We are sorry, but you cannot add or change your order after it has been confirmed.We ask you to cancel your order and place it again.If you wish to cancel, please contact us using the contact form.
FAQ
ORDER
Can I modify the order data (order data, order holder information, delivery address information) after the order is completed?
We are sorry, but you cannot add or change your order after it has been confirmed.We ask you to cancel your order and place it again.If you wish to cancel, please contact us using the contact form.
I have placed an order but have not received an email. I am worried if my order has been placed.
You will receive an automatic confirmation email when your order is complete.Please check your spam mail or disable the contact@com domain designation.If you would like us to resend the e-mail, please contact us using the Contact Us form.
Will a receipt or delivery note be issued?
A delivery note is included with the product.Receipts will be sent separately, so please contact us via the inquiry form with name and address.
SHIPPING
Item not shipped
Shipment may be delayed depending on order status.
If your order is not shipped within 3 days of the order date, please contact us at Customer Support.
What to do if shipped items are not received
1. Stopped at customs clearance
If the status has not been updated for more than one week, it may be held in customs.
After the storage period, the package will be returned to Japan. If you have received a phone call, e-mail, or notice from the customs office, please check with the customs office.
2. Stopped at the post office.
If the status has not been updated for more than one week, it may be held in customs.
After the storage period, the package will be returned to Japan. If the post office has sent an absentee notice, please check with the post office.
Delivery via EMS.
Shipping charges vary depending on the country and the weight and size of the item.Please check the fee schedule here.
Is it possible to combine two orders in one shipment?
We are sorry, but we cannot ship separate orders together.In the unlikely event that you wish to cancel, please contact us using the Contact Form.
Package not received.
The Sagawa Express contact number can be found on the Customer Account page.The customer is requested to instruct the shipping company directly for re-delivery.Orders placed after the carrier's storage period will be cancelled.Please note that the customer may be required to pay for this service.
CANCEL&REFUND
Can I cancel my order after it has been completed?
Orders placed prior to shipment can be cancelled.Please contact us using the Contact Form.
Defective product
We apologize for any inconvenience caused.Please contact us using the Contact Form, describing the condition of the product.
I want to return an item
Returns other than defective items will not be accepted.For more information, please refer to the description based on the Act on Specified Commercial Transactions.