Terms of service

These Terms of Use (hereinafter referred to as the “Terms”) set forth the conditions for using the online store HOALL (hereinafter referred to as the “Site”), operated by HOALL JEWELRY (hereinafter referred to as the “Store”), as well as the conditions governing the sale of products offered through the Site.

Customers who use the Site must review and agree to these Terms before using the Site.

Article 1 (Application)

These Terms apply to all relationships between the Store and customers concerning the browsing of the Site, ordering of products, inquiries, and any other use of the Site.
User guides, product descriptions, ordering procedures, payment methods, shipping, returns, warranties, and any other rules or precautions posted by the Store on the Site constitute part of these Terms.
If these Terms conflict with the information displayed on an individual product page or elsewhere on the Site, the individual information shall prevail.

Article 2 (Conditions of Use)

The Site is intended primarily for the purchase of products by individual customers.
Minors must obtain the prior consent of a parent, guardian, or other legal representative before placing an order.
When placing an order, customers must provide accurate and up-to-date information, including their name, address, telephone number, email address, and any other information requested by the Store.
The Store shall not be liable for any delay or disruption to order confirmation, production, delivery, or other procedures resulting from incorrect or incomplete information provided by the customer, except where such delay or disruption is attributable to the Store.

Article 3 (Products)

The Store primarily offers the following products:

Made-to-order products for which production begins after an order is received from the customer
Semi-custom products in which certain specifications, such as materials, size, gemstones, or finish, are modified based on an existing product
Fully custom-made products whose designs and specifications are individually determined through consultation with the customer
Other products sold or introduced on the Site

The production method, specifications, price, delivery schedule, ordering conditions, and other details of each product shall be as specified on the relevant product page, quotation, order confirmation, or in information provided by the Store.

Article 4 (Formation of the Sales Contract)

A customer’s application to purchase a product shall be deemed submitted to the Store when the customer completes the ordering process on the Site.
A sales contract between the Store and the customer shall be formed 24 hours after the customer completes the ordering process.
Notwithstanding the preceding paragraph, no sales contract shall be formed if the Store notifies the customer within 24 hours of order completion that it is unable to accept the order.
Semi-custom and fully custom-made products may require consultation, a quotation, or confirmation of specifications before purchase. In such cases, the sales contract shall be formed 24 hours after the customer accepts the final specifications, quoted price, delivery schedule, and other conditions presented by the Store and completes the designated ordering process.
After an order is placed, the Store may contact the customer to confirm the order details, payment status, size, materials, gemstones, engraving, shipping address, or other matters.
If the customer does not respond within a reasonable period after the Store contacts them for confirmation, the Store may suspend production and shipment of the product or cancel the order.

Article 5 (Refusal and Cancellation of Orders)

The Store may refuse an order before accepting it or cancel an order even after a sales contract has been formed if it determines that any of the following applies:

The order contains false information, errors, or omissions
Payment is not successfully completed
A fraudulent payment method has been used or is suspected of having been used
The Store determines that the purchase is intended for resale, redistribution, or another commercial purpose
The customer has previously violated these Terms, delayed payment, refused delivery, or caused another problem
Production or provision of the product is technically difficult
Required materials, gemstones, components, or other items cannot be obtained
There is a material error in the listed price, product specifications, or other displayed information
The requested production would infringe the rights of the Store or a third party
The Store otherwise reasonably determines that accepting the order would be inappropriate

If an order is cancelled, the Store will refund any product payment already received. However, if the Store has incurred damages or actual expenses for reasons attributable to the customer, the corresponding amount may be deducted to the extent permitted by law.

Article 6 (Product Prices)

Product prices are displayed on the relevant product page or in a quotation or other document issued by the Store.
Unless otherwise stated, product prices include Japanese consumption tax.
Shipping charges, payment processing fees, customs duties, import taxes, customs clearance fees, and any other costs in addition to the product price are displayed on the product page, checkout page, or the “Disclosure Based on the Specified Commercial Transactions Act” page.
Additional charges may apply to semi-custom and fully custom-made products depending on the materials, size, gemstones, processing, design, or other specifications.
If additional charges apply, the Store will, in principle, inform the customer of their details and amount before production begins.
If a price displayed on the Site contains an obvious error, the Store may inform the customer of the correct price and, after obtaining the customer’s consent, either proceed with or cancel the order.

