FAQ
[Before ordering]
Q: How much is the shipping fee?
A: The shipping fee is a flat rate of 500 yen (tax included) nationwide.
Additionally, members can enjoy free shipping on orders over 9,999 yen.
*Additional shipping charges may apply to some areas, such as Hokkaido, Okinawa, and remote islands.
*Shipping conditions may change during the campaign period. Please check each campaign page for details.
Q: What are your store's operating hours?
Email: We receive emails 24 hours a day
. *If you contact us on weekends, holidays, or after 6:00 PM, we will reply on the next business day.
We strive to reply as quickly as possible, but there may be delays outside of business hours or during busy periods.
We are responding in the order in which we receive inquiries, so we appreciate your understanding.
Q: What should I do if I forget my password?
A: When logging in, click "Forgot Password," and an automatic password reset email will be sent to your registered email address. Please register again and set a new password.
If you do not receive the automatic reset email, please contact customer service.
Q: How can I change my registered address and email address?
A: You can change your registered customer information, such as address, phone number, and email address, from your My Page. If you wish to
change your address or email address after payment, please contact us via email or phone.
Q: How do I cancel my membership (unsubscribe)?
A: To cancel your membership, please contact customer service by email
(please include the email address you used when registering).
Q: What is the payment deadline?
A: The payment deadline is within 14 days from the day after purchase.
*If the deadline is missed, the order will be automatically canceled.
Q: Can I specify the arrival date?
A: We are very sorry, but we do not offer a service to specify the arrival date of your order. We will notify you by email after your order has been shipped, so please check the delivery status and the shipping company using the tracking number.
[After placing your order]
Q: What is the delivery status of the item I ordered?
A: We will notify you by email after the item has been shipped.
You can check the delivery status and carrier using the tracking number. Once the item has cleared customs in Japan, please contact your nearest post office or branch office.
We will also explain the situation if you are unable to track your package.
Our products are shipped from overseas warehouses. Unlike domestic shipping, overseas shipping requires two customs clearance procedures. Once
customs clearance in Japan is complete, the delivery company (Sagawa Express or Japan Post) will take over the tracking number and update the tracking information. You can then check the status, so please rest assured. We
will support and assist you until your item is safely delivered to you. We sincerely apologize for any anxiety or inconvenience this may cause, and we appreciate your understanding.
Q: When will my order arrive?
A: Orders are usually delivered within 3-7 days after shipment.
Please note that delivery times may vary depending on logistics, weather, and order volume.
After shipment, we will send you a tracking number via email so you can check the delivery status.
If the delivery status is not updated even after some time has passed since shipment,
please contact customer support.
We will investigate and respond accordingly.
Q: I want to cancel an unpaid order. How do I do that?
A: The payment deadline is within 14 days from the day after purchase. If the deadline passes, the order will be automatically canceled. If you leave it as is, it will be automatically canceled, so please don't worry.
A: If you wish to cancel an unpaid order, please follow these steps.
How to cancel an order:
1. Click the [My Page] icon in the upper right corner
. 2. Click Order History.
3. Select the order you wish to cancel. Click [Cancel].
4. Enter the reason for cancellation and click [Yes].
5. Order cancellation successful.
Q: Can I return an item? How long does it usually take to get a refund?
A: Yes, you can return an item. If you wish to return or exchange an item, please contact us by email or phone within one week of receiving the item. Please note that we cannot accept returns or exchanges without prior contact.
Also, regarding the time it takes for refunds, at this time, it is beyond our control, and due to the impact of the coronavirus, various shopping companies are also affected, so the refund process, which normally takes 2-3 weeks, may take up to 1 month at this time.
Q: I haven't received an order confirmation email. Has my order been placed correctly?
A: We sincerely apologize for any inconvenience this may have caused.
We send an automated order confirmation email within a few minutes of you placing your order. If you have not received any such email, it is possible that your order was not confirmed or that the email address you provided is incorrect. Please contact us using the inquiry form below. Please also check the following possible causes.
■ If you are using a free email service
such as hotmail.com, hotmail.co.jp, yahoo.co.jp, or goo.co.jp,
the server providing the free email address may restrict email reception, and even if the address is fine for general use, you may not receive our emails. If you do not receive an email from our store, please check your spam folder. We would also appreciate
it if you would add our email address to your allowed senders list.
■ Depending on your email software settings:
Depending on the settings of your email software or security software, emails may be automatically deleted. Please check your spam folder, as emails from our store may be in it.
Q: What should I do if I don't receive a payment confirmation email?
A: We verify your payment using the phonetic spelling of your name provided during registration. Please check if the name you registered with matches the name of the account holder. If you do not receive a payment confirmation email, please contact customer service.
Q: Can I change the delivery address?
A: You can change the delivery address from your order history before the order is prepared for shipment. (Changes after shipment will incur an additional fee.)
If you are unable to change it yourself, please contact our customer service.
Q: Can I change my order if I ordered the wrong size, color, or quantity?
A: If you ordered the wrong item, please place a new order. If you have already paid by credit card or other means, please contact customer service by email.
Q : I would like to add items to an order that has already been confirmed. How can I do that?
A: If you wish to add items after payment has been made, please contact our customer service department.
(Please note that we cannot combine items if the shipping addresses are different.)
Q: Is there a separate shipping fee for additional orders?
A: Please contact us by email or phone in advance if you wish to place an additional order. If we can ship the additional order together with your previous order, there will be no additional shipping fee.
Q: My items arrived in separate packages. How will the shipping cost be handled?
A: In the case of large orders, items may be shipped in separate packages. In that case, we will cover the shipping cost for the second package, so please rest assured.
Q: I would like to be contacted after the item has been shipped.
A: After the item has been shipped, we will send you an email with the tracking number.
Q: How can I check the delivery status?
A: We will notify you by email after your item has been shipped, so you can check the delivery status and carrier using the tracking number. After your item has cleared customs in Japan, please contact your nearest post office.
Q: I would like to know the arrival date of my order.
A: We will arrange for shipment within 7 days of order confirmation, however, due to limited staffing at our warehouse, preparation time may be longer.
Also, while delivery usually takes 1-3 days from shipment, delays are highly likely at each stage of delivery due to the current circumstances. We apologize for the inconvenience, but if you are unable to track your order after one week, please contact our customer service.
Q: I want to cancel my order.
A: If you wish to cancel your order, please contact us by email or phone.
Q : What happens to refunds if I exchange or return an item?
A: All matters regarding returns, refunds, and exchanges will be handled via email. Please contact us via email within 7 days of receiving your item.
For details, please refer to our " Exchange and Return Policy ".