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Q&A

Regarding delivery
About the product
About damage
Others

Regarding delivery

How long does it take to place an order?

・If the shipping date is not stated
Once payment is confirmed, it will be shipped within 7 business days for orders within Japan and within 15 business days for orders outside of Japan.

・If the shipping date is stated
We will ship the item(s) within the specified shipping period.
※ If you have purchased multiple items in the cart, the items will be shipped as soon as they are all available.
※ Please note that the shipping schedule is approximately the estimated period. Shipping dates may vary according to the delivery circumstances.

How do you change your address?

You can change the default address from your account.

From Smartphone
1. Touch the three lines (MENU) in the upper left corner 🈪.
2. Touch "Account" in the center and login.
3. Touch "Edit Address" at the bottom.

From Computer/PC
1. Click on the silhouette-shaped icon on the upper right corner.
2. Then Log in to your account.
3. Click on "Edit Address" in the middle of the screen.

If you would like to change the address of an order that has already been placed, please fill in the template below and contact us.

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Order number:
Full name:
Postal code:
Address:
Phone No.:
------------------------

※ Order number is a number starts with #.
※ Please fill in all the shipping address information correctly without abbreviations.
※ If you have multiple orders to change the shipping address, please separate the order numbers with a comma (,) and send them in one email request.
※ If the shipping address information doesn’t match, an ID will be required.
Please note that changes cannot be made for orders that have already been processed for shipment.
After receiving notifications of the shipment, please contact the shipping company for transferring the package to another address.
Please be advised that the customer must pay for the transfer fee.

Which shipping services are used?

Basically, we use Sagawa Express and Yamato Transport delivery services within Japan.
For overseas, we use DHL and EMS delivery services.
We do not accept delivery at a sales office, convenience store, post office (PO box), or cash on delivery.
Please register your residential address upon purchase.

How can I find out the specific shipping date?

When shipping processes start, we will contact you by your registered email with the tracking number from the shipping company.

What areas outside of Japan can you deliver to?

For details on available delivery areas outside of Japan, please refer to the "International Delivery" page.

What happens if I order from an area where you cannot deliver?

For orders from areas where delivery is not available, we will contact you and cancel your order.

About the product

Is it possible to return or cancel the products?

We do not accept returns, cancellations or refunds.

Will sold out items be restocked?

We have received few inquiries regarding when a sold out item would be restocked, however we are unable to inform you on those details. Please wait for an official announcement.

The item I put in the cart has been removed. What should I do?

Your order is not finalized when the product is added to your cart.
The product cannot be purchased if the following situations occur.

・ The product inventory has run out (sold out)
・ The product page has closed

Please purchase the products between the specified order period.

Where do you download the download product?

Download from the purchase history.
Please check the purchase history from the account details.

About damage

If the product is defective

Please contact us from the inquiry below within 7 business days of the arrival of the product.
When making inquiries, please fill in the template and contact us.
------------------------
Order number:
Real name:
Zip code:
Address:
Phone number:
------------------------
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In principle, we do not accept replacement of cosmetic boxes.

Others

Cancellation Policy

For our products, payment is confirmed upon placing an order.

We are unable to accept cancellations after payment has been confirmed.

Can I issue a receipt?

After purchase, you will receive the billing details in the registration email, so please print it out.
We do not deliver by paper at the time of delivery.

I can't find the item I bought in my purchase history

You may have multiple accounts. Please try logging in with an email address that you can think of.

I can't register my account successfully

We have confirmed that some customers cannot register on their iPhones.

Please try creating with another browser, another device used, or a personal computer.

About contact information

You can contact us from [If the above does not solve the problem] at the bottom.

Updated on March 1, 2024

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