FAQ

How many days will it take for the product to arrive after I order?

We have listed deadlines such as [Delivery within one week] and [Pre-order]. In the case of [Pre-order], the date is listed on the product description page. Please note. After placing an order, you will receive a shipping notification within 2-3 days, and it is expected that the item will be delivered within 3-4 days after the notification. However, there may be rare delays due to customs clearance, etc. The tracking number will be reflected about 3 days after the shipping notification.
*If your item has not arrived within one week after the shipping notification, please contact us usingthe inquiry form .

I received a shipping notification but the item hasn't arrived yet.

It may take some time for customs clearance. If your package has not arrived within one week of being shipped, please contact us viathe inquiry form as this may be due to an incorrect address.

Can I specify the delivery date and time?

We do not accept requests for specific dates or times.
We kindly ask for your understanding.

Can I specify delivery to a designated location?

We do not accept deliveries to designated areas.
We kindly ask for your understanding.

Can I pick up my order at a convenience store?

We do not accept pick-up at convenience stores.
We kindly ask for your understanding.

Can I change my shipping address?

Before shipping: Changes may be possible, so please contact us usingthe inquiry form .
After shipping, please change the tracking number yourself using the shipping notification.
*It will take about 3 days for the tracking number to be updated after the shipping notification.

I made a mistake with my address. Can I change it?

Please contact us usingthe inquiry form to provide us with your correct address.

Can I ship outside of Japan?

We also accept orders for shipping overseas. Please note that depending on the shipping area, it may take up to 3 weeks.
Also, shipping costs vary by country, so please check the shipping costs on the payment screen.

I received a shipping notification, but the tracking number doesn't reflect the information.

It takes about 3 days for the tracking number to be updated after notification. Please be patient as there may be delays due to customs procedures.
If your item has not arrived within one week after the shipping notification, please contact us usingthe inquiry form .

I received a shipping notification, but only some of the items have been delivered.

In order to deliver your order as quickly as possible, if you purchase multiple items, we may ship them in the order that they are ready.
Please wait a little while until all items arrive.

I received the cancelled item.

Due to time lags, it may not be possible to complete the delivery suspension procedure in time.
We apologize for the inconvenience, but we would appreciate it if you could contact us usingthe inquiry form .

Can I cancel my order?

We do not accept cancellations after the item has been shipped.
Cancellation before shipment is possible, so please contact us usingthe inquiry form .

I would like to know the reason for the cancellation due to out of stock.

In rare cases, we may not be able to deliver your item if there is a problem with the item we had prepared.
We sincerely apologize for any inconvenience caused and appreciate your understanding.

I received the cancelled item.

Due to time lags, it may not be possible to complete the delivery suspension procedure in time.
We apologize for the inconvenience, but we would appreciate it if you could contact us usingthe inquiry form .

Can I return or exchange an item after it arrives?

As a general rule, we do not accept returns or exchanges after payment has been completed. Please check the size and color before purchasing.
We inspect all products, but in the unlikely event that you receive a defective product or have had a shipping error, please contact us viathe inquiry form within 3 days of receiving the product, attaching a photo of the QR code on the product bag and a photo of the defective area.
Once we have confirmed that the product is defective, we will process the return or exchange.

I received a different product than the one I ordered.

We are very sorry for the inconvenience.
Please check the details of your order once again, and if there are any discrepancies, we will exchange or refund your order, so please contact us usingthe inquiry form .

I received a different size than the item I ordered.

Please contact us usingthe inquiry form .

The product I received was defective or incomplete.

We sincerely apologize for the inconvenience. We will exchange or refund the product, so please contact us usingthe inquiry form .

I requested a size and color change immediately after payment, but the original product was delivered.

We sincerely apologize for the inconvenience. It is possible that we were unable to stop shipments due to the time lag caused by the change.
Please contact us usingthe inquiry form so we can process your request.

If I get a refund, when will it be credited?

1. If you pay at a convenience store, we will ask for your bank name, branch name, and account number, and we will remit the money within 3 business days.
2. For credit card payments, the time it takes for the payment to be reflected varies depending on the terms of the customer and the credit card company. For details, please contact your card company.
3. In the case of payment by PAYD, the time it takes for the payment to be reflected varies from customer to customer. Please contact PAYD for details.

If I pay in cash at the store, can I get a refund or exchange?

As with customers who have paid online, in principle we do not accept returns or exchanges after payment has been completed.
However, we may accept your request after checking the actual product only if there is a defect in the product after it arrives. If you would like a refund or exchange, please contact the store with your 6-digit order number.
Store phone number: 03-6804-9277

I want to change my billing address.

You cannot change the billing address after payment has been completed.
Please rest assured that we will not send invoices or other documents to your registered address, and there will be no impact on the delivery of your items.

