Frequently Asked Questions

This Agreement was last modified on 18th December 2018

Shopping Procedure

Do I need to pay any additional import duties, VAT, customs taxes, or local handling fees?

Depending on your country’s customs laws, you may be required to pay a tax before obtaining your package.

In some areas, such as the United Kingdom and France, the local postal service may charge an extra handling fee for processing packages affected by customs taxes. Customs taxes and any possible handling fees are not included in the Grand Total of your order. We neither requests nor receives this money and is unable to control the amount.

Shop Information

How can I pay?

We accept any cards via PayPal, or Stripe. They are accept Visa, MasterCard, and American Express etc credit cards and debit cards. The encryption helps keep your online transactions heavily guarded from start to finish.

Is my credit card information safe?

Yes. All credit card transactions are proccessed via a reliable third-party payment system.
Your information is never stored on our servers.

Do you provide tracking information?

Yes, you will receive an information once your order that contains tracking information. You can check tracking information on your Account page > orders.

Please know that certain countries do not provide local tracking updates for shipment methods such as Air SPR.

Can I cancel my order?

An order, all products can be canceled if the items have not yet been prepared for reception. Please contact us, within several hours after ordering.

Can I change the details of an order I've already placed?

It is not possible to change the size, color, or version of a product you have already ordered. If it is in time, Please conduct the cancellation procedure immediately to prevent the original item from shipping.

Can you declare my order as a gift or lower the declared value?

We greatly appreciate you choosing to purchase and would like to help you receive your purchases with ease, but we must follow the rules regarding retail companies sending international shipments. Therefore, we are unable to declare orders as gifts or lower their declared values.

Shipping and Delivery

About delivery details

About the shipping method, shipping time is stated in each product description.

Can I request for shipments to be combined?

It is not possible to combine separate shipments at this time.

What do I do if my item was delivered to the wrong address?

It is the responsibility of the customer to keep their item addresses updated and to check their order confirmation email to make sure their item is going to the correct address after ordering.

If you need to change the shipping name or country, you must email us to do so.

Please know that refunds are not provided to shipments that were shipped to old or incorrect addresses provided by the customer.

What should I do if my package is being returned by my postal service?

Unfortunately, as a general rule, we are unable to reship your package if it is returned to our warehouse. Once your package reaches us, we will process a refund for your shipment. You will be refunded for the amount you paid for the products in your package. The refunded amount will be returned to your original payment account.

Please note that your refund will not include the original shipping charge, nor any discounts applied to your order. You will be notified by email once your refund has been processed.

Do you ship within Japan?

Yes. If we are unable to ship a product you ordered within Japan, we will contact you.

My package shipped, but my address has changed! What should I do?

We are unable to reroute packages that have already shipped. Please contact your local post office right away to request for the package to be rerouted.
If they are unable to reroute your package and you cannot obtain it, it will be returned to the our warehouses, either in Japan, depending on where your package originally shipped from.

My product arrived damaged. What should I do?

Please contact us within a week of your package’s arrival. After contacting us, please be prepared to share photos or a video of the damaged product(s). We are unable to offer assistance with damages or defects in the following scenarios:

・We are contacted over seven days after your package is officially marked as delivered in the online tracking information.
・The damage is inflected by the recipient after delivery.
・Clear images of the damaged item are not provided to us upon request.
・After assessing your images, the item is not deemed to be damaged or defective.

Account

How do I change my password?

You can change your password from Account detail on your Account page. If you’ve forgotten your password and can no longer log in, please click the “Lost your password?” link on the login page and follow the instructions provided.

How do I change my email address?

You can change your account’s email address from your account detail page. Input your new email in the appropriate field and then click the “Save changes” button at the bottom of the page.