Frequently Asked Questions (Q&A)
About the product
+ Q. Are you really selling genuine products?
We directly import from the Chrome Hearts stores in Las Vegas, New York, Los Angeles, Honolulu, and Malibu in the United States.
As proof of genuine Chrome Hearts, we will definitely send you the warranty issued by our store, along with a copy of the purchase proof and receipt from the official Chrome Hearts store, so please rest assured.
As proof of genuine Chrome Hearts, we will definitely send you the warranty issued by our store, along with a copy of the purchase proof and receipt from the official Chrome Hearts store, so please rest assured.
+ Q. Is the product new?
All of our products are imported brand new from authorized retailers in the United States.
We do not handle any used items.
We do not handle any used items.
+ Q. Will I receive the exact same product as pictured?
Chrome Hearts leather and silver products are handmade, which may result in individual differences and uniqueness due to the manufacturing period and process.
The product images displayed in our store were taken at the time of our stock arrival; however, please understand that the color of the leather and the silver engravings may differ from the actual product, so please place your order with this in mind.
The product images displayed in our store were taken at the time of our stock arrival; however, please understand that the color of the leather and the silver engravings may differ from the actual product, so please place your order with this in mind.
+ Q. About colored leather
The colored leather used in wallets, such as turquoise and green, is often produced only during specific periods, and since Chrome Hearts does not have a stock of this leather, it is generally not possible to place a special order for it. If you miss the period when the product is available for sale, it is often difficult to obtain it.
+ Q. I don't know which chain to choose.
Products with "Charm" in their name can only use roll chains. While it is possible to use a roll chain for
pendants, due to their weight, we recommend using paper chain necklaces or NE chain necklaces.
pendants, due to their weight, we recommend using paper chain necklaces or NE chain necklaces.
+ Q. Can you engrave on items other than rings?
Engraving is only available for rings and is not offered on other products.
Additionally, some rings cannot be engraved due to their design.
Additionally, some rings cannot be engraved due to their design.
+ Q. Please check the stock availability at an authorized retailer in the United States.
We sincerely apologize, but for items that are not in stock at our store, we will check the stock after your order is confirmed.
+ Q. Please tell us about the planned restock of items such as T-shirts and caps.
Many of our apparel items are seasonal, and we rarely restock items other than those currently in stock.
Because the same design occasionally becomes available again, it is listed on the product page.
Because the same design occasionally becomes available again, it is listed on the product page.
About your order
+ Q. I haven't received an order confirmation email.
Please check this page . If we are unable to contact you via email
, please be aware that we may reach out to you by phone.
, please be aware that we may reach out to you by phone.
+ Q. What payment methods are available?
There are three methods available:
・Bank transfer (Rakuten Bank)
・PayPay
・Cash on delivery (cash payment)
・Credit card payment
(JCB, VISA, MASTER)
For more details, please refer to "Payment Methods".
If you prefer PayPay or bank transfer, please contact us via LINE or email.
・Bank transfer (Rakuten Bank)
・PayPay
・Cash on delivery (cash payment)
・Credit card payment
(JCB, VISA, MASTER)
For more details, please refer to "Payment Methods".
If you prefer PayPay or bank transfer, please contact us via LINE or email.
+ Q. When is the payment due date for special order items?
＜For bank transfer＞
We will send you a payment request email once the stock is secured at the authorized store in the United States.
Please wait for our email before making any payment.
＜For credit card payment and PayPay＞
We will process the credit card payment once the stock is secured at the authorized store in the United States.
No processing will be done by our store if the stock is not found.
We will send you a payment request email once the stock is secured at the authorized store in the United States.
Please wait for our email before making any payment.
＜For credit card payment and PayPay＞
We will process the credit card payment once the stock is secured at the authorized store in the United States.
No processing will be done by our store if the stock is not found.
+ Q. I want to purchase an item that is not listed on the website.
We can order all products sold at the official Chrome Hearts stores in the United States. If there are products not listed on our website, please feel free to contact us via the "Contact Form" or by "phone." We will reach out to the Las Vegas store, New York store, Los Angeles store, Honolulu store, and Malibu store to confirm stock and provide you with our selling prices.
