Before making an inquiry

Regarding Inquiries

• We will respond to inquiries sequentially within 5 business days. Inquiries received on weekends, holidays, during Golden Week, year-end and New Year holidays, and company-designated holidays will be confirmed sequentially from the next business day.
• Responses from our company are sent to the individual customer who made the inquiry. We kindly ask that you do not share or post any or all of the response content in places where it can be viewed by an unspecified large number of people, such as SNS.

About Changing the Delivery Address After Ordering

Using the AI chat function, customers can change their delivery address themselves.
Please proceed from "Start Chat → Change Delivery Address 🚚".
Change Delivery Address

【Confirmation Items】
In case the shipping fee increases due to a change in the delivery address, or if the shipment process is already underway for your order, we may not be able to accommodate your request. After the product is shipped, please contact Yamato Transport yourself.

Initial Defect Exchange Guidelines

If a defect is confirmed in the product you purchased, we apologize for the inconvenience, but please contact us within 7 days after the product arrives.

Points to Confirm Before Inquiring

• Please prepare images that can confirm the defect of the product.
• In case of dirt, please try wiping it with a cloth that has been slightly dampened and wrung out. Minor dirt that can be wiped away is not subject to exchange.
  If it cannot be removed by wiping, please indicate this when inquiring.
• If there are deficiencies or damages in the product parts, there may be cases where only the relevant parts are shipped.

Cases Where Returns or Exchanges Cannot Be Accepted

• Returns or exchanges due to customer convenience
• Exchanges or return requests after the response period has passed since the product arrival date due to long-term storage, etc.
• Products returned without prior notice (Please be sure to contact us in advance if you wish for an exchange or return.)
• Products damaged or scratched due to customer use
• Requests from parties other than the purchaser (except in cases where a proxy certified by our specified method makes a request.)
• When purchased from stores outside this site (including auction sites, regular stores, physical stores, internet stores, but not limited to these.)
• Cases where it is due to manufacturing characteristics that do not correspond to initial defects

Precautions Regarding Exchanges

• If you send a product without prior contact, we may not be able to respond to exchanges or refunds.
• Even if you inquire within 7 days after purchase or arrival of the product, if it is a sold-out product or if a replacement product cannot be prepared, we may respond with a refund, so please understand in advance.