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Frequently asked questions
We provide you with frequently asked questions and answers. Please refer to this before enquiring us.
- The product hasn't arrived
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First, please check whether the item you ordered is a "pre-order item."
If you order multiple items, including pre-ordered items, the items will be shipped only after all items are in stock.
If you have ordered only regular products that are not pre-ordered items but do not receive the product, please contact us using the inquiry form. - I don't know how to pay at convenience store
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From the orderWithin 2 daysPlease pay at the convenience store of your choice. Products will be shipped after payment is confirmed.
After your order is completed, you will receive an email with your payment number, but depending on your environment, we may not be able to receive the payment number.Make sure to take a screenshot of the payment number screen that appears when you place an orderPlease. - I want to cancel my order
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in principle,We cannot accept cancellations or returns or exchanges after your order has been confirmed due to customer's convenience.Please be aware of this.
Returns and exchanges due to initial defects can only be accepted within 7 days of receiving the product. If you exchange defective products, we will bear the cost of our store. - I want to change the order
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The contents cannot be changed after your order has been completed.Thank you for your understanding.
- I want to change the shipping address
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Please use the inquiry form to contact us both the address you entered when placing your order and the address you wish to change.
Please note that we cannot accept changes depending on the timing if the product has already been shipped or even before it is shipped. - The item has been returned
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If the customer does not receive the item after it has been shipped from our store and returns it, we will refund you and cancel the order. Thank you for your understanding.
*If you pay by convenience store payment, a refund will be made by bank transfer. If the item is returned due to customer's convenience, the customer will be responsible for the convenience store payment and transfer fees.
If you are using a mobile carrier email, please check your domain specification settings (spam settings).
@sumzap.jpPlease set it up to receive emails from the domain.
*As we are closed on Saturdays, Sundays and public holidays, we will respond to your reply on the next business day.
Contact form
*Depending on the content of your inquiry, we may not be able to answer your questions.
*We may not be able to answer inquiries other than Japanese.
*Reply to inquiries is in Japanese.
Please understand that all information is provided in Japanese only.