Article 7 (Payment Methods)

Customers must select an available payment method from those displayed on the Site.
The timing of payment shall be governed by the conditions of the selected payment method or instructions provided by the Store.
Payment for semi-custom and fully custom-made products may be made using an invoice, payment link, draft order, or another method designated by the Store.
If installment payments, deposits, or other individual payment conditions are established, the customer must comply with the conditions presented by the Store.
Any issue arising between the customer and a payment service provider shall be resolved between those parties, except where the issue is attributable to the Store.

Article 8 (Made-to-Order Products)

Made-to-order products are produced after the customer’s order has been received and the materials, size, and other order details have been confirmed.
Customers may cancel an order only within 24 hours of completing the ordering process.
Once 24 hours have elapsed after completion of the ordering process and the sales contract has been formed, changes to or cancellation of the order will, in principle, not be accepted.
Production periods and estimated shipping dates are provided as guidelines and may vary depending on order volume, material availability, production processes, and other circumstances.

Article 9 (Semi-Custom Products)

For semi-custom products, the Store accepts changes to materials, size, gemstones, finish, and other specifications to the extent that such changes can be accommodated.
The availability of customization, additional charges, and delivery schedule will be provided individually after reviewing the customer’s request.
Customers may cancel an order only within 24 hours of completing the final ordering process.
Once 24 hours have elapsed after completion of the ordering process and the sales contract has been formed, changes to or cancellation of the order will, in principle, not be accepted.
If the customer requests a change to the specifications after formation of the sales contract, the Store will accommodate the change only to the extent it determines possible. Additional charges and changes to the delivery schedule may apply.
Requested customizations may not be accepted for technical, safety, quality, or design reasons.

Article 10 (Fully Custom-Made Products)

The design, materials, dimensions, gemstones, finish, and other specifications of fully custom-made products are determined individually through consultation with the customer.
Based on the consultation, the Store may provide design proposals, specification documents, quotations, or other materials as necessary.
Customers may cancel an order only within 24 hours of accepting the final specifications and quotation and completing the ordering process.
Once 24 hours have elapsed after completion of the ordering process and the sales contract has been formed, changes to or cancellation of the order will, in principle, not be accepted.
If the customer requests a change to the specifications after formation of the sales contract, additional costs may arise, including design, material, and processing fees.
Depending on the progress of production, changes to the specifications may not be accepted.
For any images, text, illustrations, logos, designs, or other materials provided by the customer, the customer warrants that they possess the rights necessary to permit the Store to use those materials in designing and producing the product.
The Store may refuse any request that it determines may infringe a third party’s copyright, trademark rights, design rights, or other rights.

Article 11 (Sizes and Specifications)

Customers must carefully confirm the ring size, chain length, dimensions, engraving details, and all other order information before placing an order.
Returns, exchanges, or complimentary remakes will not be accepted due to errors made by the customer concerning size, wording, dates, addresses, or other information.
If resizing, correction of engraving, or other reworking is possible, the Store may provide such services for a fee.
Depending on the product’s structure, materials, gemstones, or processing, resizing or other reworking may not be possible.
Because products are made by hand, minor individual variations may occur in the stated dimensions, weight, shape, color, pattern, finish, or other characteristics.
Natural stones, pearls, and other natural materials vary individually in color, shape, pattern, inclusions, surface characteristics, and other qualities. Such characteristics inherent to natural materials are not, in principle, considered product defects.
Depending on the customer’s viewing environment, monitor settings, photography conditions, or other factors, the color or texture of the actual product may appear different from the product images.

