Before purchase

Can I return or exchange the item?
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 a shipping error, please contact us via the inquiry form within one week of receiving the product, attaching a photo of the QR code and a photo of the defective area that were on the packaging of the product you received.
If the product is defective, we will provide a refund or exchange.
Can I provide gift wrapping?
Unfortunately, we are unable to provide individual packaging.
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.
Check the recommended 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.
I don't know how to proceed with Epsilon Payment (convenience store payment).
At checkout, do not select "Express Checkout," but instead 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 payment will be considered complete once payment is complete. *Payment is due within 3 days of placing your order.
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. Enter the 4-digit verification code sent to you via SMS. Your purchase is now complete.
I would like to know more about how to use Paidy.
1. Shopping with Paidy: Select Paidy on the payment screen of the store (online shop)*. Enter your email address and mobile phone number. Enter the 4-digit authentication code sent by Paidy to your mobile phone (SMS). Specify the number of payments (lump sum or installments). Payment procedure complete. Confirm the payment details in the acceptance email from Paidy. *The way Paidy payments are displayed may differ 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) will be determined by 13:00 on the 1st of each month and reflected in MyPaidy. We will send you a billing notice by email and SMS (short message) between the 1st and 3rd of each month. You can check the payment method on MyPaidy after the billing amount is determined on the 1st of each month, and on the billing notice sent between the 1st and 3rd of each month. Please pay by convenience store or bank transfer by the 10th according to the payment method described. (Note: Payments at convenience stores can only be made in cash.) For those registered for direct debit, the billing amount will be automatically deducted on the 12th of each billing month (or the next business day if that day falls on a financial institution holiday). The deduction date for January and May bills may be the 20th (or the next business day if that day falls on a financial institution holiday). You will be notified by email and SMS between the 1st and 3rd of the month with information about the billing amount and deduction date, so please check there.
Do you have a store?
Currently, it is only available online, but we are considering opening a brick-and-mortar store in the future.

After purchase

When will I receive the product?
Except for items with a deadline such as [Delivery within 10 days] in the product name, the delivery will be within 14 business days (excluding Saturdays, Sundays, and holidays) from the completion of payment. Please note. * If you do not receive the product, please contact us using the inquiry form .
Please also note that there may be delays due to the current coronavirus situation.
When will I receive the notification?
The product will arrive 2-4 days before delivery.
I received a shipping notification but it hasn't been reflected.
It will take 1-2 days for the change to be reflected. Due to the effects of COVID-19, there may be delays in customs procedures. We apologize for any inconvenience this may cause. Thank you for your understanding.
I haven't received an email regarding convenience store payment.
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 using the inquiry form .
Some of the products were not included.
In order to deliver your order as quickly as possible, if you purchase multiple items, we may ship them separately starting with the items that are prepared first.
In the unlikely event of a refund, when will it be received?
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. In the case of 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.

Please click here for the contact form.

If the above does not resolve your issue, please contact us using the inquiry form .
If your issue is not resolved on this page, please contact us using the inquiry form .