Yes, we will refund the cost of any items we are unable to arrange.
If we are unable to arrange an ordered item for any of the following reasons, we will refund the cost of that item.
- The item is out of stock at the retailer and could not be arranged.
- The retailer has declined to sell the item.
- The item is classified as (or may be classified as) dangerous goods restricted from air transport.
- The arrangement of the item was cancelled after consultation between the customer and our store.
- The item could not be arranged due to other unavoidable circumstances.
(Supplementary explanation) How payment for item costs works
When you place an order, you pay for the item using a credit card or similar method, but at that point the payment amount is not yet finalized.
The payment amount is finalized once our store has confirmed the order details and successfully arranged the item.
For example, if you order 5 units of an item priced at 1,000 JPY, you will be charged 5,000 JPY on your credit card, but at the time the order is submitted, the 5,000 JPY payment is not yet finalized. (This state is referred to in credit card terminology as "authorized but not captured.")
If only 4 of the 5 units could be arranged, our store will settle the payment for only 4,000 JPY of the 5,000 JPY as the final confirmed amount. (Only 4,000 JPY will be "captured.")
In this case, you will ultimately be charged only 4,000 JPY.
*Depending on your credit card company, the authorization amount at the time of order (5,000 JPY in the example above) may be displayed to you as the "amount due." However, as explained above, this amount has not yet been finalized as the actual charge. If you have any questions, please contact your credit card company.
*This FAQ is displayed using automatic translation.