Frequently Asked Questions
Questions regarding your order
Q. Can I return or exchange a product?
A. Returns and exchanges are only accepted if the size or color is incorrect due to our company's error, or if there is damage or dirt. Please contact us via the inquiry form within 7 days of product arrival. Please note that returns and exchanges due to customer convenience are generally not accepted. Additionally, please be aware that returns and exchanges for the following reasons cannot be accepted:
- If you do not contact us within 7 days of product arrival.
- If the product packaging (bag, case) is lost or damaged.
- If product tags or labels have been cut off.
- If the product has been used once.
- If the product is damaged or stained by the customer.
- In the case of lottery sales products, made-to-order products, or sale/outlet items.
Q. What payment methods are available?
A. You can choose between credit card payment and bank transfer. Please note that debit cards cannot be used.
Q. Can I cancel or change my order after placing it?
A. We do not accept cancellations or changes after an order has been placed. Please confirm the size, color, price, quantity, and estimated delivery time before placing your order.
Q. Is gift wrapping available?
A. Yes, it is available free of charge. When purchasing a product, please add "Gift Wrapping (¥0)" to your cart and complete the payment to have your product gift-wrapped before shipping. Click here for Gift Wrapping (¥0).
Q. I want to know how to shop.
A. Please watch the How to Shop video.
Q. Can I get the hem altered?
A. Yes, we offer free hemming. When purchasing bottoms, please add Hemming (¥0) to your cart and complete the payment. Your item will be shipped after hemming.
For details, please refer to the About Hemming page.
Questions regarding payment
Q. What payment methods are available?
A. You can choose between credit card payment and bank transfer. Please note that debit cards cannot be used.
(1) Credit Cards
・ Accepted cards are VISA, Mastercard, JCB, Diners Club, and American Express. ・ You can choose between one-time payment next month, installment payments (3, 5, 6, 10, 12, 15, 18, 20, 24 times), or revolving payments. ・ The maximum purchase limit per order is ¥500,000.
・ We cover the fees associated with credit card payments.
・ For credit card payments, we use encryption technology (SSL) to provide a more secure environment. However, we do not guarantee its safety and will not be held responsible for any incidents such as data leaks. Thank you for your understanding.
(2) PayPal ・PayPal can be used for international orders. Please have a PayPal account ready in advance.
・ This payment method is for international shipping only. You cannot specify a delivery date.
・ Shipping costs will be confirmed after your order.
・ If you wish to confirm shipping costs before ordering, please provide the destination country name, city name, postal code, and the product(s) you wish to order.
・ After your order is confirmed, an invoice will be sent to you via email from PayPal.
・ Once payment is confirmed, we will proceed with shipping arrangements.
About Shipping
Q. Can I specify a delivery date?
A. We do not accept specific delivery dates. However, you can specify a delivery time. Please select your preferred time slot on the checkout screen.
(1) Morning
(2) 14:00 - 16:00
(3) 16:00 - 18:00
(4) 18:00 - 20:00
(5) 19:00 - 21:00
Q. What are the shipping costs?
A. Domestic shipping is a flat rate of ¥880 nationwide. If the total order amount is ¥11,000 or more, we will cover the shipping cost. *Please note that additional shipping charges may apply for remote islands and some areas.
Q. How long does it take for a product to arrive?
A. After your order is confirmed, it usually takes about 3-4 days for delivery (excluding Saturdays, Sundays, national holidays, year-end and New Year holidays, summer holidays, etc.). If you have not received a shipping completion email after 5 days (excluding Saturdays, Sundays, and national holidays) from your order, please contact us via the inquiry form. Please note that delivery may be delayed depending on the region and traffic conditions. Also, for some products such as pre-order items and made-to-order items, it may take longer to ship. Please check each product detail page for more information.
Q. What should I do if my ordered product does not arrive?
A. We apologize for the inconvenience, but if you have not received a shipping confirmation email after 5 days (excluding Saturdays, Sundays, and national holidays) from your order, please contact us using the inquiry form.
Regarding International Orders
Q. Is international shipping available?
A. Yes, it is.
Q. Can I cancel an order after purchasing a product?
A. Generally, we do not accept cancellations.
Q. Can I return or get a refund for a product after purchasing it?
A. Generally, we do not accept returns or refunds.
Q. Can I exchange a product after purchasing it?
A. We can accommodate exchanges only if you cover the return shipping costs.
Q. How much is the shipping fee?
A. It varies depending on the destination country. For details, please add the product to your cart and proceed to checkout, where the shipping fee will be displayed based on the destination country and product weight.
About Member Registration
Q. Is member registration required to place an order?
A. No, member registration is not mandatory.
Q. Where can I change my registrant information (phone number, address, name, etc.)?
A. You can edit your member information on the "Account" screen by clicking the person icon in the upper right corner of the page.
(1) Click the person icon at the top of the page.
(2) Click "View Addresses" at the bottom of the page.
(3) The confirmation screen will appear; select either "Add a new address" or "Edit" to enter your information.
(4) Once you have finished entering, click "Add address".