Damage during shipping

1. Immediate Action: Once you arrive at your destination, contact your airline or shipping company immediately to report the damage to your baggage . To ensure the issue is resolved in a timely manner, do not leave arrivals/baggage claim until the issue has been resolved.

2. Deadline: Airlines usually require you to report damage to a designated office within 24 hours to process your claim. To increase your chances of having your claim resolved, always declare the damage at the airport. If you leave the airport before filing, some airlines may not accept your claim.

At JOLLYING, we pride ourselves on high quality luggage and unparalleled customer service. We believe in transparency and strive to give our customers a clear understanding of our warranty coverage. Our warranty covers manufacturing defects and, whenever possible, provides support services for everyday wear and tear.

One year peace of mind guarantee after starting use of the product

• If you find any defects or damage within one year of using the product, please contact us immediately. We will provide you with a free warranty service to ensure that you can use the product in the best condition by repairing or replacing the product.
• This includes damage to the product that is beyond repair due to severe wear and tear, accidental damage, or improper handling by airlines or railway companies . In case of any condition beyond repair, you are entitled to one free replacement service from JOLLYING.
• For professional repairs, please contact your local authorized repair center. If your region offers delivery service, we will cover the return shipping costs. If there is no repair center in your region, we will send you the parts and instructions you need to repair it yourself. Please note that for repairs outside the country where you purchased the product, there may be a handling fee depending on your region, but parts will be provided free of charge.
• Wear and tear refers to the process by which the components of a product become worn out over time and no longer function as they did before, and does not include cosmetic defects or appearance scratches that do not affect the functionality of the product.

Years 2 to 3: Full maintenance and repairs

• From the second to third year , we provide detailed maintenance services for your JOLLYING product, with the goal of keeping your product in the best possible condition.
• This service includes 3 years free product replacement and repair due to general normal wear and tear or manufacturing defects before sale. JOLLYING reserves the right to make the final decision regarding manufacturing defects.
• Cracks in the shell : generally considered irreparable, each suitcase will be technically evaluated. Cracks caused by normal use, usually caused by a strong external impact, are not covered under the warranty, but we will try to restore the functionality of the product as far as possible, even if it may affect the aesthetics of the appearance. In any case, please inform us so that we can consider possible improvements and solutions for the product. JOLLYING reserves the right to make a decision on the interpretation of the defects of the case.
• Exterior box damage : Scratches, dents, scuffs, dirt, and discoloration are considered exterior damage. Dents may or may not be repairable depending on the condition of the individual case. Cosmetic damage due to dents is not covered under warranty if the case has been used without damage and we cannot guarantee that we can repair it to its original condition, but we will do our best to help.
• Normal wear and tear : Although not specifically covered under warranty, we will replace standard broken parts (handles, wheels, zipper heads, locks, carry handles, etc.) to extend the life of your luggage (subject to availability). We keep all parts of each series in stock, but as product design evolves, availability may be adjusted. If your model is no longer available due to design changes, we will help you find a customized solution to fit your needs.

Other things to note : Excessive pressure or speed, excessive weight bearing, improper cleaning products, extreme temperatures, acids, solvents, humidity, sunlight, abrasion, tears or cuts in the fabric, stretching or melting of the fabric are not considered manufacturing defects and are therefore not covered under the warranty.
From the second to third year, we will not exchange baggage that cannot be repaired due to accidental breakage, cosmetic damage, or improper handling by the airline . Damage and loss of the following parts ( main body fabric, case shell, lining, zippers, removable accessories ) are not covered under the warranty. Only damage due to manufacturing defects can be exchanged within the warranty period.

After 3 years of use

Thank you very much for using JOLLYING products for over three years .

JOLLYING products are designed for long-term durability, and even if the product is out of warranty, parts for older models that are more than 3 years old may be discontinued due to continuous product improvement.
If we have the parts in stock and are able to repair the product, we will charge you a one-time fee for the parts, shipping, and repair costs. If we are unable to repair the product, we will dispose of it responsibly.

Suitcase warranty exclusions:

1. Your proof of purchase is lost, defaced or illegible and you are unable to provide a screenshot of your online order number.
2. The product was purchased from an unauthorized dealer, imported without authorization (such as a parallel import), or was labeled as second-hand, refurbished, returned or substandard at the time of purchase.
3. The product has been improperly assembled, modified or repaired.

If your situation doesn't fall under our warranty, we'll provide you with a quote for any applicable repairs, assist with third party claims and, where appropriate, provide you with the locations of our repair centres to help you get back on your feet.

This warranty applies only to the original purchaser or gift recipient of the product and only applies to luggage sold for worldwide distribution.

If you require further information or assistance regarding our warranty, please do not hesitate to contact us. Always refer to this page or contact your local authorized distributor or retailer for the most up-to-date warranty information. We reserve the right to interpret, change, modify, add, or remove any portion of our warranty at any time.

