FAQ
Shipping within Japan is free of charge. International shipping will be charged according to the country and other costs.
If you do not like the product you received, or if the size does not fit, you can return the product if the conditions are met. For more information, please see RETURN POLICY.
Only one delivery address can be specified per order. If you have more than one delivery address, please order for each delivery address.
We are generally unable to change the delivery address after an order has been placed, but we will do so as far as possible before the order is dispatched. Please note that this may not always be possible.
We usually ship in 3-4 working days. Please note that shipments after long holidays such as GW and New Year's will take longer than usual. Please note that the call centre may contact you by phone or email to confirm your identity for each order, in order to check for fraudulent orders. Please understand this in advance.
You can check the delivery status from the Sagawa Express tracking number on the shipment notification. Please note that the tracking number will not be reflected on the day of shipment. Please check the tracking number from the Sagawa Express tracking service from the day after the shipment date.
Once an order has been confirmed, it cannot be cancelled from the website. To cancel an order, please contact us via the contact form. Please note that the cancellation status depends on the status of the shipment, and once the parcel has been handed over to the delivery company, the order will be returned instead of cancelled. If cancellation is not possible, the customer must pick up the package and return it. (In the case of a return at the customer's convenience, the customer is responsible for the shipping costs.)
We do not accept changes to the date and time of delivery. Please contact Sagawa Express directly after shipment.
After placing an order, you will receive an order email from us. Please check there. Please note that the date of payment is the date of your order. If you are a registered member, you can log in to our online store and check the status of your order in your order history.
If you paid by credit card, please contact us. Please be sure to provide your order number.
It is possible to order by telephone. If you wish, we can explain each item one by one via video phone (FaceTime, LINE or ZOOM). Please feel free to use our online shop visit. First, please request your preferred date and time via the booking form (https://airrsv.net/mga/calendar).
We accept one-time payment by VISA, MasterCard, JCB, AMEX and partner credit cards.
Yes, it is safe. We do not keep your payment details and process payments and refunds through Shopify Payments.
Shop Pay is a payment service provided by the Shopify online shop system. Once you have registered your email address and mobile phone number with Shop Pay, you can simply enter the six-digit Shop Pay code (SMS verification) sent to your email address and mobile phone number the next time you make a purchase, without having to re-enter your shipping address or credit card details. More information can also be found on the official Shop Pay website.
You can make changes from the Shop Pay login screen (external website).
We will do our best to add products to your order after it has been confirmed. Please contact us via the contact form with the desired products.
In principle, once a voucher code has been used, it cannot be reused. We also do not support reissues, so please be careful when ordering using a voucher code!
Yes, you can order as a guest. Please register as a member and place your order so that you can track the progress of your order.