Article 12 (Production Period and Delivery Schedule)

The production period and estimated shipping date are displayed on the relevant product page, quotation, or in information provided by the Store.
The production period begins on the date when payment has been completed, the specifications have been finalized, and all information required for production has been received.
Production or shipment may be delayed for any of the following reasons:
- A high volume of orders
- Delays in procuring materials, gemstones, or components
- Circumstances related to the production process
- Delays in confirmation or consultation with the customer
- Circumstances affecting the shipping carrier
- Natural disasters, infectious diseases, war, conflict, laws and regulations, or government measures
- Other circumstances beyond the Store’s reasonable control
If a delay is anticipated, the Store will notify the customer as promptly as reasonably possible.
If delivery by a specific date is required, please consult the Store before placing an order. However, the delivery date is not guaranteed unless explicitly guaranteed by the Store in writing or by email.

Article 13 (Shipping)

Products will be shipped to the address specified by the customer when placing the order.
Available shipping methods, shipping charges, and eligible delivery areas are displayed on the Site.
If a product is returned due to an incorrect address entered by the customer, failure to notify the Store of an address change, prolonged absence, refusal to accept delivery, or another circumstance attributable to the customer, the customer will be responsible for the shipping and other costs required for redelivery.
If an accident, loss, or damage occurs during shipping, the matter will be handled in accordance with the shipping carrier’s compensation terms.
Customers must promptly inspect the condition of the product and verify the order details after receiving it.

Article 14 (International Shipping)

International deliveries may be subject to customs duties, import taxes, value-added tax, customs clearance fees, and other charges in addition to the product price and shipping charges.
Except for charges expressly indicated as being collected by the Store at checkout, the recipient of the product is, in principle, responsible for the charges described in the preceding paragraph.
Customs procedures, import restrictions, local delivery conditions, or other circumstances may result in delivery delays, returns, or an inability to receive the product.
If a product is returned because the customer refuses delivery, fails to pay customs duties or other charges, encounters import restrictions, or for another reason attributable to the customer, the Store may issue a refund after deducting the product price, initial and return shipping charges, customs duties, customs clearance fees, and other actual expenses.
Due to the nature of made-to-order products, the product price may not be refundable if a returned product cannot be resold, except where a refund is required by law.

Article 15 (Order Changes and Cancellations)

Customers may cancel an order only within 24 hours of completing the ordering process.
To request cancellation, customers must contact the inquiry desk designated by the Store and provide the order number and purchaser’s name.
Once 24 hours have elapsed after completion of the ordering process, the sales contract is formed and preparations for production begin. Changes to or cancellation of an order for reasons attributable to the customer will, in principle, not be accepted.
If the Store receives a cancellation request within 24 hours of completion of the ordering process, any product payment already received will be refunded.
The timing and method of the refund will vary depending on the payment method used and the payment service provider’s policies.
If the Store exceptionally agrees to a change or cancellation after formation of the sales contract, the customer may be required to pay any material costs, design fees, processing fees, payment processing fees, and other reasonable costs already incurred.
If cancellation charges are imposed, they shall not exceed the average damages incurred by the Store, in accordance with applicable laws and regulations.
If the Store becomes unable to produce or provide a product for reasons attributable to the Store, any product payment already received will be refunded.

Article 16 (Returns and Exchanges)

Because the Store’s products are made-to-order, semi-custom, or fully custom-made products individually produced after a customer’s order is placed, returns and exchanges will not be accepted for reasons attributable to the customer, including that the product differs from the customer’s expectations, the customer selected the wrong size, wishes to change the order details, or no longer requires the product.
The restriction on returns in the preceding paragraph does not apply in the following cases:
- A product different from the one ordered is delivered
- The product is damaged, incomplete, or otherwise defective
- For reasons attributable to the Store, the product is produced with specifications that clearly differ from the order
If any of the preceding cases applies, the customer must contact the Store within seven days of delivery and provide the order number, the condition of the product, details of the defect, and photographs clearly showing the product’s condition.
If, after inspecting the product, the Store confirms that it is defective, was incorrectly delivered, or does not conform to the order, the Store will provide a reasonable remedy appropriate to the product’s condition, such as repair, replacement, reproduction, or a refund.
The Store will bear the return and redelivery costs if the product is defective, was incorrectly delivered, or has an issue attributable to the Store.
If a product is returned without prior notice, the Store may be unable to accept the delivery or process the return.
Scratches, discoloration, deformation, stains, deterioration over time, or damage resulting from use, improper use, or improper storage are not considered product defects.
Individual variations in natural materials, minor differences arising from handcrafting, and characteristics explained in advance on the product page are not considered product defects.
Defects that could not be identified upon delivery will be handled in accordance with applicable laws and regulations and the after-sales service set forth in Article 18.

