Q. I made a mistake when ordering. Can I cancel?
A. We will promptly process the cancellation once our business hours begin.

Q. Can I change products after ordering?
A. We will accommodate your request as much as possible if the item has not yet been shipped. Please cancel your order once and then place a new order.

Q. Can I change the payment method after ordering?
A. Yes, but we will have to cancel your current order and ask you to place a new one.

Q. Where can I check my order details?
A. You can check them in the 'Order Confirmation Email' sent automatically after your order is complete or in 'My Account'.

Q. I haven't received my order confirmation email.
A. Please check your spam folder or email reception settings. If you are using a carrier email, it may not be delivered due to reception restrictions.

Q. Can I place an order by phone?
A. We apologize, but orders can only be placed through our online shop.

Q. Can I change the shipping address after ordering?
A. It may be possible to change it before shipping. Please contact us by email as soon as possible.

Q. Can multiple orders be shipped together?
A. If you purchase multiple items in a single order, we can accommodate this. However, if you place separate orders for individual items, they will be shipped separately.

Q. I realized after ordering that I forgot to use a coupon. Can it be applied?
A. Due to system limitations, coupons cannot be applied after an order is confirmed. Therefore, we will cancel your order and ask you to place a new one. We would appreciate it if you could contact us once.

Q. Can you hold an item for me?
A. We apologize, but as a general rule, we do not hold items.

Q. Do you have any plans to restock sold-out items?
A. As these are pre-owned items, they are generally one-of-a-kind. Restocking is undecided.

Q. Can I return or exchange an item?
A. We generally do not accept returns or exchanges due to customer convenience. If there is a product defect, please contact us promptly within 3 days of arrival.

Q. Can't I return an item under the cooling-off period?
A. "Cooling-off" is a system applied to door-to-door sales and similar transactions. Currently, cooling-off is not mandated for mail-order sales.
To facilitate easier purchasing decisions for our customers, we provide detailed product information and a contact window. This allows us to ascertain your purchase intent in advance, so the cooling-off system does not apply.

Q. How long does it take for my order to be shipped?
A. Orders are usually shipped the day after your order is confirmed. This may change during busy periods or our long holidays.

Q. Do you ship on Saturdays, Sundays, and public holidays?
A. Our business days are Monday to Friday. We ship on our business days. Please check our business day calendar for details.

Q. Do you ship internationally?
A. ISEYAN ONLINE does not directly ship overseas, but customers outside Japan can make purchases by using the purchasing and shipping agent FROM JAPAN. Please see our user guide for details.

Q. Can I send a gift directly to the recipient?
A. Yes, you can. Please enter the recipient's delivery information in the shipping address field when placing your order.

Q. The item I ordered has not arrived.
A. Please check the tracking number provided in the shipping confirmation email. If you have any questions, please contact us.

Q. Will documents showing the price be included?
A. Generally, a delivery note is included with the product. If you do not want the recipient to know the price (e.g., for a gift), you can request "no delivery note" in the remarks field when placing your order, and we will ship only the product. Please feel free to make such a request.

Q. Is this authentic?
A. All items handled by our shop are genuine and have undergone authenticity checks, so please purchase with confidence.

Q. Do you also sell in physical stores?
A. Yes. We also sell in our physical store and other marketplaces. Therefore, an item may be out of stock depending on when you place your order.

Q. Can an item be out of stock after I place an order?
A. As we share inventory with our physical store and other sales sites, items may be sold out depending on the timing. We appreciate your understanding.

Q. Can the color of the product image differ from the actual product?
A. The actual product's color may appear different depending on your device and shooting environment.

Q. Is it clean? Or will you send it in clean condition?
A. Before listing, we check the condition and clean the item as much as possible. We also reconfirm the condition after you place an order and handle it with care.

Q. I want to know more about the product's condition.
A. If you have any concerns, please feel free to contact us via the inquiry form. We aim to reply as soon as possible after reviewing your inquiry.

Q. Can I get a discount?
A. We generally do not offer discounts. We hope you can take advantage of irregular events or LINE coupons.

Q. Is gift wrapping available?
A. As an ISEYA ONLINE exclusive service, we offer one free gift bag for each item purchased. If you would like gift wrapping, please add it to your cart with your other items or specify your request in the remarks column. For more details, please check the gift wrapping page.

Q. Can I have a receipt issued with no payee or "bearer" as the description?
A. We apologize, but we do not issue blank receipts or receipts with vague descriptions such as "bearer." We appreciate your understanding.

Q. Can I get a receipt after placing an order?
A. Yes, you can. If you wish, please specify the "payee and description" in the remarks column when placing your order or contact us through inquiries. Please note that the payment method will be stated after the description.

Example: Payee: Mr./Ms. ○○, Description: For ○○ (as credit card payment)

Q. Where can I check my point status and expiration date?
A. You can check this in the "My Account" tab under "Point History" after logging in.