We strive to arrange the items you ordered promptly and reliably; however, due to issues on the seller’s side, such as those listed below, delays may occur or it may become impossible to arrange the item.
Please note in advance that we will generally respond as described below.
The item could not be arranged due to being out of stock, etc.
If an item you ordered becomes out of stock, we regret to inform you that the order will be canceled.
In addition, if there is an insufficient quantity when multiple units of the same item are ordered, or if some items within a cart are out of stock, our customer concierge will contact you to discuss the matter.
Shipment of the item to our store was delayed.
We will promptly request the seller (such as the vendor or marketplace seller) to arrange shipment; however, this generally depends on the seller’s circumstances. We appreciate your understanding.
The item was damaged or soiled while being shipped to our store.
If we confirm that an item arrived at our store damaged or soiled, we will contact the seller (vendor, etc.) to confirm the situation and request a replacement. In such cases, the item may be canceled or the arrival of your package may be delayed.
For details, please also refer to this page.
The item arrived at our store with defects.
If we confirm defects in an item that arrived at our store (such as discrepancies between the product description and the actual item), we will contact the seller (vendor, etc.) to confirm and request a replacement. In such cases, the item may be canceled or the arrival of your package may be delayed.
For details, please also refer to this page.
*This FAQ is displayed using automatic translation.