Frequently Asked Questions
Q. I want to cancel my order.
Please contact us within 24 hours of placing your order via our contact form or e-mail. After that, we will not be able to cancel your order in principle.
Q. Can I exchange sizes?
Yes, it is possible.
However, we cannot exchange items that have been used once (except for trial fitting), stained, or damaged.
In the event of an exchange, the customer will be responsible for the return shipping fee and a recurring shipping fee of 580 yen.
Q. When will I receive my order?
We ship directly from our overseas warehouse after receiving your order.
Therefore, please allow 2-3 weeks for delivery.
Products with "Immediate Delivery" in the product name will be shipped from our store in Japan and will be delivered in 3 to 5 days.
Please note that there may be a delay in delivery due to the current corona. Please understand that in some cases it may take up to a month.
Q. I have not received any e-mail.
After you place an order, an order confirmation e-mail is automatically sent to your registered e-mail address.
Depending on your e-mail settings, the e-mail may end up in your "junk mail" box. We apologize for the inconvenience, but please check there first.
If you do not receive the e-mail in your "junk mail" box, please contact us through the "Contact Us" page on our website.
Q. I lost my coupon code for the newsletter registration.
Please contact us from the "Contact Us" page.
We will reissue the coupon code once we confirm that your e-mail address has been registered.
Q. I forgot to enter the coupon code. Can I apply it later?
Please contact us with the coupon code using the contact form or e-mail, and we will apply the coupon code.
Q. I want to change my payment method.
We are unable to change the payment method after the payment has been completed.
Please contactus and we will cancel your order.
Q. Can you ship overseas?
We can only ship within Japan.
Q. Is it possible to sell your products wholesale?
Yes, depending on the conditions.
Please contact us for details.
Q. How do I get a refund after cancellation?
For refunds before you are billed, we will process the cancellation and you will not be charged for that portion of the product.
Refunds will be made to the payment method used by the customer after we process the cancellation.
Please check the following information as the refund date may vary.
If you paid by credit card: We
will send the negative credit card data to your credit card company.
Depending on the credit card company's closing date, the amount may be offset within the same month, but if it crosses over to another month, you may be billed once. In such cases, please be assured that the negative amount will always be processed in the following month or later.
*Please note that it
may take some time for us to process your refund in the case of an installment payment order.
Please note that it may take some time for us to process your refund if your return is processed after the switchover period between the summer and winter bonus payments.
In the case of a
cancellation of an order, the refund date will vary depending on the timing of the cancellation process completed by the store where the order was placed and the cell phone company with which the customer has a contract.
Refunds after payment is completed will be made by the contracted cell phone company or store, depending on the timing of the cell phone carrier's payment procedure.
For details on the refund method, please contact the store directly or contact your cell phone company.
If you
have registered a debit or prepaid card with Amazon Pay, the amount will be deducted from your account balance when your card is authorized (credit authorization).
If your purchase is cancelled after you have made the purchase, the money will be refunded to your original account, but it may take up to 60 days for the refund to be made, depending on your credit card company.
1-3 weeks from receipt of returned merchandise. If you wish to receive your refund by bank transfer, please register your bank account information when you proceed with your order history. Refund time: 1-3 days from receipt of returned merchandise.
If you have chosen to pay
later (via mailpay smart payment ), we
will send the negative data to mailpay and process the offset.
If the returned goods are processed after the end of the month, you will be billed once. If you have already settled your account, the amount will be refunded to your charge. If you have not settled your account, the amount will be deducted from the postpaid amount.
If you choose to pay by charge, the
negative amount will be sent to Melpay and immediately refunded to your charge amount.
If you have any questions about other Melpay services, such as refunds for using Melcari points, please contact us from "My Page > Contact Us" in Melcari.
If you have paid by Paidy next month, we will
send the negative data to Paidy and process the offset.
If the returned goods are processed after the end of the month, you will be billed once. In that case, the negative amount will be processed in the following month or later.
If you have any other questions about the Paidy service, please contact Paidy Customer Support.
Reception hours: 10:00 a.m. to 6:00 p.m. (weekdays only)
0120-971-918
[For PayPay payments] We
will send the negative data of your PayPay payment to PayPay, Inc.
If you have any other questions about PayPay service, please contact us through PayPay Help (external website).
If you paid with LINE Pay, it will
take about 2 weeks for the amount of the cancelled order to be refunded to your LINE Pay balance.
Please understand this in advance. If the cancellation procedure has not been completed at the site you are using, we will not be able to refund your money. If you are using an online service, please check the cancellation status in your purchase history.
If you are using
Shopify Payments and you are giving a refund after a cancellation, the amount of the refund will be deducted from your next payment.
It usually takes up to 10 business days for the refund to be credited to the customer.