returns or exchange of orders due to irresponsible reasons ie. wrong size, inaccurate order.\
However, If the item(s) is damaged, parts are missing or the order is incorrect, please contact us immediately and we will take full responsibility for the refund or exchange process. Please read our Returns Philosophy for further details.\

Attention
Some of the items are one-of-a-kind. It means each of the items may have individual differences. Please check that again before placing an order.