Basic Policy on Customer Harassment
- 1. Introduction
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AURALEE strives to make clothes that our customers can wear and cherish. We are also committed to individually providing the best possible service to each of our valued customers. The feedback, comments, and requests we receive from our customers are an important voice that helps us improve and better our products and services. We highly value this voice and will continue to consider this feedback sincerely.
At the same time, conduct that goes beyond what is socially acceptable can harm the wellbeing of our employees and damage their working environment. We believe that protecting and providing an environment where our employees can work with peace of mind leads to better products and services for all of our customers. We have therefore set out our approach towards customer harassment, and how we respond to it, in this Policy.
- 2. Scope
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This Policy covers all interactions between our employees and our customers and business partners, whether in our stores, through our online store, or by telephone, email, social media or any other means.
- 3. Definition of Customer Harassment
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We define customer harassment as any request or conduct by a customer or business partner that goes beyond what is socially acceptable in its content, or in its means or manner, and that harms the working environment of our employees.
- 4. Examples of Customer Harassment
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The examples below are not exhaustive.
- Requests whose content goes beyond what is socially acceptable
- Requests unrelated to our products or services, or requests without any basis
- Requests for treatment that goes well beyond our terms of use or terms of sale
- Demands for unjustified monetary compensation or damages
- Means or manner that goes beyond what is socially acceptable
- Physical attacks, such as assault or causing injury
- Threats, verbal abuse, insults, attacks on a person's character, or demands that an employee kneel down to apologize
- Intimidating behavior, such as shouting
- Persistently repeating the same question or request (whether by telephone, email, store visit or social media)
- Staying in a store for a long time, or keeping an employee on the telephone for a long time
- Photographing or recording employees without their consent, posting such images or recordings on social media or elsewhere, or suggesting that they will be posted in order to have a demand met
- Persistently asking for employees' personal information, or following employees or lying in wait for them
- Sexual or discriminatory conduct
- Requests whose content goes beyond what is socially acceptable
- 5. How We Respond to Customer Harassment
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If we determine that conduct amounts to customer harassment, we will respond as follows.
- We will not leave an employee to deal with it alone. We will respond as an organization.
- If the same request is repeated after we have fully explained our position, we may end the interaction.
- We may refuse or stop purchases in our stores and online store (including orders already placed) and the use of our services. For the online store, we will take these steps together with BBF Co., Ltd., the seller for the online store.
- In cases we consider malicious, we will work with the police, lawyers and others, and respond appropriately, including by taking legal action.
- To respond appropriately, we may keep records of interactions, including audio and video recordings.
- 6. Protecting Our Employees
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- We will make this Policy and how to respond to customer harassment known to all employees, and provide training.
- We will protect the privacy of employees who seek advice, and will not treat them unfavorably for having done so.
- 7. Our Request to Customers
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We believe that our customers and our employees stand on an equal footing and should respect each other. So that our stores and services remain ones that customers can continue to use with peace of mind, we ask for your understanding and cooperation with this Policy.
Adopted on October 1, 2026
Hirofumi Kobayashi, Representative Director, Auralee Co., Ltd.
Hirofumi Kobayashi, Representative Director, AURALEE Co., Ltd.