FAQ
PLACING ORDERS and DELIVERIES
Except if otherwise written on the website, item will be shipped from Kyoto within 5 days. You will receive an email from us once we ship. You may also receive an email from the carrier with the tracking number. Please however note that
- in case of one single item purchase, the service we use may not send you automatically a tracking number due to the type of service we use.
- we experienced issue in sending automatic email to customer with a docomo.ne.jp, softbank.ne.jp and ezweb.ne.jp extensions
In case you have not received any notifications after 5 days, please send us an email to sales@c-lemaire.com
For all deliveries in Japan (including remote islands and Okinawa), the shipping fee is ¥660 (tax included). Free delivery, in Japan only, also applies for shipment value above 19 000 yen with tax.
For international deliveries (we ship worldwide except few exceptions), shipping costs will be calculated at the check-out depending on the country and size of your purchase.
Depending on the country of delivery, VAT/GST as well as customs taxes or administrative taxes may also apply. These costs are the customer’s responsibility. In other words, the carrier (normally FEDEX) would contact you to pay such taxes to clear the shipment. However, exemptions may apply for individuals (not companies) and you might not be charged. Below are latest tax regulations we are aware of for main countries. However, we cannot guarantee this information as tax agreement with Japan may evolve.
o For our customers in the USA: packages with a declared value under 800US$ shall be cleared without any fees.
o For our customers in Australia: no customs fee shall be applied. However, you may be asked to pay local VAT/GST.
o For our customers in Euro zone, including France: no customs fee shall be applied for shipment below 150 euros without taxes. However, you may be asked to pay local VAT/GST and administrative fee.
o For our customer in the UK: no customs fee shall be applied for shipment below 135 pounds before taxes. However, you may be asked to pay local VAT/GST and administrative fee.
o For our customer in Hong Kong: no taxes should apply
IMPORTANT NOTICE: in case, tax and customs are not paid, goods will be returned to us. In such cases, we will issue a refund for the order amount, minus the return shipping cost at the actual rate charged by the carrier, along with any additional fees the carrier may have applied.
Below are some links to help you understand tax systems:
USA
https://www.cbp.gov/trade/basic-import-export/internet-purchases
Australia
https://business.gov.au/products-and-services/importing/importing-and-your-business
FRANCE
https://www.douane.gouv.fr/demarche/vous-achetez-sur-internet
UK
https://www.gov.uk/goods-sent-from-abroad/tax-and-duty
- in case of one single item purchase, the service we use may not send you automatically a tracking number due to the type of service we use.
- we experienced issue in sending automatic email to customer with a docomo.ne.jp, softbank.ne.jp and ezweb.ne.jp extensions
In case you have not received any notifications after 5 days, please send us an email to sales@c-lemaire.com
For all deliveries in Japan (including remote islands and Okinawa), the shipping fee is ¥660 (tax included). Free delivery, in Japan only, also applies for shipment value above 19 000 yen with tax.
For international deliveries (we ship worldwide except few exceptions), shipping costs will be calculated at the check-out depending on the country and size of your purchase.
Depending on the country of delivery, VAT/GST as well as customs taxes or administrative taxes may also apply. These costs are the customer’s responsibility. In other words, the carrier (normally FEDEX) would contact you to pay such taxes to clear the shipment. However, exemptions may apply for individuals (not companies) and you might not be charged. Below are latest tax regulations we are aware of for main countries. However, we cannot guarantee this information as tax agreement with Japan may evolve.
o For our customers in the USA: packages with a declared value under 800US$ shall be cleared without any fees.
o For our customers in Australia: no customs fee shall be applied. However, you may be asked to pay local VAT/GST.
o For our customers in Euro zone, including France: no customs fee shall be applied for shipment below 150 euros without taxes. However, you may be asked to pay local VAT/GST and administrative fee.
o For our customer in the UK: no customs fee shall be applied for shipment below 135 pounds before taxes. However, you may be asked to pay local VAT/GST and administrative fee.
o For our customer in Hong Kong: no taxes should apply
IMPORTANT NOTICE: in case, tax and customs are not paid, goods will be returned to us. In such cases, we will issue a refund for the order amount, minus the return shipping cost at the actual rate charged by the carrier, along with any additional fees the carrier may have applied.
