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DEPARTMENTS
User Guide
Customer support

・Inquiries

Please contact customer support using the inquiry form regarding questions and correspondence concerning details of services provided on this site, listed products, ordering methods, shipping status, damaged/undelivered products and other issues.

・Languages

Customer support is provided only in Japanese, Chinese (traditional and simplified), and English. Please note that we are not able to respond to inquiries in other languages.

・Business hours

Customer support business hours in Japan are 9:30 AM to 6:30 PM from Monday to Friday. Please understand that there may be delays in responses to inquiries we receive after business hours, on Saturdays and Sundays, Japanese holidays, year-end and New Year holidays, and other days we are closed for business such as summer holidays.

Orders

・Member registration

After putting products in the cart, you can select to check out as a guest or as a member.

・Order completion (conclusion of purchase agreement)

After putting products in the cart and confirming the purchase on the order confirmation screen, the order will be completed after completing payment, and a purchase agreement will be concluded between you and the shipping store.

・Order confirmation

Once your order has been completed an order confirmation will be sent to your registered email address. If you do not receive an order confirmation email please contact customer support using the inquiry form.

・Order history

After completing membership registration, you can check the status of products ordered and your past order history on My Page after logging in.

Order changes and cancellations

・ Order cancellations and changes

The following changes to orders are not accepted on this website after we have received your order. We thank you for your understanding on this matter.

― Changes to the payment method selected when ordering ― Changes to usage of coupons ― Additions or changes to ordered products

― Changes to the quantity ordered, shipping address information, and other order details

・Order cancellations

Orders cannot be canceled (withdrawal of order or cancellation of purchase agreement) at your discretion.

Stock

・Stock of products on this website

Products ordered on this website are ordered from the store after you have ordered. In some cases, we may not be able to deliver products if there is no stock when we confirm availability with the store.

If any products are out of stock, customer support will contact you after your order has been confirmed.

・Handling of products that are out of stock

After we receive your order for products you order on this website, we check whether the products are in stock at the store. If after checking we find out that the product is out of stock, we will cancel the order for the product at the store’s discretion. If some of the products ordered are out of stock, customer support will send a confirmation email to your registered email address regarding cancellation of part or all of your order. However, if we don’t receive a reply from you within five business days from the day following the day on which customer support contacted you, we will cancel the whole order.

If payment has already been processed for the order, we will arrange a refund for the cancelled products.

Returns and exchanges

・Discretionary returns and exchanges

Please ensure you carefully check the listed product information when ordering products. We do not accept any discretionary returns or exchanges, including for

reasons such as the products being different to what you expected, other than as described in the listed information, or making an error when ordering.

・Errors and defects in delivered products

If there are errors or defects in delivered products which are attributable to the store or shipping issues, or if the products are not delivered, we will arrange for returns, exchanges, or to resend the products. We kindly ask that you contact customer support by using the inquiry form within two business days of receiving the products. A staff member from customer support will contact you after confirming your inquiry.

To confirm errors and defects with products we may ask you to send photos of the products, or return the products by mail. Please be informed in advance that we will not return or exchange products if you don’t respond to requests from customer support.

・Customs clearance and taxes for ordered products

When deciding to make a product order you should be fully aware of whether or not it is possible to send the products to the shipping destination country, restrictions on purchase amounts and volumes, and customs duties and other taxes charged on products and purchases and shipping of products. If products are undeliverable as a result of not being able to clear customs due to restrictions, etc. in the country to which the ordered products have been shipped, you can not request the store to resend the products or cancel the order. In addition, you will be responsible for paying for any customs duties and other taxes charged for the products, and the purchase and shipping of products. We also can not accept order cancellations due to the cost of customs duties or other taxes.

Shipping

・Shipping

Ordered products are shipped from Japan using Japan Post’s international postal service.

・Shipping status

We will send a product shipment notice to the email address you registered when you placed your order. Please check the shipping status of your products on Japan Post’s website by using the tracking code provided in the product shipment notice.

Membership

・Member registration is free of charge.

・Please access the membership registration page and fill in the required items.

- Please store your ID and password carefully.

- If you forget your ID and password please contact customer support through the inquiry form.