About Shipping

*Shipping fee: Free shipping (excluding Okinawa and remote islands)
* Please note that an additional shipping fee of 3,000 yen (tax included) will be charged for deliveries to Okinawa and Hokkaido.

*Delivery is limited to within Japan. We cannot deliver to private mailboxes or to locations where forwarding settings from a specified delivery address or where there is a possibility of such settings being made.

*We usually ship within 1-2 business days from the date of your order. Depending on the shipping address and model, it may take about 3-7 business days for the item to arrive.
(Excluding summer, New Year's, holidays, and delivery delays)

Returns and Exchanges

*Returns and exchanges will be accepted on this product site within 7 days of delivery, but only if the product is unused (only if purchased from the JOLLYING direct sales site).
*If you would like to exchange a product, please contact our customer center via the email form within 7 days of receiving the product and return the product.

Please note that you will be responsible for the shipping costs from our company to you, as well as the shipping costs for returning the product to us and the bank transfer fees for the refund.

Please note that refunds will take approximately 14 business days to process, provided the product is unopened upon arrival.
*If there are signs of having been opened, the item will be returned to you by cash on delivery, so please be sure to inquire in advance whether it is eligible.
Email address: service.JP@jollying.com
Contact: 03-5779-6011 (weekdays 10:00-17:00)

Warranty Information

<Warranty provisions (3-year free warranty)>

*The warranty is valid only in Japan.

This warranty is a promise of free repairs in the event of a defect occurring during normal use. It is only valid if the product is used in accordance with the instructions on the tag and within the warranty period. The warranty is for this product only, and does not cover damage or loss of contents or other damages.

Note: In the following cases, a fee will be charged even if the product is within the warranty period.

● If the product is used negligently by the customer (including damage during shipping) or if the product is used in a way that is not covered by the warranty.

Items purchased overseas or that are not handled by our company (parallel imports, etc.)

If your proof of purchase is lost, damaged or otherwise unidentifiable, or if you are unable to provide a screenshot of your online order number.

- Second-hand goods, refurbished goods, returned goods, and non-standard goods (such as goods sold on Mercari, Yahoo! Auctions, etc.)

- Modified or repaired products

-Mold, dirt, and damage to fabric and leather

*For details, please check the product warranty terms included with the product.
If the item is deemed outside the scope of the warranty, we will provide you with an estimate of the cost of repair if parts are available (or replaceable).

 Information

If damage is found during transportation by the means of transport (airplane, bus, ship, courier service, etc.), please contact the transport company immediately (upon receipt) regarding repairs and compensation.
If you have travel insurance, please contact your insurance company immediately if any damage occurs.
In the event of damage caused by overcapacity or aging during normal use, or deterioration or friction of parts, and the product's functionality can be restored through repair, we may be able to provide a paid repair service.
Depending on the part and its age, we may not be able to provide it, or it may take some time to order the part.
In addition, the color and shape of the replacement parts may differ from those at the time of sale.
In addition, after a certain period of time has passed since the end of sales, repairs may not be possible even if a fee is charged.

inquiry

If you have any questions or concerns about JOLLYING's policies, please feel free to contact us at any time. Our customer support team will be happy to assist you in making sure you have an enjoyable shopping experience with JOLLYING.

Email address: service.JP@jollying.com

Contact: 03-5779-6011 (weekdays 10:00-17:00)

You can also contact us via the contact page below.

1. Data Encryption

1.1 SSL/TLS encryption

1.2 Data storage encryption

All your payment information stored on our servers is strictly encrypted. We use strong encryption algorithms (such as AES-256) to encrypt sensitive data, making it unreadable even if it is stolen.

2. Secure Payment Gateway

2.1 Payment Gateway

We partner with PCI DSS (Payment Card Industry Data Security Standard) certified payment gateways such as Stripe, PayPal and Adyen to provide comprehensive security measures to protect your transaction data from fraud and data breaches.

2.2 Payment Gateway Security Features

Our payment gateway offers various security features, including but not limited to Address Verification System (AVS) and Credit Card Security Code (CVV) checks, which help verify the authenticity of transactions and reduce the risk of fraud.

3. Prevention of fraud

3.1 Risk Management

3.2 Monitoring for Abnormal Transactions

Our systems continuously monitor all trading activity to detect potentially anomalous trading behavior, including large transactions, frequent payment attempts and transactions originating from high-risk regions.

4. User Education

4.1 Security Tips

4.2 Transparent Policy

We have established and publicly available clear privacy and refund policies so that users can understand how their data is collected, used and protected. Users can review these policies at any time and be fully informed about the data processing process.

5.Legal compliance

5.1 Compliance with Laws and Regulations

5.2 Periodic Audits

We conduct regular security audits and vulnerability scans to identify and fix potential security issues, helping us maintain a high level of system security against new threats.

6. Technical maintenance

6.1 Updating the system

6.2 Security Patches

Timely application of security patches is important to prevent attacks on your systems. We pay close attention to security information from software vendors to ensure that all patches are installed in a timely manner.