FAQ

[About shipping and delivery time]
Q: Is there a shipping charge?
A. Shipping is free within Japan.

Q: Who is the delivery company?
A.We deliver via Yamato Transport .

Q. Can I specify a delivery company?
A. We are very sorry, but we cannot accept requests to specify a delivery company.

Q. Do you ship overseas?
A. We currently do not ship overseas.
Please note that we only deliver within Japan. 
We are very sorry that we cannot accept an order from outside of Japan due to the logistic and payment problem.

Q: How long does it take from ordering to shipping?
A. We usually ship within 7 business days after receiving your order.
For pre-order items, please check the display for each product.
*The above does not apply if transportation services are disrupted due to weather or other factors.
*During certain events, congestion on transport routes is expected. Also, please understand that there may be temporary cases of increased luggage volume.

Q. I would like to know about the delivery status.
A. You can check the delivery status using the parcel tracking URL included in the "Order Shipping Notification" email we send you after your order has been shipped.

Q. Regarding redelivery of products due to long-term absence, etc.
A. If you are unable to receive your purchase due to an extended absence, etc., we ask that you arrange for redelivery yourself.
In addition, if you are not able to receive your ordered item and it is returned to the sender, your order will be cancelled.
We apologize for the inconvenience, but we ask that you place a new order for the product you wish to purchase.

[Payment]
Q.What types of payment methods are available?
A. You can choose from credit card, Apple Pay, or cash on delivery .

・The following credit cards can be used:
VISA, MasterCard, American Express

・The following cards can be used with Apple Pay.
MasterCard, American Express *Please note that credit cards and electronic money (Suica, iD, QUICPay, etc.) other than those listed above cannot be used.

Q. Can I pay in installments using a credit card?
A. We are sorry, but we do not offer installment payments.
It may be possible to split the payment into installments using the services of your credit card company. For details, please contact the credit card company you use for payment.

Q. About COD fees
A. There is no charge for cash on delivery. We will cover the fees, so please feel free to use our service.
*This offer cannot be used if the total amount of a single order exceeds 300,000 yen (tax included).
*Please note that payment by cash on delivery is only accepted in cash.

Q: Can I get a receipt?
A. The product receipt is as follows:

- In the case of cash on delivery, the delivery company's receipt will serve as your receipt under tax law, so we cannot issue a duplicate receipt.
Therefore, please use the receipt issued by the delivery company. (The part of the shipping label attached to the outer box serves as the receipt.)
*The addressee cannot be changed. Please be careful when placing your order.
* Receipts cannot be reissued, so please keep them in a safe place.

・If you pay by credit card, the "Statement of Charges" issued by each credit card company will serve as a receipt.

[About member registration]
Q. Does it cost to register as a member?
A. Membership registration is free. If you would like to register as a member, please apply via the link below.
Register as a member here

Q. I can't register as a member.
A. Please check the error message displayed in red and then proceed with the registration process.

Q. I changed my ID (email address) and password, but the old information is still written back on the login screen.
A. Your old ID (email address) and password may be saved in your browser, so please update your information. (The method for doing so will vary depending on your browser and device.)

Q. My ID (email address) has changed. Can I change the registered information?
A. We will process the changes to your registered information, so please contact us using the information below.
Contact form here

Q. Can I change my registered information from my page?
A. You can change your shipping address on your My Page.
If there are any changes to your registration details, please contact us using the details below and we will take care of the necessary procedures.
Contact form here

Q. I would like to stop receiving the email newsletter.
A. If you wish to unsubscribe, please follow the link in the footer of the newsletter or follow the procedure here .

[Returns and exchanges]
Q. What should I do if I receive a defective product or a product different from the one I ordered?
A. We take every precaution to ensure that products are delivered to you in perfect condition, but if the product you receive is dirty or damaged, or different from what you ordered, please contact us using this form within 8 days of receiving the product.
We will promptly exchange the item, or refund your purchase if we are unable to provide a replacement.

Please note that even in this case, we cannot accept exchanges for the following products:
・Products that have been delivered more than 8 days ago ・Products that have been used, remodeled, washed or cleaned ・Products with tags or labels removed or accessories missing ・Products that have acquired an odor, stains or scratches while in the customer's possession ・Products that are significantly different in condition when returned from when they were delivered (including the box and accessories)
・Other items not eligible for return

Q. If the color, size, shape, or texture of the product I received is different from what I expected, can I return or exchange it?
A. Please contact us using this form within 8 days of arrival .

If you have any comments, requests, or questions about our products, please feel free to contact us using the inquiry form below.
Contact form is here
*Inquiries received on holidays will be handled on the next business day or later.