Below are some links to help you understand tax systems:
USA
https://www.cbp.gov/trade/basic-import-export/internet-purchases
Australia
https://business.gov.au/products-and-services/importing/importing-and-your-business
FRANCE
https://www.douane.gouv.fr/demarche/vous-achetez-sur-internet
UK
https://www.gov.uk/goods-sent-from-abroad/tax-and-duty
Please refer to our shipping policy
Typically, you will receive an order confirmation email within 10 minutes of placing your order. If you do not receive it within that time, please check your spam folder or contact us at sales@c-lemaire.com.
Additionally, we have identified issues with emails sent from SHOPIFY, the platform that operates our website, such as shipping notifications, not being delivered to certain carriers like @ezweb.ne.jp, @docomo.ne.jp, @softbank.ne.jp. Based on our investigation, the possible reasons include:
Emails being moved to the spam or promotions folder.
Security settings marking the emails as spam, preventing them from being received.
Email rejection settings (e.g., domain-specific email blocking).
As solutions, we recommend the following:
Disable email rejection settings.
Use a Gmail account.
Register only your phone number when placing an order, which allows SHOPIFY to send a short message.
We apologize for any inconvenience this may cause and appreciate your understanding.
Additionally, we have identified issues with emails sent from SHOPIFY, the platform that operates our website, such as shipping notifications, not being delivered to certain carriers like @ezweb.ne.jp, @docomo.ne.jp, @softbank.ne.jp. Based on our investigation, the possible reasons include:
Emails being moved to the spam or promotions folder.
Security settings marking the emails as spam, preventing them from being received.
Email rejection settings (e.g., domain-specific email blocking).
As solutions, we recommend the following:
Disable email rejection settings.
Use a Gmail account.
Register only your phone number when placing an order, which allows SHOPIFY to send a short message.
We apologize for any inconvenience this may cause and appreciate your understanding.
You can choose from the following payment methods.
Credit cards: Visa, Mastercard, American Express, JCB
Shop Pay, Apple Pay, Google Pay
In Japan, you can also make payments at convenience stores within 5 days.
Credit cards: Visa, Mastercard, American Express, JCB
Shop Pay, Apple Pay, Google Pay
In Japan, you can also make payments at convenience stores within 5 days.
Unfortunately, we cannot accept cancellations after payment has been confirmed. You can however receive a refund by canceling the order after receiving the item and by returning it under conditions. For more information, please see our cancellation policy.
We are sorry, but we do not offer gift wrapping at this time. Normally, products are packed in washi paper. Paper bags are not included with online purchases. Paper bags are only provided at the pop-up store and in-store and occasionally during specific campaigns.
Our items are available exclusively online through our online boutique.
We also run limited-time pop-up store in Osaka, Tokyo and Nagoya as well as few other cities occasionally.
Please sign up for our newsletter to get more information.
We also run limited-time pop-up store in Osaka, Tokyo and Nagoya as well as few other cities occasionally.
Please sign up for our newsletter to get more information.
Size guide is available besides each product description. We size "small": if you wish to wear it loosely, we recommend one size larger.
If you live in Japan, we accept size exchange by cash on delivery. For details, please refer to "Exchanges and Returns" policy.
If you order from abroad, please be careful when selecting the size as, in case of return for size exchange, you would have to bear the return fee. Thank you for your understanding.
If you live in Japan, we accept size exchange by cash on delivery. For details, please refer to "Exchanges and Returns" policy.
If you order from abroad, please be careful when selecting the size as, in case of return for size exchange, you would have to bear the return fee. Thank you for your understanding.
You can register a different billing and shipping address upon purchase. If you would like to have your order shipped to a different address than the one you registered, please specify it here.
You will receive an email from our company once we ship the item. However, tracking number is not included in this email.
For order of 1 item, in most case, we use Clickpost service by Japan post. This service allows us to save cartons, which matters to us, as it will be shipped in a mailbox size carton, by the size of your item. For this service, tracking number is available only upon request. If you need to know, please send us an email to sales@c-lemaire.com
For orders of 2 items of more, Japan post will send you an email with tracking number once it is shipped, if you have provided your email address upon registration.
