FAQ

About payment

Q.What are the payment methods?

Both regular products and pre-order products

You can pay by credit card, Shop Pay, Apple Pay, and Google Pay.

*VISA, JCB, AMEX, and Master Card are accepted as credit cards.

Q.Can I issue a receipt?

We can accommodate you.

After completing your order, there will be a button to issue a receipt, so please issue it from there.

About your order

Q. How can I check the details of my order?

After your order is completed, a confirmation email will be sent to your registered email address within a few minutes.

You can check the contents of that email or go to "Orders" on the shop app.

Q.When I clicked the "Proceed to purchase" button, it was sold out.

I am very sorry.

The system is designed to reduce inventory when you press the "Proceed to purchase" button.

There is a possibility that another customer purchased the last stock just before.

Q. I would like to cancel my order. Is it possible?

We apologize for the inconvenience, but once you press the "Proceed to purchase" button, we will begin preparing for shipping.

Once the button is pressed, it cannot be canceled or changed.

Returns and exchanges will only be accepted if there is a defect in the product after it arrives.

We apologize for the inconvenience, but we would appreciate it if you could contact us via the inquiry form by email with your order number within 7 days of receiving the product.

*Depending on the order details and product condition, we may not be able to accept returns or exchanges of ordered products.

For more information, please see "Returns and Exchanges" below.

Q. I placed an order, but I did not receive a confirmation email.

We are sorry for your concern.

After completing your order, we will send you an email to notify you that we have received your order.

If you have not received the email, your order may not have been confirmed or the email you registered may have been incorrect.

Please let us know using the contact form.

About returns and exchanges

Q.Can I change the products I ordered?

We do not accept exchanges for ordered products, including size exchanges, unless the product is defective.

Q.The product I received was different from the image, so I would like to return or exchange it.

Returns and exchanges are possible within 7 days of receiving the product only if there is a defect in the product.

However, we cannot accept returns or exchanges using methods other than those specified by our shop.

Regarding returns and exchanges, we will exchange the item for the same item only if it is in stock.

If we do not have stock that can be exchanged, we will issue a refund.

We apologize for the inconvenience, but please contact us via the inquiry form within 7 days after receiving the product.

Please contact us by entering your name, email address, and order number.

In addition, returns and exchanges due to customer convenience such as different from the image or change of mind, etc.

Please note that we cannot accept returns or exchanges for products that have been used once.

Q. The product I received was damaged. Can I return or exchange it?

If the product you receive is defective or incorrectly delivered, we will exchange it.

If we receive your product and find that it is defective, we will replace it with the same product as long as it is in stock.

If we do not have stock that can be exchanged, we will issue a refund.

About membership registration and membership services

Regarding delivery

Q.Can I specify the date and time of product arrival?

We are very sorry, but we cannot accept requests for your desired delivery date and time.

So thank you in advance for your understanding.

Q.How many days will it take for my order to arrive after I place an order?

Delivery times vary depending on the delivery area, weather, and traffic conditions.

Please note that product shipping times vary depending on the time of your order.

This will be done within 5 business days from the date of payment.

*If the shipment volume is large, the item may be shipped the next business day or later.

*Saturdays, Sundays, holidays, summer vacation, We do not carry out shipping operations during the year-end and New Year holidays and temporary closures. Thank you for your understanding.

Q.Can I choose the delivery company?

We are sorry, but we only deliver via Sagawa Express.

However, we only deliver to Okinawa via Yamato Transport.

Q.How much is the shipping charge?

For each order (delivery to one location),

The price is 880 yen (tax included) for Honshu, 1320 yen (tax included) for some areas (Hokkaido, Shikoku, Kyushu), and 2200 yen (tax included) for Okinawa.

Q.Can I change the designated delivery date?

Once the shipping process has been completed, we will not be able to accept your request, so please contact the delivery company (Sagawa Express or Yamato Transport).

Q. I was unable to receive the item because I was not present at the time of delivery.

If you are absent, the transportation company's driver will mail you a notice of absence.

Please contact your local transportation company office listed there and inform them of a date and time that is convenient for you.

In the unlikely event that the storage period (7 days) is exceeded and the product is not received, the product will be returned to us.

In that case, we will have to reship the product, so please fill out the inquiry form.

Please let us know your name, email address, and order number.

*Please note that the customer will be responsible for the actual shipping costs for redelivery.

*If there are many returns due to long-term absence, we may ask you to refrain from using this site. Please note.