Before contacting us

Regarding inquiries

  • In principle, we will respond sequentially within 5 business days. Inquiries received on Saturdays, Sundays, holidays, Golden Week, summer, year-end and New Year holidays, and our designated holidays will be confirmed sequentially from the next business day onwards.
  • Our responses will be sent to the individual customer who made the inquiry. Please do not share all or part of your answers with others, or reprint or post them on social networking sites or other places where the general public can view them.

About changing the delivery address after placing an order

  • You can change the delivery address yourself using the AI chat function.
    “Start chat → Change delivery address”🚚” Please proceed.
    Change delivery address

     

    [Confirmation items]
    We may not be able to accommodate orders where shipping charges will increase due to a change in the delivery address, or orders that are still in the shipping process. Please contact Yamato Transport yourself after the product is shipped.

Initial defective replacement guidelines

If you find that there is a problem with the product you purchased, we apologize for the inconvenience, but please contact us after receiving the product.within 7 daysPlease contact us.

Points to check before contacting us

  • Please prepare an image that shows the defect in the product.
  • If it is dirty, try wiping it with a damp cloth that has been wrung out. Minor stains that can be wiped off are not eligible for replacement.
    If it cannot be removed by wiping, please mention this when contacting us.
  • If a product's parts are missing or damaged, only those parts may be shipped.

Cases in which returns or exchanges cannot be accepted

  • Returns and exchanges due to customer convenience
  • Requests for exchange or return after the corresponding period has passed from the date of product arrival due to long-term storage, etc.
  • Items returned without prior notification (Please be sure to contact us in advance if you wish to exchange or return the item.)
  • Products that are scratched or damaged due to customer use
  • A request from someone other than the purchaser (excluding cases where the request is made by an agent whose authority of representation has been certified in the manner specified by our company).
  • When making a purchase at a store outside of this site (including, but not limited to, auction sites, permanent stores, physical stores, and internet stores)
  • If the defect is due to manufacturing characteristics and does not fall under the category of initial defect.

Notes on replacement

  • If you send us the product without contacting us in advance, we will not be able to provide exchanges or refunds.
  • Please note that even if you make an inquiry within 7 days of purchasing or receiving the item, if the item is sold out or a replacement item is not available, we may issue a refund.