For order of 1 item, in most case, we use Clickpost service by Japan post. This service allows us to save cartons, which matters to us, as it will be shipped in a mailbox size carton, by the size of your item. For this service, tracking number is available only upon request. If you need to know, please send us an email to sales@c-lemaire.com
For orders of 2 items of more, Japan post will send you an email with tracking number once it is shipped, if you have provided your email address upon registration.
Currently, we do not have any stores where you can try on our products, but we do hold pop-up stores on a regular basis (in Osaka, Tokyo, and Nagoya) and will send out detailed information about dates and other details in our newsletter.
Please note that size exchanges are accepted in Japan on a cash-on-delivery basis. For more information, please see "Exchanges and Returns."
Please note that size exchanges are accepted in Japan on a cash-on-delivery basis. For more information, please see "Exchanges and Returns."
ABOUT OUR COLLECTIONS
All our products are limited edition and the limited quantity will be stated in the product description.
In most cases, items marked as "sold out" will not be restocked. However, there are exceptions where we may produce only half of an initial batch of production and then produce the remainder at a later date. Quantities may also fluctuate if we receive customer returns, so please check our newsletter and our website for the latest updates.
Please note that if the product image is no longer visible on the website, it means that the product has been completely sold out online.
In most cases, items marked as "sold out" will not be restocked. However, there are exceptions where we may produce only half of an initial batch of production and then produce the remainder at a later date. Quantities may also fluctuate if we receive customer returns, so please check our newsletter and our website for the latest updates.
Please note that if the product image is no longer visible on the website, it means that the product has been completely sold out online.
After purchasing the product, you will receive an automated email about a week later, asking you to leave a review. You will also receive a reminder 5 days later to suggest a review. We apologize for any inconvenience this may cause, but these reviews are very important for us to improve our service. If you would like to share your opinion separately, you can also email us at sales@c-lemaire.com.
We produce premium quality clothes, of the same quality of well-known international premium brand. We are one of the few brand which produces all production in Japan to ensure quality and dedicated work as well as support local industries and ensure reduce CO2 inprint. For our print, we use silk screen printing technique by hand (not laser) to ensure durability of our colorful prints.
For more details, please refer to the reviews made by our customers under each item. All reviews are made by genuine customers, and we do not hide bad reviews. Up to now, more than 90% of product reviews report a 5-star out of 5-star.
For more details, please refer to the reviews made by our customers under each item. All reviews are made by genuine customers, and we do not hide bad reviews. Up to now, more than 90% of product reviews report a 5-star out of 5-star.
To be the first to know about the latest news, please sign up for our newsletter at the bottom of our website. We always give priority to our customers and newsletter subscribers.
In horse racing, men and women compete under equal conditions. Our collection is unisex, so the T-shirts have the same shape for both men and women. You can check the detailed sizes in the "size guide" section above for each size.
RETURN and EXCHANGES
We accept size exchanges and returns under conditions, within 5 days after you receive the item.
If you would like to exchange or cancel an item, please contact sales@c-lemaire.com within 5 days of receiving the item and provide your order number and item number (a 10-digit number starting with CL). Your order number has been sent to you in your order confirmation email.
Please note that the following items cannot be exchanged or returned:
* Items that have been received for more than 5 days
* Products with price tags removed
* Products that have been used or worn
* Products that have been altered or repaired
* Products that have been washed or cleaned by the customer
* Products that have been soiled or damaged by the customer
For customers based in Japan, if you return the item for a size exchange, we will bear the cost of shipment (use “cash on delivery”). However, in case of cancellation, please pay for the return and shipping fees are not eligible for a refund.
For international shipment, please kindly bear the cost of return in any case and share with us the tracking number.
If you would like to exchange or cancel an item, please contact sales@c-lemaire.com within 5 days of receiving the item and provide your order number and item number (a 10-digit number starting with CL). Your order number has been sent to you in your order confirmation email.
Please note that the following items cannot be exchanged or returned:
* Items that have been received for more than 5 days
* Products with price tags removed
* Products that have been used or worn
* Products that have been altered or repaired
* Products that have been washed or cleaned by the customer
* Products that have been soiled or damaged by the customer
For customers based in Japan, if you return the item for a size exchange, we will bear the cost of shipment (use “cash on delivery”). However, in case of cancellation, please pay for the return and shipping fees are not eligible for a refund.
