FAQ

Orders placed up until the day before shipping will be cancelled. Please make a request via the inquiry form .
We cannot change the shipping date for products after the shipping date. In that case, you will need to process the return as soon as you receive the product. Thank you for your understanding.

For orders placed up until the day before shipping, we will change the contents of the product. Please make a request through the inquiry form .
We cannot change the shipping date for products after the shipping date. In that case, you will need to request an exchange as soon as you receive the product. Thank you for your understanding.

Credit card, PayPay, You can pay by dPayment, au Easy Payment, SoftBank lump sum payment, cash on delivery, or bank transfer.

Credit card payment
・VISA, MasterCard, JCB, AMERICAN EXPRESS, and Diners are accepted.

■■ Please note:
If you place an order using the above payment method, our payment system has a holding period of only about 30 days from the time you place your order until the sale is charged to your card company, and payment will not be possible after this period has expired.
Therefore, if the period between the date of your order and the shipment of the product is more than 30 days, we will charge your credit card before shipping the product. Thank you for your understanding.
*If you wish to cancel or return your order, or if there is any inconvenience caused, you can cancel the card payment.

If the delivery address in your past order history does not match the current delivery address
When placing an order using a registered credit card, if the "current delivery address" does not match the "delivery address in your order history," you will need to re-enter your credit card number to prevent fraudulent use. To proceed with your order, click "Pay with a new credit card" and re-enter your credit card number.
You can also re-enter your registered credit card number.

When the communication environment
If the communication environment is unstable, the process may not be performed properly. If you are using Wifi on a smartphone, try switching to a carrier communication environment. If you are using carrier communication, try switching to a Wifi environment to see if that improves the situation.

Depending on the browser you use
The recommended environment for our website system is as follows. If you do not use the recommended environment, you may not be able to use the site or it may not display correctly.
[PC] Chrome (latest), Firefox (latest), Edge (latest)
[Smartphone] Safari (iOS14 or later), Chrome (Android9 or later)
Even if you are using a recommended browser, the site may not display correctly depending on your settings. Please try switching to a different browser to see if that improves the experience.

If you use a credit card that does not support 3D Secure
This site has implemented 3D Secure (identity authentication service) to prevent fraudulent use.
Cards that do not support 3D Secure cannot be used, so please either change to a card that supports 3D Secure or choose a different payment method.
*Please contact your card issuer to find out whether your credit card supports 3D Secure.

・About 3D Secure (identification authentication service)
3D Secure (personal authentication service) is a general term for personal authentication services that ensure safe credit card payments over the Internet.
To use this service, you will need to set a password on the website specified by your credit card issuer (there is no charge for using this service). If you have any questions, please contact your credit card issuer's support.

If there is a price difference due to the exchange or change, we will refund the difference or charge you an additional amount. If you paid by credit card, we will change the amount charged to your credit card. If you paid by cash on delivery or bank transfer, we will refund you by transferring the amount from our bank account or charge you an additional amount by cash on delivery or bank transfer.

*Cashless payment (PayPay, In the case of d Pay, au Easy Payment, SoftBank lump sum payment, the amount cannot be changed (it can be reduced), so we will first return/refund the item and then you will need to go through the ordering process again.

The shipping email for your order will include the URL of the website where you can issue a receipt or invoice, so please issue one from there. A PDF file will be downloaded, so please print it out and use it as needed.
* Receipts cannot be downloaded for cash on delivery, deferred payment, full payment with points, etc. (Only the delivery note can be downloaded).

The delivery note is not included with the product.
*If necessary, the URL of the website where you can issue a receipt or delivery note will be included in the shipping email for your ordered items, so please issue one from there.

Yes, you can if you are ordering shoes. When you proceed with the order process, please select simple wrapping (free of charge) in the gift wrapping section and place your order. Please note that we cannot wrap miscellaneous items, shoelaces, shoe care products, etc. Furthermore, we are unable to provide shopping bags. Thank you for your understanding.

Pre-orders are scheduled to be completed during the period indicated as "month pre-order." We will ship the product as soon as production is completed, but the completion date may vary. Thank you for your understanding.

For orders placed up until the day before shipping, we will change the delivery address. Please make a request through the inquiry form . We cannot change the shipping date for products after the shipping date. In that case, please contact the delivery company with the tracking number written on the shipping notification email.

For orders placed up until the day before shipping, we will change the delivery date and time. Please make a request through the inquiry form . For products after the shipping date, we cannot change the delivery date. In that case, please contact the delivery company with the parcel slip number listed in the shipping notification email.

The time from shipping to delivery varies depending on the region.
Delivery will be from Hiroshima.

*Please note that we may not be able to accommodate your request in any of the areas due to transportation conditions, etc.
*Time cannot be specified in some areas.
*If the delivery destination is a company or store, time cannot be specified.

Estimated time from shipping date until delivery to customer

*The shipping date is the date we ship the item, not the date it will arrive at your door.

Weeks with public holidays (e.g., when a public holiday falls on a Friday)

you can't.
When placing your order, please specify a delivery address where you can receive the item, such as your home or a delivery company office.

If you have purchased an item from our website, please request a return via the inquiry form within 14 days, including the date of shipment.
If the product you receive is unused, we can accept returns. After receiving your request, we will contact you to explain the return method. Please note that you will be responsible for the shipping costs to send the product to us. For more information, please see the exchange and return page .

*If you purchased the product from somewhere other than this website, please contact the store where you made the purchase.

We do not accept exchanges or returns in-store for products purchased online.

First, please see the page about repairs . If you contact us using the inquiry form on the page about repairs, we will contact you.

This varies depending on the product, so please fill out the necessary information on the inquiry form and contact us. We will get back to you to let you know the schedule for reproduction.

We also sell shoelaces. Please choose your preferred shoelaces from this page. Please note that we may not sell the shoelaces that originally came with some shoes.

No. Please contact the store directly regarding availability and sales.

Click here for a list of stores

First, please see the page on choosing your size .
Basically, Smart Casual products are sized larger like leather shoes, while others are sized like sneakers. However, the size may vary depending on the material and shape, so the above may not apply. If the size does not fit, we accept size exchanges, exchanges for other products, and returns as long as the item is in an unused condition.
For more information, please see our exchange and return page.

Please see our care page.