FAQ
About the product
- Q. Is the product photo slightly different from the actual product?
- The color and feel of the material may change depending on the degree of reflection of light and the characteristics of the material. Please understand that we are trying to make it as close to the real thing as possible.
- Q. The fabric in the product photo is slightly different from the actual fabric.
- Depending on the product you receive, the texture of the fabric and the position of the pattern may differ slightly. Thank you for your understanding.
- Q. Do you have a catalog?
- We are very sorry, but we do not have a catalog.
About shipping products
- Q. How long will it take to arrive after ordering?
- We usually ship within 5 business days. In the case of multiple products, they will be shipped according to the shipping schedule for the products with the later shipping days.
- Q. When will the product be shipped?
- We operate Monday through Friday, excluding weekends and holidays.
- Q. Can I return or exchange the product?
- Please contact us within 7 days after the product arrives. Returns or exchanges due to customer's convenience are not possible. However, if there is damage or a wrong product, we will exchange it for the correct one. For more information, please refer to "Returns, Exchanges, and Defective Items" in the User Guide.
- Q. How much is the shipping fee?
- Shipping is free for orders over 10,000 yen (including tax).
If it is less than 10,000 yen (tax included), we charge 880 yen (tax included). - *Excluding Hokkaido, Okinawa Prefecture, remote islands, and some areas
● About Hokkaido and Okinawa Prefectures
- Shipping: 1,650 yen (tax included)
- Shipping fee is 880 yen (tax included) for orders over 10,000 yen (tax included)
- Shipping company: Sagawa Express
*Please note that even for free shipping items, an additional shipping fee of 880 yen (including tax) will be charged for Hokkaido and Okinawa prefectures (main islands).
● Other remote islands
- Please contact us for shipping costs.
- For customers who need additional shipping, we will contact you separately by email or phone after confirming your order.
- Shipping company: Sagawa Express
- Please note that if you purchase more than 10,000 yen (including tax), or if you receive free shipping due to campaigns, we will charge you the difference.
About returns and exchanges
- Q. Can I return or exchange the product?
- You can return the product if the return conditions are met.
- unused product
- If the product is damaged or soiled
- If you receive an item that is different from what you ordered
- Product ordered by mistake
Please contact us from the inquiry form.
*We cannot accept items that are more than 7 days old after arrival, items that have been worn, items that are on sale, or for personal reasons (such as a different image).
- Q. The product is different from what I ordered. I received a defective product
- I am very sorry. I'm sorry to trouble you, but could you contact me from the inquiry form? Please contact us with your order number and defective/wrong item number.
- Q. Where should I send the returned items?
- After contacting the "Customer Service Desk" regarding the return or exchange, we will inform you of the shipping address by e-mail.
about the order
- Q. Can I cancel my order?
- Since it is not possible to cancel or change the order after confirming the order on the customer's screen, could you contact us from the inquiry form? Could you write the title as "order cancellation" and write the customer's name, product name or product number in the text?
- Q. I made a mistake with my order.
- If a mistake is found after receiving the item, we will only accept a return if the item has not been used and all materials are intact. Would you be able to contact us within 8 days after receiving the item? We will contact you with the return address. Please note that the shipping fee in this case will be borne by the customer.
About lapping correspondence
Q. I would like to request gift wrapping.
We are very sorry, but we are currently unable to support gift wrapping. Thank you for your understanding.