FAQ
Q. Can I cancel my order?
Cancellations are accepted before dispatch only. Please contact us through the contact form or by email. We cannot accept cancellations after dispatch.
Q. Can I return an item?
We accept returns both for defective or damaged items and for change-of-mind returns. In either case, please contact us by email within 3 days of receiving your order. Change-of-mind returns require the item to be unused, unopened, and with tags and accessories intact, and return shipping is at your expense. Please see our Refund Policy for details.
Q. Can I exchange an item for a different size?
We do not offer exchanges. If you would like a different size or colour, please return the item and place a new order.
Q. My item arrived damaged.
Please contact us by email within 3 days of delivery, attaching photographs of the fault. Once confirmed, we will arrange either a replacement or a refund. We cover the cost of return shipping.
Q. I would like to ask about a product.
Please contact us through the contact form or our official LINE account. We will check and get back to you.
Q. I forgot to enter a coupon code. Can it be applied afterwards?
For system reasons, coupon codes cannot be applied to an order once payment is complete.
Q. I would like to change my payment method.
Payment methods cannot be changed once payment is complete.
Q. Do you ship internationally?
We ship worldwide, including Japan and Vietnam. Please see our Shipping Policy for shipping fees and delivery times. For deliveries to countries or regions other than Japan and Vietnam, customs duties, taxes, or clearance fees may be charged on import, and these are the customer's responsibility.
Q. Can I choose the carrier?
The carrier cannot be chosen. Within Japan we ship by Yamato Transport or Japan Post. Within Vietnam and to other countries and regions, we ship by a carrier of our choosing. The carrier may be changed to an equivalent one without notice depending on circumstances.
Q. Will sold-out items be restocked?
Please contact us through the contact form or our official LINE account with the product name, colour, and size. Some items are discontinued or cannot be restocked, so we will check and let you know.
Q. Does the cooling-off period apply?
The cooling-off system exists to protect consumers in door-to-door sales and similar transactions, and does not apply to online sales. As set out above, we do accept returns where you contact us within 3 days of delivery.