+ Q. I would like to reserve it.
We accept reservations. Please send us the image of the product you would like via email or LINE.
About pre-order items
Q. When will it arrive?
Due to the continued shortage of this product at authorized retailers in the United States, we are unable to provide an exact arrival date.
Please be aware that there may be a waiting period of several months for the item to be restocked.
Please be aware that there may be a waiting period of several months for the item to be restocked.
+ Q. When is payment due?
We will contact you as soon as we secure the stock of the product.
Payment will be made at the timing of our contact.
Payment will be made at the timing of our contact.
Shipping Information
Q. When will it arrive?
The items we have in stock are:
For payments made by credit card, bank transfer, or PayPay,
Orders confirmed by 12:00 PM can be delivered as early as the next day.
(Please refer to the map below for delivery times.)
If out of stock,
Payment by credit card, bank transfer, or PayPay is accepted.
We will ship within 2-7 business days.
If paying by cash on delivery,
We will ship within 10-15 business days.
Please be aware that items not in stock at our store will be ordered from authorized retailers in the United States, and it may take about one week for delivery. Thank you for your understanding.
For payments made by credit card, bank transfer, or PayPay,
Orders confirmed by 12:00 PM can be delivered as early as the next day.
(Please refer to the map below for delivery times.)
If out of stock,
Payment by credit card, bank transfer, or PayPay is accepted.
We will ship within 2-7 business days.
If paying by cash on delivery,
We will ship within 10-15 business days.
Please be aware that items not in stock at our store will be ordered from authorized retailers in the United States, and it may take about one week for delivery. Thank you for your understanding.
Q. Can I return the item?
We only accept returns in the case of defective products or shipping errors.
(We sincerely apologize, but we do not accept returns or exchanges due to size differences in rings.)
【In the case of defective products or shipping errors】
Please contact us in advance within 8 days of receiving the product and send all shipped items (products and accessories) to our store with freight collect. We will promptly exchange them.
【Contact Information】
manager@black-symphony.com
03-6459-1695
【Address】
Chrome Hearts Online Store Black Symphony
〒107-0052
3rd Floor, Morisaki Building, 2-14-4 Akasaka, Minato-ku, Tokyo
【Business Days】 Monday to Friday
(Saturdays, Sundays, and public holidays are closed.)
【Business Hours】 11:00 AM - 7:00 PM
【Cases Where Returns Cannot Be Accepted】
Please understand that we cannot accept returns in the following cases.
● Customer's convenience (different from the image, no longer needed, etc.)
● Exchange due to size differences in rings
● Exchange due to size (length) differences in necklaces
● Products that have been used or worn once
● Products that have passed 8 days after arrival without special reason
● Products that have been damaged or soiled while in the customer's possession
● Special order items
● Products that have been modified (including resizing, design changes, repairs at other stores)
● We cannot accept exchanges for items sold at special prices.
*If a defective product is delivered, we will accept return or exchange inquiries regardless of the above.
*If any one of the pouch or invoice sent with the product is missing, we cannot accept returns or exchanges.
*In the case of refunds due to defective products, we will refund the full amount.
*In cases of refunds for reasons other than defective products, such as customer convenience, please understand that we will deduct the amount equivalent to the shipping cost incurred when we shipped the product to the customer, as well as the transfer fees related to the refund and other expenses (credit card fees, cash on delivery fees, collection fees). Thank you for your understanding in advance.
(We sincerely apologize, but we do not accept returns or exchanges due to size differences in rings.)
【In the case of defective products or shipping errors】
Please contact us in advance within 8 days of receiving the product and send all shipped items (products and accessories) to our store with freight collect. We will promptly exchange them.
【Contact Information】
manager@black-symphony.com 03-6459-1695 【Address】
Chrome Hearts Online Store Black Symphony
〒107-0052
3rd Floor, Morisaki Building, 2-14-4 Akasaka, Minato-ku, Tokyo
【Business Days】 Monday to Friday
(Saturdays, Sundays, and public holidays are closed.)
