F&Q
Pricing
Q. Are there any extra costs other than the price of the product?
A. Depending on the destination country, customs duties, VAT, GST, etc. may be incurred. Please check your country's customs website for more information on these fees, as standards vary by country. These costs are the customer’s responsibility.
Shipping costs are automatically calculated based on weight at checkout
Shipping
Q. I want it to be delivered before the selectable delivery date.
A. Time and date selection service is not available for orders from outside of Japan.
Q. I would like to know the hours of operation.
A. Weekdays from 10:00 to 16:00 at Japan time.
Q. Will I always receive my order on the requested delivery date and time?
A. Time and date selection service is not available for orders from outside of Japan.
Payment
Q. I want to know my payment options.
A. we support credit cards (VISA, MASTER, AMEX, JCB), PayPay,Paidy,AmazonPay, ApplePay and GooglePay.
Q. I want to change my payment method.
A. Changes cannot be made after the order has been placed, so please check your order carefully before placing your order.
Returns and Exchanges
Q. I want to cancel.
A. We cannot cancel an order after it has been placed for the customer's convenience, so please check your order carefully before placing an order.
Q. I want to return an item I received.
A.. Please click here for our return policy.
cart system
Q. The item in my cart is out of stock.
A. Please note that having an item in your cart does not guarantee that the item is in stock. Also, you will not be able to proceed to checkout if you have out-of-stock items in your cart, so please delete the out-of-stock items on the cart page before proceeding.
Q. The product is in stock on the product page, but when I add it to the cart, it says "out of stock".
A. The cache of page information is displayed on the product page.
This mechanism may cause a discrepancy between the inventory shown on the site and the actual inventory status.
Therefore, when you try to add an item to your cart, you may not be able to add it to your cart due to lack of stock.
Thank you for your understanding.
Q. Price changes when items are added to the cart.
A. Product pages display a cache of page information, which may not be up-to-date, including prices.
The price shown on the cart page is the most current.
Q.I tems in my cart have disappeared.
A. Items added to the cart will be automatically deleted after a certain period of time.
Please understand that this is a consideration to ensure that fairness is not compromised by adding a large number of items to the cart or by other methods.
Shipping and Delivery
Q. I want to change my shipping address.
A. Changes cannot be made after the order has been placed, so please check your order carefully before placing your order.
Q. Are you sure you ordered it correctly?
A. Orders displayed on the Order Details page after payment has been completed have been successfully completed. In addition, we will send you a notification e-mail when the order is confirmed and when the products are shipped. Please check the email.
Q. I want it included in the package.
A. Bundling of ordered items will be done automatically under certain conditions. We will not be able to accommodate requests for bundling in other cases.
Q. Absentee ballot is not in the mailbox.
A. Please contact the delivery company for the absentee ballot.The shipping carrier for your delivery will be listed in the shipping e-mail we send you.
Q. I want to specify a delivery company
A. Shipment will be made by either Sagawa Express or Japan Post.Please note that it is not possible for customers to chose carrier.
If you have any other questions, please feel free to contact us.enstyleport@ittoh.com