FAQ - frequently asked questions
FREQUENTLY ASKED QUESTIONS
FAQ
We have compiled a list of frequently asked questions regarding orders, shipping, payments, gifts, and more.
01 / QUESTIONS
HOW CAN
WE HELP?
Tap a question to display the answer. Please check here if you have any questions before or after placing an order.
01 I have not yet received my order confirmation email.
If you entered an email address with a domain specific to a mobile carrier such as ezweb.ne.jp, docomo.ne.jp, or softbank.ne.jp, the email may be rejected due to filters or device settings.
02 How many days does it take for products to arrive after ordering?
Products are generally shipped by Yamato Transport within two business days of your order at the latest. If you live in Hokkaido, Kyushu, Shikoku, etc., it will take one extra day for delivery after shipment, but if you live in Kanto, Chubu, Kansai, etc., you can receive it as early as the next morning.
03 Regarding the sales schedule for new brands and products.
We will announce the sale of new brands and products in advance on our LINE official account. Please register as a friend.
04 Regarding deferred payment (Paidy).
For details on deferred payment (Paidy), please refer to the page at the link below.
PAIDY Frequently Asked Questions →05 Will out-of-stock items be restocked?
Of course, products that have received many restock requests will be resold at any time. Please use the "Restock Request" button at the bottom of the sold-out product page.
06 What payment methods are available?
We accept various credit card payments - VISA / JCB / Mastercard / American Express - as well as PayPay / Rakuten Pay / au PAY / Apple Pay / Google Pay / Paidy, and more.
07 Is gift wrapping available?
Yes, it is possible.
GIFT / Gift Wrapping →08 I don't know how to use a gift card.
When purchasing a product, there is an input field for a gift code on the payment screen. Enter the code from your gift card there, and it will be applied.
09 Can I use multiple gift cards at once?
Yes, of course, you can. Please enter each gift code on the same payment screen.
10 Do gift cards have an expiration date?
Basically, there is no expiration date. If an expiration date is set for a special reason, it will be stated in the email sent when the gift card is transmitted.
11 Can I check the delivery status of my shipment?
You can check it in the email sent after shipment is completed. It also contains the Yamato Transport tracking number, so you can track it yourself.
12 How to log in
You can log in from the menu on the top page. On a smartphone screen, log in from the menu icon on the top left (on a PC screen, from the account icon on the top right).
13 I have not received the order confirmation email or shipment completion email after placing an order.
If you registered an email address using a domain specific to a mobile carrier such as au, docomo, or softbank, there are cases where emails may not be delivered due to filters.
14 Can I change my account registration details?
If your address, name, or phone number changes, please create a new account or contact us by email, and we will change the details at any time.
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MORE HELP?
If your question is not answered in the FAQ, please contact MATILDA DEPT.