I want to change my payment method.

If you pay at a convenience store, your order will be automatically cancelled once the payment deadline has passed, so you will need to make a new purchase.
For other payment method changes, please contact us usingthe inquiry form .

I was able to use Amazon Pay before, but now it's not available.

The Amazon Pay service at our shop will end on January 6, 2025.
We apologize for the inconvenience, but we ask that you consider other payment methods.

I don't know how to proceed with Epsilon Payment (convenience store payment).

At checkout, do not select "Express Checkout," but enter the shipping information below and tap the light blue "Continue to Select Shipping Method" button. On the next page, select Convenience Store Payment (GMO Epsilon). After completing your order, you will receive a payment notification from "sendonly@epsilon.jp." Please note that your payment will be considered complete when you complete the payment.
*Payment is due within 3 days after placing an order. If payment is not made within this period, your order will be automatically cancelled.

I haven't received the epsilon payment (convenience store payment) email.

You will receive an email from "Pay Later (Paidy) noreply@paidy.com" with information about convenience store payment. Please check your spam folder as this email is often sent to your spam folder.
If you are unable to confirm the information, please contact us usingthe inquiry form .

The deadline for Epsilon Payment (convenience store payment) has expired.

If the payment deadline has passed, your order will be automatically cancelled, so please make a new purchase.

I don't know how to proceed with Paidy deferred payment (convenience store payment).

At checkout, do not select "Express Checkout", enter the shipping information below, and then tap the light blue "Continue to Select Shipping Method" button.
On the next page, select Pay Later. Enter your email address and mobile number, then enter the 4-digit verification code sent to you via SMS to complete your purchase.

I would like to know more about how to use Paidy.

1. Shopping with Paidy: Select Paidy on the store (online shop) payment screen. Enter your email address and mobile phone number. Enter the 4-digit verification code sent by Paidy to your mobile phone (SMS). Select the number of payments (lump sum or installments). Payment process complete. Confirm the payment details in the acceptance email from Paidy.
*The way Paidy payments are displayed may vary depending on the store.
2. Payment to Paidy: You can pay for one month's usage in one lump sum the following month. The billing amount for the current month (the amount used in the previous month) is finalized by 13:00 on the 1st of each month and reflected in MyPaidy. Billing information will be sent by email and SMS (short message) between the 1st and 3rd of each month. The payment method can be confirmed on MyPaidy after the billing amount is finalized on the 1st of each month, and on the billing information sent between the 1st and 3rd of each month. Please pay at a convenience store or by bank transfer by the 10th according to the payment method listed. (Note: Payments at convenience stores can only be made in cash.) For those who have registered for direct debit, the billing amount will be automatically debited on the 12th of each month (or the next business day if the bank is closed). The debit date for January and May billings may be the 20th (or the next business day if the bank is closed). The billing amount and debit date will be notified by email and SMS between the 1st and 3rd of each month, so please check there.

Do you support installment payments?

Please specify installment payment through Paypal payment.

If I get a refund, when will it be credited?

1. If you pay at a convenience store, we will ask for your bank name, branch name, and account number, and will refund you within 3 business days.
2. For credit card payments, the time it takes for the payment to be reflected varies depending on the terms of the customer and the credit card company. For details, please contact your card company.
3. In the case of payment by PAYD, the time it takes for the payment to be reflected varies from customer to customer. Please contact PAYD for details.

Do you have a store?

We have opened a physical store at the address below from September 14, 2024. Please check our opening hours and come visit us if you are in the area.

address:
〒150-0047
1F, 6-4 Kamiyamacho, Shibuya-ku, Tokyo

Business hours: 12:00-19:00
Closed: Every Monday (but open on public holidays)

I haven't received an order confirmation email. What should I do?

Please check your spam folder.
If the problem is not resolved, please contact us usingthe inquiry form and we will resend the item.

I want to change my email address.

Please contact us usingthe inquiry form to let us know your preferred email address.

Will sold-out items be restocked?

It depends on the product.
We use the "Restock Notification Button" to track the number of requests, so please make use of it. We cannot answer individual questions, as it depends on the production situation of the brand. Thank you for your understanding.

Are there any customs duties?

No customs duties will be charged to you.

Are all the products genuine?

All products are genuine. We have contracts with each brand and only sell products that have passed the Japanese standard inspection.

I'm unsure about the size.

I can't find any size information.

It is stored as an image at the end of the text or product image. From now on, we will unify all descriptions to be within the text.

Can I provide gift wrapping?

Unfortunately, we are unable to provide individual packaging.

If the above does not resolve your issue, please contact us usingthe inquiry form .

If you cannot find the solution on this page, please contact us usingthe inquiry form .