Support

Before production starts, use “Edit delivery address” if shown on your order page. Editing is unavailable during an open payment dispute. After production starts or if the button is unavailable, use the contact form; we will check whether a change is still possible before dispatch.

Your order detail page shows the current status. We'll also email you when it ships.

After payment and before dispatch, you can apply from the order details when the “Request refund” button is available. For returns or defects after dispatch, a missing button, or sign-in problems, use the contact form. Button availability does not limit your return or statutory rights.

Change-of-mind cancellations are accepted before shipping preparation begins, including during production. Use “Request refund” in the order details or the contact form. Your statutory cancellation rights for our failure to perform the contract remain available after shipping preparation starts.

For change-of-mind returns or exchanges, contact us within 7 days after delivery; items must be unopened, unused, and resalable, and you pay return shipping. These deadline and item-condition requirements do not apply to damaged, incorrect, or non-conforming products; we cover necessary return and replacement shipping. Use the contact form and wait for our return instructions.

If delivery is overdue or tracking stops updating, contact us with your order and tracking numbers if available. If marked delivered but missing, check with your household and the delivery location, then contact us. We will investigate with Japan Post and explain the outcome and next steps.

Refunds normally return to the original payment method. We initiate the refund within 5 business days after approval and receipt of necessary information and any required returned-item inspection. Posting depends on your payment provider; cards typically take 5–10 business days after processing. Contact us with your inquiry reference if it has not appeared.

You can use the contact form without signing in or knowing an order number. If no reply arrives within 2 business days, check spam and follow up with your inquiry reference if available. Reply to the existing thread for the same issue. If the form is unavailable, call the phone number listed on the operator information page. For unresolved issues, Japan’s Consumer Hotline 188 connects you to a local advice service (call charges apply).