FAQ

You can issue both yourself from our document page. A receipt becomes available once we have confirmed your payment, and an invoice becomes available once your order has been dispatched.

If you have an account, you can change your details yourself after logging in to My Account. To change the address on an order you have already placed, please contact us through the enquiry form and we will update it for you.

• Within Japan: free for orders of 20,000 JPY (tax included) or more
• Within Japan: 550 JPY (tax included) for orders under 20,000 JPY
• Within Japan: 1,650 JPY (tax included) for orders to Okinawa Prefecture
• International: calculated automatically at checkout, based on the destination country or region and the weight of your order

Regular items are dispatched on weekdays only, within one week of your order. Pre-order items are dispatched in the period stated on the product page at the time of ordering.

International delivery usually takes 3-5 or 5-8 business days after dispatch, depending on the destination. Transit times vary with customs clearance and local delivery conditions.

• 1. We cannot accept requests for a delivery date or time, and we cannot hold orders.
• 2. For hold-at-door or parcel-locker delivery, please arrange it yourself through Sagawa Express "Smart Club" or their official LINE account. We are not able to arrange it on your behalf.
• 3. As a rule, each order number is shipped separately. We cannot combine separate orders into one shipment.
• 4. Please enter your delivery address accurately. We may cancel an order if the address is incomplete or incorrect.

Yes. We currently ship to 15 countries and regions: United States, United Kingdom, European Union, Canada, Australia, Singapore, Thailand, Philippines, Vietnam, Malaysia, China, Taiwan, Indonesia, South Korea, and Hong Kong. Orders are shipped by Sagawa Express "Hikyaku International Delivery", and the shipping charge is calculated and shown automatically at checkout. See our Shipping Policy for the full list and details.

All customs duties, import consumption tax (VAT / GST) and clearance fees applied in the destination country or region are paid by the customer (the recipient). They are not included in the product price or the shipping charge.

If a package is returned to us because duties were not paid or delivery was refused, the outbound and return shipping costs are your responsibility and are deducted from any refund.

Returns are accepted for orders that meet the conditions below. Please note that the Japanese "cooling-off" system does not apply to mail-order sales. Contact us within 3 days of delivery for orders within Japan, and within 14 days of delivery for international orders.

We cannot accept a return in the following cases.

• 1. Sale items, pre-order items, and items marked as non-returnable
• 2. Items reported after the return window (within Japan: 3 days from delivery / international: 14 days from delivery)
• 3. Items that have been used, worn, washed or dry-cleaned
• 4. Items whose tags have been removed or lost
• 5. Items with odours, stains or damage
• 6. Items whose condition, including the box and accessories, differs significantly from how they were delivered
• 7. Any other item that does not meet our return standards

We may decline a return even after the item has been sent back if it does not meet the conditions above. Please check them carefully before contacting us.

Yes, where the size or colour you want is in stock, whether or not your order has been dispatched. Please contact us through the enquiry form.

Yes. We accept change-of-mind returns if you contact us within 14 days of delivery. You arrange the return shipment, and return shipping costs are your responsibility.

We refund the price of the item. The original international shipping charge is non-refundable. No restocking fee applies.

Returns sent without prior notice may not be accepted.

It depends on the item. We can sometimes order an item in, so please contact us through the enquiry form. For some items we may not be able to give an answer.

We sell gift bags separately, so please add one to your order. It is shipped together with your items. We do not wrap the items themselves, and we are not able to include our original shopper bag.