For international shipment, please kindly bear the cost of return in any case and share with us the tracking number.
We apologize for the inconvenience, please contact us at sales@c-lemaire.com.
We apologize for the inconvenience, but please contact us at sales@c-lemaire.com.
PRIVACY POLICIES AND SECURITY
We use Shopify payments, one of the most trusted e-commerce solution. Shopify employs several measures to protect both merchants and customers during transactions:
PCI Compliance: Shopify Payments is Level 1 PCI DSS compliant, adhering to the highest standards for handling credit card information securely.
Data Encryption: All payment data is encrypted to prevent unauthorized access during transmission.
3D Secure Checkouts: Shopify supports 3D Secure checkouts, adding an extra layer of authentication for online credit card transactions.
Fraud Prevention Tools: Shopify offers built-in fraud analysis and tools to help merchants identify and mitigate fraudulent transactions.
By integrating these security features, Shopify ensures that payment processing is both safe and reliable for all parties involved.
In case you prefer not to use online payment, in Japan, you can also pay at convenience store at check-out.
PCI Compliance: Shopify Payments is Level 1 PCI DSS compliant, adhering to the highest standards for handling credit card information securely.
Data Encryption: All payment data is encrypted to prevent unauthorized access during transmission.
3D Secure Checkouts: Shopify supports 3D Secure checkouts, adding an extra layer of authentication for online credit card transactions.
Fraud Prevention Tools: Shopify offers built-in fraud analysis and tools to help merchants identify and mitigate fraudulent transactions.
By integrating these security features, Shopify ensures that payment processing is both safe and reliable for all parties involved.
In case you prefer not to use online payment, in Japan, you can also pay at convenience store at check-out.
Protecting privacy is extremely important to CL by C.ルメール Inc. We have established a Privacy Policy regarding the use of information we collect. This Privacy Policy informs customers of our online boutique (including pop-up stores) and various services about the handling of their personal information. If we make any amendments to this Privacy Policy, we will notify customers by publishing it on the c-lemaire.com website (hereinafter referred to as "our website").
When customers purchase or use our products or services, we may ask for the following personal information:
Name
Address
Email address
Telephone number
Payment information, including credit card details
Other information necessary for transactions
birthday (optional)
gender (optional)
We may also collect information in a way that does not identify individuals, such as the daily number of customers visiting and browsing our website. Additionally, we may log access information such as IP addresses in a non-identifiable manner. For payments, we have partnered with Shopify Payments to ensure security.
We also use Microsoft analytics tool to help us understand how visitors interact with our website. Microsoft Clarity collects data such as clicks, scrolls, and page navigation in an aggregated and anonymized form to improve our site's performance and user experience. No personally identifiable information is collected.
CL by C.ルメール Inc. will use the collected personal information within the scope of the following purposes:
Providing products and services handled by our company (hereinafter collectively referred to as “our services, etc.”)
Offering information and support related to our services, etc.
Sending notifications and managing events such as pop-ups
Responding to inquiries and consultations regarding our services, etc.
Improving our services, etc.
Handling billing, payments, and tax-related procedures
Responding to inquiries and consultations related to transactions
Conducting surveys and analyzing marketing data related to our services, etc.
We will properly protect personal information based on this Privacy Policy and, except as required by law, will not use customers' personal information beyond the reasonable scope of the stated purposes.
Use of Cookies:
We may save cookies on customers' computers. Cookies are small data files that are stored on a customer’s hard drive when they visit a website. This allows us to collect information about customer navigation on our website (such as visit times, browsing transitions, and browser types used). The information obtained through cookies is used for marketing research, such as tracking product trends, and for improving and updating our website. Customers can restrict the storage of cookies; however, please note that doing so may prevent the website from functioning correctly.
When customers purchase or use our products or services, we may ask for the following personal information:
Name
Address
Email address
Telephone number
Payment information, including credit card details
Other information necessary for transactions
birthday (optional)
gender (optional)
We may also collect information in a way that does not identify individuals, such as the daily number of customers visiting and browsing our website. Additionally, we may log access information such as IP addresses in a non-identifiable manner. For payments, we have partnered with Shopify Payments to ensure security.
