FAQ

After an order is placed successfully, an order confirmation is generally sent to the email address provided at checkout. The confirmation may include the order number, purchased items, billing details, shipping information, and other relevant order details.

If you do not receive a confirmation, please check your spam, junk, or promotions folders and verify that the email address entered during checkout is correct.

Orders may begin processing shortly after they are placed. Customers should request changes or cancellations as soon as possible, but such requests cannot be guaranteed once processing has started.

If an order has already been shipped or transferred to the carrier, cancellation may no longer be possible. After delivery, eligible items may be returned in accordance with the Return & Refund Policy.

An order may be canceled because of payment authorization issues, unavailable inventory, incorrect or incomplete order information, fraud-prevention checks, fulfillment restrictions, or other circumstances that prevent the order from being completed.

If payment was successfully collected before cancellation, any applicable refund will be handled according to the original payment method and the applicable refund process.

Available shipping methods may depend on the order, destination, product, and other checkout conditions.

Standard shipping

Where free shipping is offered, qualifying orders with an eligible order value of at least ¥7,188 may receive free shipping under the applicable shipping option. Eligibility may depend on the destination, products in the order, and other checkout conditions.

The available shipping options and final shipping charges are displayed during checkout before the order is submitted.

Estimated delivery is generally 15–20 days after the order has been processed and transferred to the carrier.

Actual delivery times may vary depending on the destination, selected shipping method, product availability, carrier operations, weather conditions, holidays, customs procedures where applicable, order volume, and other circumstances affecting transportation.

Any estimated delivery information displayed during checkout or provided after shipment is an estimate and is not a guaranteed delivery date unless expressly stated otherwise.

When tracking is available, shipment information and a tracking number may be sent after the order has been dispatched. Customers can use the provided tracking information to review delivery updates through the applicable carrier.

Tracking information may not appear immediately after shipment because the carrier must first receive and scan the package.

Tracking updates may be delayed while a package is moving between carrier facilities or before the next carrier scan. Updates may also be affected by weekends, holidays, high shipping volume, weather conditions, customs processing, or carrier network disruptions.

If tracking remains unchanged for an unusually long period, customers may contact the carrier or customer support for assistance.

Customers should first check common delivery locations such as the mailbox, front door, porch, garage, side entrance, building office, front desk, mailroom, reception area, parcel locker, or another secure location near the delivery address.

Customers should also check with household members, neighbors, or building staff who may have accepted the package. If the shipment still cannot be located, the carrier should be contacted for delivery details or claim assistance. Customer support may also be contacted if further help is needed.

Return requests generally must be submitted within 30 days after delivery, unless a different requirement applies to the product or is required by applicable law.

Eligibility may depend on the product type, condition of the item, reason for return, and other requirements described in the Return & Refund Policy. Eligible items generally must be returned in the required condition with applicable packaging, accessories, and included materials.

Customers should contact customer support within the applicable return period and provide the order number, product details, reason for the return, and any relevant supporting information.

If an item is damaged, defective, incorrect, or incomplete, photos or videos may be requested to help review the issue. Customers should wait for return instructions before sending an item back.

When a refund is approved, it will generally be processed within 10 days and issued to the original payment method unless another method is required by applicable law or specifically agreed upon.

After the refund has been issued, the payment provider, card issuer, bank, or other financial institution may require additional time before the transaction appears in the customer’s account.

If an approved refund has already been processed but has not appeared, customers should first review the applicable bank, card, or payment provider account and contact the relevant financial institution if necessary.

If the refund still cannot be located, customer support may be contacted with the order number and relevant refund details.

Product information is provided on the applicable product page and may include descriptions, images, specifications, materials, dimensions, size information, features, compatibility information, or usage guidance where relevant.

Customers should review the product page carefully before placing an order to confirm that the item is suitable for their needs.

If an incorrect item is received, customers should contact customer support as soon as reasonably possible and provide the order number, photos of the item received, relevant packaging information, and a brief description of the issue.

The information will be reviewed and appropriate instructions or resolution options will be provided.

Customers should contact customer support as soon as reasonably possible after delivery and provide the order number, photos or videos showing the damaged or defective item, relevant packaging photos, and a clear description of the issue.

Supporting information may be required to verify the issue and determine the appropriate resolution.

Available payment methods are displayed during checkout and may vary depending on the customer’s location, order, currency, or available payment services.

Customers should review the payment options shown at checkout before submitting the order.

A payment may be declined because of insufficient funds, incorrect payment or billing information, card restrictions, transaction limits, security checks, authorization requirements, or an issue reported by the payment provider or financial institution.

Customers should verify the information entered at checkout, try another available payment method where appropriate, or contact their bank, card issuer, or payment provider for more information.

Payment information is processed through the payment methods and services made available during checkout. Customers should only submit payment information through the website’s official checkout process.

Customers should never send complete card details or other sensitive payment credentials through ordinary customer-support messages.

Customers may contact customer support regarding orders, products, shipping, returns, refunds, payments, or other website-related questions. Including the order number, product name, and a clear description of the issue can help the request be reviewed more efficiently.

Response times vary depending on request volume, weekends, holidays, and the complexity of the issue. Support requests are generally reviewed in the order they are received.

Sending multiple messages about the same issue may make the request more difficult to review, so customers are encouraged to include all relevant information in the initial message whenever possible.