FAQ

Orders

• Payment

  Credit cards (visa, MasterCard, JCB, American Express)
  Amazon Pay
  PayPal
  

• Order confirmation e-mail

  Once your order is completed, an order confirmation email will be automatically sent to your registered email address within a few minutes.
  
  ・If you do not receive an order confirmation email.
  Please contact ususing the contact form.

• Gifting

  Please check the "GIFT BAG" button on the cart screen.
  Three sizes (Small, Medium, Large) are available. Please check your size before ordering.
  Click here for details.
  ※The gift bag will be sent with the product in a folded state.
  ※You can order up to one gift bag per order.

• Cancellation / change of order

  We are very sorry, but we cannot cancel or change it after completing your order.

• Change my destination

  Even after your order has been confirmed, we can change the delivery destination if it is possible in time. In that case, please Contact Us. If it has been shipped, it cannot be changed. Please understand in advance.

Returns and exchanges

• About returns and exchanges

  Items purchased through our online store can only be returned within 7 days of arrival (returns at your convenience).
  In addition, we will accept returns only within 14 days from the date of arrival of the product only if the quality of the product does not conform to the contract contents (if there is damage, dirt, etc.) or if the product is received different from the order (return due to our convenience).
  We accept exchanges only for products that are the same as returned items. However, please note that we may not be able to meet your request for replacement depending on our availability, so we will respond with a refund in that case.
  In addition, even if there is a problem with the ordered product, we will not be able to receive any returns that are 14 days from the date of arrival of the product.
  Even if the delivery destination is an overseas customer, we accept returns and exchanges under the above conditions.
  Returns and exchanges cannot be accepted in the following cases: Please understand in advance.
  
  ・ When 7 days have passed since the arrival of the product
  ・ When it is used even once
  ・ When odors adhere, dirt, damage, etc. occur under the customer
  ・ Processing under the customer (such as so-up), when washed, when the tag or label is separated, or when a part of the product or accessories, etc. is lost
  

• Return address

  After contacting us, customer support will inform you of the shipping address.

• About refund

  ・ If all items are returned, the full amount of the item (including consumption tax) will be refunded. In the case of partial returns, only the price of the product (including consumption tax) will be refunded.
  ・ It takes about 10 days from confirmation of arrival of the returned product to completion of the procedure for refund procedure. Please note.
  ・ After the returned product arrives, we will process the refund through the credit card company. Due to the circumstances of the credit card company, it may take some time for the refund. Please note. For more information, please contact your credit card company.

When the delivery address is within Japan

• Delivery company

  The products you ordered will be shipped by Sagawa Express Takkyubin.

• Shipping cost

  The shipping fee will be 1,000 yen nationwide (Okinawa prefecture and remote islands will be charged separately) per order.
  * Currently, we offer free shipping to customers when the purchase amount is 20,000 yen or more (total of product price and consumption tax).

• About the number of days until shipping

  We will ship the item within 1-3 business days after confirming your order. However, if you specify the delivery date and time, we will ship according to the specified delivery date and time.
  * Please note that it may take some time to ship due to product shortages, concentration of orders, etc. * We do not ship on holidays (Saturday, Sunday, national holidays, year-end and New Year holidays). In addition, please note that our company may be closed without notice.

• About specifying the delivery date and time

  You can select the desired delivery date and time at the bottom of the cart page.
  If you want the shortest shipping, please select "Not specified" as the delivery date and time.
  You can specify the delivery time zone from the following 6 time zones by Sagawa Express time zone service.
  In the morning (8:00 to 12:00), 12:00 to 14:00, 14:00 to 16:00, 16:00 to 18:00, 18:00 to 20:00, 19:00 to 21:00 We apologize for the inconvenience, but due to the regulations of Sagawa Express, some areas cannot be specified as time zones.
  Depending on the region, even if you specify the delivery time zone when ordering, it may not be possible to deliver at the exact time. For more information, please contact your local Sagawa Express office.

• Change delivery date and time

  We apologize for the inconvenience, but the delivery date and time cannot be changed after the order is completed.
  When ordering, please check the delivery date and time before registering.

• About long-term absence and refusal of receipt

  As a general rule, the product can be received within 14 days from the date of delivery.
  If you are absent at the time of delivery, the delivery company will post a notice of absence. Please inform the delivery company of the desired redelivery date within the redelivery period and receive it. If you do not contact us using the contact information provided in the out-of-office notification, or if your address is incorrect, we will automatically return it to you. The returned product will be processed at our discretion.
  Please note that we may not be able to accept subsequent orders for customers who have been absent for a long period of time and who have refused to receive the product due to customer convenience, or who have determined that we do not intend to purchase due to repeated returns or cancellations. give me.

• About packing and shipping products

  Items ordered in multiple batches cannot be shipped together. Please note.

• About delivery to remote islands

  Orders for delivery to remote islands (excluding the main islands of Okinawa and Hokkaido) will be handled separately by e-mail. Please contact us.
  In addition, please note that we will cancel your order and contact you for orders for which purchase procedures have already been completed for remote islands.

• About changing the delivery address

  Even after confirming your order, we will change the delivery address if time permits. In that case, Please contact us.
  It cannot be changed if it has already been shipped. Please note.

When the delivery address is outside Japan

• Delivery company

  We delivery by EMS or FedEx. We reserve the right to change the shipping carrier depending on the country and time of year.

• Delivery area

  We accept delivery to the target delivery areas of EMS (Asia, Oceania (excluding Australia), Europe, the United States) and FedEx (North America (excluding the United States), South America, Africa, Australia), but some countries / regions cannot accept delivery. In addition, due to the new coronavirus, delivery to some countries / regions has been suspended.
  Please note that delivery to the applicable country / region will be cancelled.
  For more information, Please contact us.
  

• Shipping cost

  The shipping fee will be 1,000 yen per order.
  * Currently, we offer free shipping to customers when the purchase amount is 20,000 yen or more (total of product price and consumption tax).

• About tariffs, etc.

  Customs duties, customs fees, etc. due to the purchase of the product will be borne by the customer in accordance with the laws and regulations of the country of delivery.
  Taxes and customs fees vary from country to country, so please contact the customs office of the destination country for details, or "Tariff rates around the world" (https://www.jetro.go.jp/theme/export/tariff/)Please confirm.

• About the number of days until shipping

  ・We will ship the item within 5-7 business days after confirming your order.
  * Please note that it may take some time to ship due to product shortages, concentration of orders, etc.
  * We do not ship on holidays (Saturday, Sunday, national holidays, year-end and New Year holidays).
  
  Please check here for the delivery time.
  EMS
  https://www.post.japanpost.jp/int/deli_days/ems/tokyo.html
  FedEx International Priority
  https://www.fedex.com/ja-jp/shipping/services/international-priority.html

• About specifying the delivery date and time

  Please note that you cannot specify the delivery date and time.

• About long-term absence and refusal of receipt

  Please note that if you are absent for a long period of time or refuse to receive the item due to your convenience, you will be responsible for the shipping fee when shipping and the shipping fee when returning to Japan.
  In addition, we may not be able to accept subsequent orders for customers who have determined that we do not intend to purchase due to repeated returns or cancellations.

• About packing and shipping products

  Items ordered in multiple batches cannot be shipped together.