We also use Microsoft analytics tool to help us understand how visitors interact with our website. Microsoft Clarity collects data such as clicks, scrolls, and page navigation in an aggregated and anonymized form to improve our site's performance and user experience. No personally identifiable information is collected.
CL by C.ルメール Inc. will use the collected personal information within the scope of the following purposes:
Providing products and services handled by our company (hereinafter collectively referred to as “our services, etc.”)
Offering information and support related to our services, etc.
Sending notifications and managing events such as pop-ups
Responding to inquiries and consultations regarding our services, etc.
Improving our services, etc.
Handling billing, payments, and tax-related procedures
Responding to inquiries and consultations related to transactions
Conducting surveys and analyzing marketing data related to our services, etc.
We will properly protect personal information based on this Privacy Policy and, except as required by law, will not use customers' personal information beyond the reasonable scope of the stated purposes.
Use of Cookies:
We may save cookies on customers' computers. Cookies are small data files that are stored on a customer’s hard drive when they visit a website. This allows us to collect information about customer navigation on our website (such as visit times, browsing transitions, and browser types used). The information obtained through cookies is used for marketing research, such as tracking product trends, and for improving and updating our website. Customers can restrict the storage of cookies; however, please note that doing so may prevent the website from functioning correctly.
OTHER
In Japan, we do not include a receipt, but if you wish, please contact sales@c-lemaire.com. If you would like a receipt with the name of the company, please enter the name of the company when ordering.
For international document, we will include shipping documents for customs purpose. If you need a company invoice, please send us an email. Please note that sales to company, rather than individuals, may trigger extra customs clearance by your local customs office.
For international document, we will include shipping documents for customs purpose. If you need a company invoice, please send us an email. Please note that sales to company, rather than individuals, may trigger extra customs clearance by your local customs office.
First, enter the email address you normally use for ordering on the login page to obtain a six-digit login code. This email address will be your ID.
If you create a My Account, you will have the following benefits. * You can view your order history
* You can change or save multiple shipping addresses
* See the total amount spent to date and receive benefits when applicable (see our loyalty program section)
* change your registered name.
However, the e-mail address originally registered as an ID cannot be changed. If you wish to do so or merge 2 accounts created via 2 separate email addresses, please contact sales@c-lemaire.com
* You can change or save multiple shipping addresses
* See the total amount spent to date and receive benefits when applicable (see our loyalty program section)
* change your registered name.
However, the e-mail address originally registered as an ID cannot be changed. If you wish to do so or merge 2 accounts created via 2 separate email addresses, please contact sales@c-lemaire.com
There are opportunities to meet us and Christophe at various events. If we receive a large number of applications, we may hold a lottery, but we will regularly send out newsletters about such events.
You will only receive our newsletter if you sign up. If you no longer wish to receive it, simply follow the unsubscribe link at the bottom of our newsletter emails. Unsubscribing will not affect your account in any way.
We send out newsletters on average twice a month. We aim to send them at a moderate frequency, and mainly send out information about new collections, pop-up stores, special campaigns, and news about jockey Lemaire. Horse racing news can also be found on our website blog every other friday under the blog section (in Japanese only).
Please contact us at sales@c-lemaire.com.
We track the history of purchase using the ID (email address) you registered with, so it is important that you always use the same ID.
Current loyalty program in place is as follows:
We registered online sales since 2022. A special original gift (a non-retail item worth 10,000 yen) is offered to customers whose total purchase price reaches 150,000 yen.
"Total Purchase Amount" refers to the amount that CL by C.Lemaire can track from one ID (registered email address), and may not be reflected if the payment is made by a third party, such as a pop-up store in a department store.
Please note that the loyalty program only applies to customer based in Japan. Thank you for your understanding.
Current loyalty program in place is as follows:
We registered online sales since 2022. A special original gift (a non-retail item worth 10,000 yen) is offered to customers whose total purchase price reaches 150,000 yen.
"Total Purchase Amount" refers to the amount that CL by C.Lemaire can track from one ID (registered email address), and may not be reflected if the payment is made by a third party, such as a pop-up store in a department store.
Please note that the loyalty program only applies to customer based in Japan. Thank you for your understanding.