Article 17 (Product Inspection and Notification)

After receiving the product, customers must promptly inspect the product, accessories, certificates, appraisal reports, and other included items.
If damage during shipping is discovered, customers must retain the packaging materials, photograph the product and packaging condition, and contact the Store.
If the customer contacts the Store after a considerable period has elapsed following delivery, the Store may be unable to determine the condition of the product or cause of the issue, making it difficult to provide assistance.
Latent defects that could not be identified upon delivery will be handled in accordance with applicable laws and regulations and the Store’s warranty conditions.

Article 18 (Warranty and After-Sales Service)

Every HOALL piece is accompanied by a certificate confirming that it was created by HOALL.
To help customers enjoy their HOALL pieces for many years, the Store continuously accepts consultations concerning repairs, maintenance, and cleaning.
Maintenance and cleaning are provided free of charge in principle.
Repairs, replacement of components, replacement of gemstones, resizing, reworking, or other services requiring new materials or special processing may incur charges depending on the product’s condition and the work required. In such cases, the Store will provide information about the charges before beginning the work.
The customer may be responsible for round-trip shipping, packaging, insurance, customs duties, and other costs, except where the service concerns a defect attributable to the Store.
Depending on the product’s structure, condition, materials, gemstones, the availability of required components, or other circumstances, the Store may be unable to perform the requested repair or alteration.
The Store’s after-sales services will be provided for as long as the Store remains in business and to the extent that such services are technically and physically feasible.
The following cases may be excluded from complimentary maintenance or cleaning and may be subject to charges:
- Restoration beyond the scope of ordinary maintenance or cleaning is required
- The product has been damaged by dropping, impact, pressure, chemicals, moisture, heat, or another external factor
- The product has been damaged through improper use or storage
- The product has been repaired, processed, or modified by a business other than the Store
- Components, gemstones, or other constituent parts have been lost
- New materials, components, or special processing are otherwise required
When requesting after-sales service, customers must, in principle, present the certificate accompanying the product.
Repairs, maintenance, and cleaning are not available for pieces produced or sold by anyone other than HOALL.

Article 19 (Ownership and Risk of Loss)

Ownership of a product transfers to the customer when the product price has been paid in full and delivery of the product has been completed.
If a product is lost or damaged before delivery for reasons not attributable to the Store, the matter will be handled in accordance with applicable laws and regulations.

Article 20 (Prohibited Conduct)

Customers must not engage in any of the following conduct when using the Site:

Conduct that violates laws, regulations, or public order and morality
Registering or submitting false information
Placing an order or making an inquiry while impersonating another person
Using a fraudulent payment method
Purchasing or using a product without the Store’s permission for resale, redistribution, production of imitations, or another commercial purpose
Infringing intellectual property rights relating to the Site, products, images, text, designs, or other content
Interfering with the operation of the Site or placing an excessive burden on it
Transmitting computer viruses or other harmful programs
Harassing, threatening, defaming, or otherwise acting inappropriately toward the Store, other customers, or third parties
Any other conduct that the Store reasonably determines to be inappropriate

Article 21 (Intellectual Property Rights)

