Frequently Asked Questions Q&A

[Before ordering]

Q: How much is shipping?
A: All products in our shop are delivered by international mail. Thank you for your understanding.
There are three shipping methods:

Shipping Method	Shipping fee (discount)
Economical express delivery	￥980
Express Shipping	￥1,990

Q: What are the store's opening hours?

Email: 24-hour reception

*Closed on Saturdays, Sundays, and public holidays.

*If you contact us on Saturdays, Sundays, or holidays, or after 6:30 p.m., we will reply on the next business day.
We aim to respond promptly, but please note that responses may take longer outside business hours or during busy periods.
We apologize for any inconvenience caused and appreciate your understanding as we respond accordingly.

Q: What is the delivery status of my ordered item?

A: We will notify you by email after the product has been shipped.
You can check the delivery status and shipping company of the product using the tracking number. After the product has completed the customs procedure in Japan, please contact your nearest post office or sales office.
We will also explain the circumstances under which tracking searches are not possible.
Our products are shipped from overseas warehouses. Unlike domestic shipments, shipments from overseas require two customs clearance procedures.
Once the customs clearance in Japan is complete, the delivery company (Sagawa Express or Japan Post) will receive the tracking number and update the tracking information. You can check the information after it has been updated, so please rest assured. We will support you until the product is safely delivered to you. We sincerely apologize for any inconvenience or worries caused. We appreciate your understanding.

Q: When will the product arrive?

A: Because this is an overseas package, it usually takes 2-3 weeks for it to be delivered to you after it has been shipped. However, due to the special circumstances, there is a high possibility that there may be delays at each stage of delivery. We sincerely apologize for keeping you waiting. If you are unable to confirm the logistics status of your product after 3 weeks, we apologize for the inconvenience, but please contact our customer service. We will definitely assist you.

Q: Can I return the product? How long will it take to get a refund?

A: If the exchange/return conditions are met, you can return the product. If you wish to return or exchange the product, please contact us by email within 48 hours of receiving the product. Please note that we will not be able to accept returns or exchanges if you do not contact our customer service center in advance.

Q: I haven't received an order confirmation email, has my order been placed properly?

A: We apologize for any inconvenience caused. After you place your order, we will send you an automatic email confirming your order within a few minutes. If you have not received such an email, your order may not have been confirmed or the email address you entered when placing your order may be incorrect. Please contact us using the inquiry form below. The following are also possible causes, so please check them as well.
■ If you are using a free email address
hotmail.com, hotmail.co.jp, yahoo.co.jp, goo.co.jp, etc.
If you use a free email address, the server that provides the free email address may restrict the reception of emails, so you may not be able to receive emails even if the address is suitable for general use. If you do not receive an email from us, please check your spam mailbox.
In addition, please make sure to set up your email address to receive emails from our store.
■If it is due to the settings of your email software Depending on the settings of your email software or security software, emails may be automatically deleted. Emails from our store may be in the trash bin, so please check.

Q: How can I cancel an order that has not yet been paid for?

A: The payment deadline is within 14 days from the day after the purchase, and if the deadline passes, the order will be automatically canceled. If you leave it as it is, it will be automatically canceled, so please don't worry.
A: If you wish to cancel an unpaid order, please follow the steps below.
To cancel your order:
1. Click the [My Page] icon in the upper right corner
2. Click on Order History
3. Select the order you want to cancel. Click [Cancel].
4. Enter the reason for cancellation and click [Yes]
5. Order canceled successfully