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Frequently Asked Questions

Boutique services

Back offers you the possibility to buy online and pick-up your order in boutique.

At checkout, simply select the option "Pick up in boutique" and collect your order in one of the available locations.
You will be notified by email when the items are ready for pick-up.

Your order should be collected within 15 days from the receipt of the notification email, otherwise it will be shipped back to our Distribution Center.

To collect the order, you or registered gift receiver need to present:

• A valid ID

• The shipping confirmation email (printed or on a mobile device)

If someone else is collecting the order for you, they need to bring:

• Their own ID

• A copy of the client's valid ID

• The shipping confirmation email (printed or on a mobile device)

Letter of Authorization

Please note: by choosing pick up in boutique cash on delivery and post payment will not be available.
Our store will help you to purchase items online that are not available in the store at the moment of your visit. Do not hesitate to ask for further information to our staff or contact our Client Service in order to discover more about this convenient service.
You may return any item purchased with Credit card or Paypal on within 20 days of receipt to one of our available locations.

You may exchange any item purchased with Credit card or Paypal on within 20 days of receipt to Ginza / Aoyama / Namba / Kobe / Sendai / Roppongi Hills.

Make sure that:

• Items are returned unworn, undamaged and unused, with all tags attached and the original packaging included

• If you wish to return a pair of shoes, please return them inside their original box

• The package can only be shipped from the same country it was delivered to. Boutiques in different countries will not be able to accept your return.

• Please remember that items can be exchanged only one time.

Our Client Advisors will take care of shipping the return to our distribution center on your behalf, and assist you in placing a new order or shopping in-store.
You may reserve an item available in boutique directly from the product page.

Enter the product page, select your size and click on Availability in Boutique. Choose the location where you wish to reserve your item and click on Reserve Item.

Our boutique will contact you as soon as possible in order to confirm the availability and arrange an appointment.

After you receive the confirmation of availability, the product is exclusively reserved for you until the end of the following day.
If you wish to book a direct appointment with one of our boutiques, refer to our Store Locator to get in touch with them.

Our Client Advisors will be glad to guide you through a personalized selection of items hand-picked for you.

Once in the store, should the item of your choice not be available, our staff can also assit you with an online purchase.