Goldwin Inc. (Headquarters: Minato-ku, Tokyo; President and Representative Director: Takao Watanabe) announces that starting Tuesday, October 1, 2024, the company will move to a fully online repair application system for products from its various brands, to be handled at its repair center in Oyabe, Toyama Prefecture, with the aim of further enhancing the quality of its repair services. In line with this change, in-store repair application services*1 will end on Monday, September 30, 2024. In addition, on Friday, September 20, 2024, Goldwin will open a second permanent repair service, “REPAIR,” within the newly expanded and renovated The North Face+ Grand Front Osaka store.
Goldwin Inc. is committed to helping customers enjoy their purchased products for as long as possible. When a product’s functionality is compromised or damaged after purchase, our repair center specialists evaluate the best possible solution to restore functionality. With increasing awareness of environmental sustainability, product life cycles are extending, and the number of repair requests to our repair center has been increasing year after year (see Figure 1). In response to the increasing demand, we have expanded our repair system, including hiring more staff and reducing repair times. However, we anticipate that the demand for product repairs will continue to increase in the future, so we have decided to standardize the repair request process to online submission. By moving to an online system, we aim to streamline the application process and improve communication between customers and repair staff, resulting in a more efficient and improved repair service.
Customers can submit repair requests online at any time, from anywhere in Japan*2, and check the progress of their repair online. Once repairs are completed, products will be shipped directly to the registered address. While in-store applications will no longer be available after the end of September 2024, Goldwin’s directly managed stores will continue to assist customers with online applications and registration procedures.
Figure 1: Increasing Trend in Repair Requests
Although the number of repair requests temporarily declined in fiscal year 2020 due to the impact of the COVID-19 pandemic, it has been steadily increasing since then.In fiscal year 2023, we received approximately 24,000 repair requests, a 20% increase from the previous year.
*1: Our directly managed stores will continue to provide support for online applications and registration procedures.
*2: A Goldwin Members account is required to use this service.
■ Details on Repair Center Applications Here:
https://www.goldwin.co.jp/store/guide/shoppingguide_guide20.html
■ Repair Services by Brand
Goldwin Inc.’s repair center accepts repair requests for products from the following brands. Please check the specific repair details for each brand before submitting your request, as some services may vary.
Goldwin／THE NORTH FACE／HELLY HANSEN／icebreaker／macpac／241／
SUNSKI／NEUTRALWORKS.／canterbury／Speedo／ellesse／DANSKIN／nanamica
Permanent Repair Service “REPAIR”
In December 2022, we launched our first permanent repair service, “REPAIR,” in The North Face Camp (Yebisu Garden Place’s Center Plaza). This service allows customers to easily consult about product repairs at any time.
Our in-store repair craftsmen are available to assess products brought in and provide repair services tailored to each product’s condition.*3 *4
*3: Reservations for the permanent repair service must be made in advance through the store’s dedicated website.
*4: Certain repairs cannot be handled using the permanent repair service and may require processing at the repair center.
■ New Permanent Repair Service Opening at THE NORTH FACE+ Grand Front Osaka on September 20, 2024
On the same day as the store’s reopening after expansion and renovation, we will launch a second permanent repair service “REPAIR” within The North Face+ at Grand Front Osaka. Please check store information for more details.
Instagram：tnf_grandfront_osaka
■ Reservations for the “REPAIR” Permanent Repair Service
Reservations for the “REPAIR” services at The North Face Camp (Yebisu Garden Place) and The North Face+ Grand Front Osaka can be made through our “Repair Reservation System.”
Reservations：https://www.goldwin.co.jp/store/blog/i/?article_id=865224
*Please note that repair requests to our repair center are only available to customers with a Japanese address. Unfortunately, we are unable to accept requests from outside Japan. Thank you for your understanding.