【Business Hours】 11:00 AM - 7:00 PM
【Cases Where Returns Cannot Be Accepted】
Please understand that we cannot accept returns in the following cases.
● Customer's convenience (different from the image, no longer needed, etc.)
● Exchange due to size differences in rings
● Exchange due to size (length) differences in necklaces
● Products that have been used or worn once
● Products that have passed 8 days after arrival without special reason
● Products that have been damaged or soiled while in the customer's possession
● Special order items
● Products that have been modified (including resizing, design changes, repairs at other stores)
● We cannot accept exchanges for items sold at special prices.
*If a defective product is delivered, we will accept return or exchange inquiries regardless of the above.
*If any one of the pouch or invoice sent with the product is missing, we cannot accept returns or exchanges.
*In the case of refunds due to defective products, we will refund the full amount.
*In cases of refunds for reasons other than defective products, such as customer convenience, please understand that we will deduct the amount equivalent to the shipping cost incurred when we shipped the product to the customer, as well as the transfer fees related to the refund and other expenses (credit card fees, cash on delivery fees, collection fees). Thank you for your understanding in advance.
+ Q. I was unable to receive my cash-on-delivery package due to being away for an extended period.
If you do not receive the product due to long-term absence, we may refuse the use of cash on delivery for future orders. If you wish to have the item resent, you will be responsible for the round-trip shipping costs.
Regarding cancellations
Q. Can I return the item?
We only accept returns in the case of defective products or shipping errors.
(We sincerely apologize, but we do not accept returns or exchanges due to size differences in rings.)
【In case of defective products or shipping errors】
Please contact us in advance within 8 days of receiving the product and send all shipped items (products and accessories) to our store with freight collect. We will promptly exchange them.
【Contact for prior notice】
customer@chromeoutlet.jp
【Address】
Chrome Hearts Online Store Chrome Outlet
〒107-0062 Minato-ku, Tokyo, 6-3-14 Minami Aoyama
【Business Days】 Monday to Friday
(Saturdays, Sundays, and public holidays are closed.)
【Business Hours】 11:00-19:00
【Cases where returns cannot be accepted】
Please understand that we cannot accept returns in the following cases.
● Customer's convenience (different from the image, no longer needed, etc.)
● Exchange due to size differences in rings
● Exchange due to size (length) differences in necklaces
● Products that have been used or worn once
● Products that have passed 8 days after arrival without special reason
● Products that have been damaged, soiled, or broken while in the customer's possession
● Special order items
● Products that have been modified (including resizing, design changes, repairs at other stores)
● We cannot accept exchanges for items sold at special prices.
*If a defective product is delivered, we will accept return or exchange inquiries regardless of the above.
*If any one of the pouch or invoice sent with the product is missing, we cannot accept returns or exchanges.
*In the case of refunds for defective products, we will refund the full amount.
*For refunds due to customer convenience or other reasons not related to defective products, please understand that we will deduct the amount equivalent to the shipping cost incurred when we shipped the product to the customer, as well as the transfer fees related to the refund and other expenses (credit card fees, cash on delivery fees, collection fees). Thank you for your understanding in advance.
(We sincerely apologize, but we do not accept returns or exchanges due to size differences in rings.)
【In case of defective products or shipping errors】
Please contact us in advance within 8 days of receiving the product and send all shipped items (products and accessories) to our store with freight collect. We will promptly exchange them.
【Contact for prior notice】
customer@chromeoutlet.jp 【Address】
Chrome Hearts Online Store Chrome Outlet
〒107-0062 Minato-ku, Tokyo, 6-3-14 Minami Aoyama
【Business Days】 Monday to Friday
(Saturdays, Sundays, and public holidays are closed.)
【Business Hours】 11:00-19:00
【Cases where returns cannot be accepted】
Please understand that we cannot accept returns in the following cases.
● Customer's convenience (different from the image, no longer needed, etc.)
