FAQ
About the Site
What browser is recommended?
We recommend using this website in the following environments.
[PC site]
Windows OS
・Google Chrome latest version ・Microsoft Edge latest version ・Firefox latest version
Mac OS
・Google Chrome latest version ・Safari latest version ・Firefox latest version
[Smartphone site]
Latest version of iOS, latest version of Safari, latest version of Google Chrome
Latest version of Android and latest version of Google Chrome
The site isn't working properly
Please check your browser settings to make sure that JavaScript and cookies are enabled.
▼About JavascriptThis site uses Java Script. Please enable JavaScript in your browser settings when using the site.
▼About cookiesWe use cookie information to make our website more convenient to use. Please enable cookies in your browser settings when using this website.
About Membership Registration and Membership Information
Forgot Password
Please go to the "Forgot your password?" section on the login screen of the site, enter your "email address" and follow the procedure. Once you have completed the procedure, we will send you an "Account Password Reset" email to your registered email address.
Click on the URL in the email you received and a password reset screen will appear, where you can set a new password.
I want to cancel my membership
If you wish to cancel your membership, please contact us from the "Inquiries" page by entering your name, registered email address, and a message stating that you wish to cancel your membership. Once we receive your inquiry, our customer center will contact you by email.
*After you cancel your membership, your personal information will be processed so that it cannot identify you and will be stored for a certain period of time.
About ordering
I want to change my order
Once an order has been completed, we cannot accept changes to color, size, or to a different product of the same price.
I want to cancel my order
Please note that we cannot accept cancellations after an order has been completed.
I want to combine orders
We are unable to accept the consolidation of multiple orders.
Since items will be shipped per order number, shipping fees and cash on delivery fees (if ordering by cash on delivery) will also be charged for each order number.
I want to issue a receipt
Please issue a receipt by clicking the "Receipt" button next to your order number on the "My Account" → "History" page.
Payment
What payment methods are available?
The following payment methods are available:
・Credit card (Visa / Mastercard / American Express / JCB)
・Cash on delivery
How many payments can I make by card?
Only one payment is allowed. If you receive an error message, please contact your credit card company directly.
Can I change my payment method after placing an order?
For regular sales products and pre-order products, we cannot accept changes to the payment method after the order has been completed.
Can I make a bonus payment?
Bonus payments are not available.
If I pay by credit card, when will the payment be debited?
This website considers the date of your order to be the date of use, and sends billing data on the date of order.
When paying by credit card, the withdrawal date will vary depending on the credit card company's cut-off date settings, so please contact your credit card company directly for details.
What is the COD fee?
Cash on delivery fee is the fee charged by Sagawa Express for their cash on delivery service: please see below.
Purchase amount of 10,000 yen or less 330 yen Purchase amount of 30,000 yen or less 440 yen Purchase amount of 100,000 yen or less 660 yen Purchase amount of 300,000 yen or less 1,100 yen Purchase amount of 500,000 yen or less 2,200 yen Purchase amount of 600,000 yen or more 6,600 yen
If you order by cash on delivery, you will be responsible for the shipping charges.
About delivery and shipping charges
How much is the shipping fee?
Shipping is free nationwide.
I want to change the delivery address, delivery date, or delivery time
We cannot accept changes to the delivery address, delivery date, or delivery time after an order has been placed.
I want to check the status of my order
To check the delivery status of your package, please have your delivery slip number ready and use the Sagawa Express package inquiry system. The delivery slip number is included in the "Shipping Completion Notification" email sent on the shipping date. Click here to check your delivery status
Can you ship overseas?
We are very sorry, but we do not deliver to overseas addresses. Thank you for your understanding.
I want to specify a delivery date for a pre-order item
For pre-order items, we cannot accept requests for specific delivery dates when placing your order.
Do you provide gift wrapping?
Gift wrapping is not available.
Returns and exchanges
Can I return an item?
We cannot accept returns or refunds for products due to personal reasons. Please check the contents carefully before placing your order.
Can I exchange an item?
We do not accept exchanges for reasons of customer convenience.
If you would like a different color or size than the one you ordered, please place a new order for the desired product.
