inquiry
Frequently asked questions
We provide answers to frequently asked questions from our customers. Please refer to this before contacting us.
- Product not delivered
-
First, please check whether the item you ordered is a "pre-order item".
If you place an order for multiple products, including pre-order items, the order will be shipped only after all the products are received.
If you have ordered only regular sale items (not pre-order items) and have not received your order, please contact us using the inquiry form. - I don't know how to pay at a convenience store
-
From your orderWithin 2 daysPlease pay at the designated convenience store. The product will be shipped after payment is confirmed.
After completing your order, you will receive an email with your payment number, but depending on your environment you may not be able to receive it.Be sure to take a screenshot of the payment number screen displayed when placing your order.Please. - I want to cancel my order
-
In principle,We cannot accept cancellations, returns, or exchanges after the order has been shipped due to customer circumstances.Thank you for your understanding.
Returns and exchanges due to initial defects will only be accepted within 7 days after receiving the product. Shipping costs for exchanging defective items will be borne by our store. - I want to change the order details
-
Once your order is complete, you cannot change the details.Thank you for your understanding.
- I want to change my shipping address
-
Please use the contact form to inform us of both the address you entered when placing your order and the address you wish to change to.
Please note that if the product has already been shipped, or even before shipping, depending on the timing, we may not be able to accept changes. - The product has been returned
-
If the customer does not receive the item and returns it after it has been shipped from our store, we will issue a refund and cancel the order. Thank you for your understanding.
*If you paid at a convenience store, your refund will be made by bank transfer. If the return is due to customer circumstances, convenience store payment fees and transfer fees will be borne by the customer.
If you use mobile carrier email, please check your domain designation settings (spam email settings).
@sumzap.jpPlease configure your settings so that you can receive emails from this domain.
*We are closed on Saturdays, Sundays, and holidays, so we will respond to you on the next business day.
Contact form
*Depending on the content of your inquiry, we may not be able to respond.
*We may not be able to respond to inquiries in languages other than Japanese.
*Replies to inquiries will be in Japanese.
Please understand that all information is provided in Japanese only.