● Exchange due to size differences in rings
● Exchange due to size (length) differences in necklaces
● Products that have been used or worn once
● Products that have passed 8 days after arrival without special reason
● Products that have been damaged, soiled, or broken while in the customer's possession
● Special order items
● Products that have been modified (including resizing, design changes, repairs at other stores)
● We cannot accept exchanges for items sold at special prices.
*If a defective product is delivered, we will accept return or exchange inquiries regardless of the above.
*If any one of the pouch or invoice sent with the product is missing, we cannot accept returns or exchanges.
*In the case of refunds for defective products, we will refund the full amount.
*For refunds due to customer convenience or other reasons not related to defective products, please understand that we will deduct the amount equivalent to the shipping cost incurred when we shipped the product to the customer, as well as the transfer fees related to the refund and other expenses (credit card fees, cash on delivery fees, collection fees). Thank you for your understanding in advance.
About gift wrapping
+ Q. Can you wrap it as a gift?
Since Chrome Hearts official stores do not offer gift wrapping, we will provide our own original gift wrapping service.
We offer two types of gift wrapping: free and paid.
Free gift wrapping uses a paper gift box, while paid gift wrapping uses a high-quality jewelry box.
Please check the purchase screen for details.
When giving a gift, the name on the warranty will be either the name of the purchaser or the name of the person receiving the gift.
We offer two types of gift wrapping: free and paid.
Free gift wrapping uses a paper gift box, while paid gift wrapping uses a high-quality jewelry box.
Please check the purchase screen for details.
When giving a gift, the name on the warranty will be either the name of the purchaser or the name of the person receiving the gift.
Regarding repairs
Q. What happens if repairs are needed?
Currently, repairs require shipping to the United States.
Because the repair costs and time involved would be a significant burden,
We are temporarily suspending repair services at our store.
Therefore, a reliable third-party repair and maintenance service company in Japan
We recommend that you consider using our service.
Regarding the details and costs of the repairs,
Please contact the respective repair companies directly.
Because the repair costs and time involved would be a significant burden,
We are temporarily suspending repair services at our store.
Therefore, a reliable third-party repair and maintenance service company in Japan
We recommend that you consider using our service.
Regarding the details and costs of the repairs,
Please contact the respective repair companies directly.
Other
+ Q. Can you issue a receipt?
If you fill in the remarks section when placing your order with the presence or absence of a receipt and the name to be issued, it can be issued.
The receipt will be issued electronically, and the viewing period is 7 days.
If the payment method is cash on delivery, the cash on delivery receipt will serve as the receipt due to double issuance.
If you need a receipt issued by our store, please send the original cash on delivery receipt to our store, and once confirmed, we will mail you our store's receipt.
Please note that we cannot reissue receipts, so be sure to receive it within the specified period.
The receipt will be issued electronically, and the viewing period is 7 days.
If the payment method is cash on delivery, the cash on delivery receipt will serve as the receipt due to double issuance.
If you need a receipt issued by our store, please send the original cash on delivery receipt to our store, and once confirmed, we will mail you our store's receipt.
Please note that we cannot reissue receipts, so be sure to receive it within the specified period.
Q. Do you have a catalog?
As the official Chrome Hearts store in the United States does not create a catalog, we do not have one available either.
We sincerely apologize for this and kindly ask for your understanding.
We sincerely apologize for this and kindly ask for your understanding.
+ Q. What if I can't find stock at an authorized retailer in the US?
We are very sorry that we were unable to meet your request.
If we are unable to find the item in stock at any of our stores in the United States, we regret to inform you that your order will be cancelled.
In this case, there will be no cancellation fees, so please rest assured.
If we are unable to find the item in stock at any of our stores in the United States, we regret to inform you that your order will be cancelled.
In this case, there will be no cancellation fees, so please rest assured.
+ Q. I want the original invoice.
Our store imports a large number of products from an authorized Chrome Hearts store in the United States several times a month.
Please understand that an invoice will not be issued for each individual product; instead, only one invoice will be issued for customs declaration to ensure safe import, and it will be a copy.
For inquiries other than those listed above, please contact us.inquiryheightIf you send me an email
I will answer your question.
