Thank you very much for your continued support of HUMAN MADE.
We would like to address an issue that occurred during the sale of the "HUMAN MADE × Pokémon" collaboration items second release, which launched on May 23, 2026. Specifically, a system error occurred where certain orders placed through our official e-commerce site could not be fulfilled and had to be cancelled, even after customers successfully completed their purchases.
We deeply apologize for the immense inconvenience and disappointment this has caused our customers who were looking forward to receiving their items.
[Cause]
While we are still thoroughly investigating the exact details, we have confirmed two primary causes. First, we experienced a massive surge in web traffic in a short window of time, far exceeding our expectations. Second, we detected intentional excessive access traffic aimed at making purchases.
Together, these factors overloaded our e-commerce system, causing a mismatch between our inventory and purchase data; this resulted in a situation where items could not be prepared, even after order confirmations had already been sent.
[Prevention]
We view this incident with the utmost gravity. To build a more secure and reliable shopping experience for our customers, we are fully committed to thoroughly implementing preventative measures. This includes strengthening our system infrastructure, enhancing our countermeasures against high-traffic spikes, reviewing our monitoring systems, and improving our inventory and order management structures.
[Regarding Made-to-Order Re-sales]
As part of our commitment to customers whose orders were cancelled after receiving an order confirmation, we will be launching a special made-to-order re-sale for the items originally ordered. We will email the affected customers with full details as soon as our preparations are finalized.
[Regarding Refunds]
We are currently processing refunds for all impacted orders in sequence, and you will receive a separate confirmation email once your refund is processed. Please note that the exact timing of the credit appearing in your account depends entirely on your payment provider; for specific details, please contact your card issuer or payment service directly.
Additionally, we extend our deepest apologies to our loyal customers, our business partners, and our shareholders. We deeply regret the concern this incident has caused to everyone who places their trust in our brand.
We treat this incident as a critical management priority and are dedicated to resolving it with the absolute sincerity you deserve from us.
HUMAN MADE Inc.
