FAQ

[Returns and exchanges]
Q.Cancelling an order/changing order details
A. After your order has been completed and the product has been delivered, cancellations or returns cannot be accepted for reasons of customer convenience.

Q. What should I do if I receive a defective product or a product different from the one I ordered?
A. We take every precaution to ensure that products are delivered to you in perfect condition, but if the product you receive is dirty or damaged, or different from what you ordered, please contact us within two weeks of receiving the product.

Q. If the color, size, shape, or texture of the product I received is different from what I expected, can I return or exchange it?
A. After your order has been completed and the product has been delivered, cancellations or returns cannot be accepted for reasons of customer convenience.

[About shipping and delivery time]
Q: Is there a shipping charge?
A.Shipping costs are 1,100 yen (tax included) nationwide.

Q: Who is the delivery company?
A. It will be the delivery company used by each brand. Once the shipment is completed, the9closets will send you an email with the tracking number for each delivery company.

Q. Can I specify a delivery company?
A. We are very sorry, but we cannot accept requests to specify a delivery company.

Q. Can I specify a date and time?
A. We are very sorry, but we do not accept date and time designation. As soon as the shipment is completed, the9closets will send you an email with the tracking number for each delivery company, so please contact the delivery company directly using the tracking number.

Q. Can I have the package delivered to my door or have it held at my office?
A. We are very sorry, but we ask that you make the request to the delivery company yourself. As soon as the shipment is completed, the9closets will send you an email with the tracking number for each delivery company, so please make a request to the delivery company directly using the tracking number.

Q: Can I change the delivery address after completing my order?
A. We apologize for the inconvenience, but it is difficult to change the delivery address after an order has been placed due to the system, so we ask that you change it yourself. Please contact the delivery company directly using the shipping number listed on the shipping notification that will be sent to you after the order has been shipped.

Q. Regarding redelivery of products due to long-term absence, etc.
A. If you are unable to receive your purchase due to an extended absence, etc., we ask that you arrange for redelivery yourself.
In addition, if you are not able to receive your ordered item and it is returned to the sender, your order will be cancelled.
We apologize for the inconvenience, but we ask that you place a new order for the product you wish to purchase.

Q. Regarding notifications when an order is completed and when the product is shipped
A. You will receive an automatic email when your order is complete and your order has been shipped.

In this case, we will send a confirmation email to the email address you entered when placing your order, so please check the email address you entered when placing your order. (If the domain is a mobile carrier's email address, it may be classified as spam. In this case, please check your domain designation settings.)

Q. Do you ship overseas?
A. We only ship within Japan.

Q: How long does it take from ordering to shipping?
A. In-stock items are usually shipped within 10 business days after your order.
・The warehouse is closed on Saturdays, Sundays, and holidays (including Golden Week and New Year's holidays), and no shipping operations are carried out on these days.
・For orders and pre-orders, please check the information on each product page.
・If you order in-stock items and made-to-order/pre-order items from the same brand together, please note that we will wait for the pre-ordered items to arrive before shipping them together.
*The above does not apply if transportation services are disrupted due to weather or other factors.
*We expect that there will be congestion on delivery routes during certain events. We also ask for your understanding in the event of a temporary increase in the volume of packages.

Q. I would like to know about the delivery status.
A. You can check the delivery status using the parcel tracking URL included in the "Order Shipping Notification" email we send you after your order has been shipped.
Customers who have registered as members can track their shipments by going to the details page for each order number in the "Order History" section of their My Page.


[Payment]
Q.What types of payment methods are available?
A. You can choose from credit card, Apple Pay, or Google Pay.

・The following credit cards can be used:
VISA, MasterCard, American Express

・The following cards can be used with Apple Pay.
MasterCard, American Express *Please note that credit cards and electronic money (Suica, iD, QUICPay, etc.) other than those listed above cannot be used.

・Google Pay allows you to use electronic money and credit card information registered to your Google Account.

Q. Can I pay in installments using a credit card?
A. We are sorry, but we do not offer installment payments.
It may be possible to split the payment into installments using the services of your credit card company. For details, please contact the credit card company you use for payment.

Q. Regarding the timing of payment for pre-ordered and made-to-order products
A. Full payment is required at the time of ordering (not when the product is shipped).

The date of your order (the date you check out from your cart) will be the starting date for your billing, and you will be charged according to your card company's closing date.

Q. Can I get a receipt?
A. The "Statement of Charges" issued by each credit card company will serve as a receipt.

[About member registration]
Q. Does it cost to register as a member?
A. Membership registration is free. If you would like to register, please apply via the link below.
Register here

Q. What are the benefits of registering as a member?
This reduces the hassle of having to enter details such as your address when placing an order, and allows you to check your purchase history.

Q. I can't register as a member.
A. Please check the error message displayed in red and then proceed with the registration process.
Items marked with an asterisk (*) must be filled in or selected.

Q. I forgot my password (I can't log in).
A. Please follow the steps to reset your password from the link below.
Forgot your password ?

Q. I changed my ID (email address) and password, but the old information is still written over on the login screen.
A. Your old ID (email address) and password may be saved in your browser, so please update your information. (The method for doing so will vary depending on your browser and device.)

Q. My ID (email address) has changed. Can I change my registered details?
A. We will process the changes to your registered information, so please contact us using the information below.
Contact form here

Q. Can I change my registered information from my page?
A. You can change your shipping address on your My Page.
If there are any changes to your registration details, please contact us using the details below and we will take care of the necessary procedures.
Contact form here


If you have any comments, requests, or questions about our products, please feel free to contact us using the inquiry form below.
Contact form is here
*Inquiries received on holidays will be handled on the next business day or later.