Copyrights, trademark rights, design rights, and other intellectual property rights concerning text, photographs, images, logos, designs, videos, product designs, and other content displayed on the Site belong to the Store or their respective lawful owners.
Customers must not reproduce, republish, modify, distribute, sell, publicly transmit, or otherwise use such content beyond the scope of personal use without the Store’s permission.
Unless otherwise agreed in writing, intellectual property rights relating to design proposals, drawings, prototypes, images, and other materials created by the Store in connection with semi-custom and fully custom-made products belong to the Store.
The purchase of a product alone does not transfer to the customer any copyright, design right, or other intellectual property right relating to the product or its design.
The Store will obtain the customer’s prior consent before publishing photographs, videos, designs, production processes, or other information concerning products created by the Store on its website, social media accounts, advertisements, at exhibitions, in printed materials, in its portfolio, or otherwise as examples of its work.
Even where a product is published as an example of the Store’s work, the Store will not publish the customer’s name, contact details, engravings, anniversaries, or other information capable of identifying the customer without their explicit consent.
The Store will not refuse an order or disadvantageously alter the product price or service details solely because the customer does not consent to publication as an example of the Store’s work.

Article 22 (Handling of Personal Information)

The Store appropriately handles customers’ personal information in accordance with the Privacy Policy published on the Site.

Article 23 (Suspension or Modification of the Site)

The Store may suspend, interrupt, or modify all or part of the Site without prior notice in any of the following circumstances:

Maintenance, inspection, or updates of the system are required
A failure occurs in communication lines, servers, or other equipment
A natural disaster, power outage, infectious disease, cyberattack, or other event of force majeure occurs
The Store otherwise determines that suspension, interruption, or modification is necessary for operation of the Site

Article 24 (Disclaimer and Scope of Liability)

The Store endeavors to ensure that information published on the Site is as accurate as possible, but does not guarantee its completeness, accuracy, currency, or fitness for a particular purpose.
The Store shall not be liable for damages arising from communication failures, system failures, delivery delays, natural disasters, or other circumstances not attributable to the Store.
If the customer incurs damages for reasons attributable to the Store, the Store shall be liable in accordance with applicable laws and regulations.
If the customer incurs damages due to the Store’s ordinary negligence, the Store’s liability for damages shall be limited to the product price paid by the customer to the Store for the order that caused the damages. However, this limitation does not apply in cases of willful misconduct or gross negligence by the Store or where such limitation is not permitted by law.
This Article does not apply where the Store’s liability cannot be excluded or limited under the Consumer Contract Act or any other applicable law or regulation.

Article 25 (Exclusion of Anti-Social Forces)

The customer represents and warrants that they are not, and will not in the future become, a member of an organized crime group, an associate of such a group, a person affiliated with such a group, or any other equivalent anti-social force, and that they do not and will not use, provide funds to, or otherwise provide benefits or facilities to anti-social forces.

Article 26 (Amendments to the Terms)

The Store may amend these Terms when necessary due to changes in laws or regulations, changes to the services, or other circumstances.
The amended Terms become effective when posted on the Site or at another time separately specified by the Store.
Unless otherwise specified, sales contracts formed before an amendment will remain subject to the Terms in effect when the relevant order was placed.

Article 27 (Severability)

If any provision of these Terms, or any part thereof, is determined to be invalid or unenforceable under applicable laws or regulations, the remaining provisions of these Terms will remain in full force and effect.

Article 28 (Governing Law)

These Terms and all sales contracts between the Store and customers are governed by the laws of Japan.

Article 29 (Consultation and Jurisdiction)

If any issue arises concerning these Terms or a transaction between the Store and a customer, the Store and the customer shall consult with each other in good faith and endeavor to resolve the issue.
If the issue cannot be resolved through consultation, [insert court with jurisdiction] shall have exclusive jurisdiction as the court of first instance, except where otherwise provided by applicable laws or regulations.

Article 30 (Contact)

For inquiries concerning these Terms, please contact us using the details below.

Business Name: HOALL JEWELRY

Operations Manager: Takumi Shimahata

Effective Date: July 2026

Last Revised: July 2026