FAQ
【Returns & Exchanges】
Q. Order cancellation / changes to order details
A.Once an order has been completed, or once an item has been delivered, cancellations and returns due to customer convenience are not possible.
Q. What should I do if a defective item or a different item than I ordered arrives?
A. We take every precaution to ensure the safe delivery of your items, but in the unlikely event that an item arrives damaged or broken, or if it is different from what you ordered, please contact us within two weeks of receiving the item.
Q. Can I return or exchange an item if the color, size, shape, or material feel different from what I expected?
A.Once an order has been completed, or once an item has been delivered, cancellations and returns due to customer convenience are not possible.
【Shipping & Delivery Time】
Q. Is there a shipping fee?
A. Shipping is a flat rate of 1,100 yen (tax included) nationwide.
Q. Which shipping company do you use?
A. It will be the shipping company used by each brand. Once the item has shipped, the9closets will send you a tracking number via email for each shipping company.
Q. Can I specify a shipping company?
A. We apologize, but we do not accept requests for specific shipping companies.
Q. Is it possible to specify the date and time of delivery?
A. We apologize, but we do not accept requests for specific delivery dates and times. Once the item has shipped, the9closets will send you a tracking number via email for each shipping company, so please contact the shipping company directly with your tracking number.
Q. Is it possible to request leave-at-door delivery or hold at a delivery office?
A. We apologize, but we ask that customers contact the shipping company themselves. Once the item has shipped, the9closets will send you a tracking number via email for each shipping company, so please contact the shipping company directly with your tracking number.
Q. Is it possible to change the delivery address after completing an order?
A. We regret to inform you that due to system limitations, it is difficult to change the delivery address after an order has been placed. We kindly ask customers to make changes themselves. Please use the shipping number provided in the shipping notification email sent after dispatch to contact the shipping company directly.
Q. Re-delivery of items due to long-term absence, etc.
A. If you are unable to receive your item due to long-term absence after purchase, we ask that you arrange for re-delivery yourself.
Additionally, if your ordered item is not received and is returned to the sender, your order will be cancelled.
We apologize for the inconvenience, but please re-order the desired item.
Q. Notifications upon order completion and shipping completion
A.We will send you an automatic email notification upon order completion and shipping completion.
At that time, we will send a completion email to the email address used for your order, so please check the email address you used when placing your order. (Please note that if your domain is a mobile carrier, it may be categorized as spam. In that case, please check your domain settings.)
Q. Do you ship internationally?
A. We only ship domestically.
Q. How long does it take from order to shipping?
A. For in-stock items, we usually ship within 10 business days of receiving your order.
・Our warehouse is closed on weekends and national holidays (including Golden Week and New Year's holidays), and shipping operations are suspended.
・For made-to-order and pre-order items, please check the information on each product page.
・Please note that if you order in-stock items and made-to-order/pre-order items from the same brand together, they will be shipped together once the pre-order items arrive.
*The above may not apply if there are disruptions to transportation due to weather or other factors.
*Congestion of shipping services is expected during specific events. We also ask for your understanding regarding temporary situations due to increased parcel volumes.
Q. I want to know about the shipping status.
A. You can check the shipping status from the tracking URL provided in the "Order Shipping Notification" email sent after shipment.
Registered members can track their packages on the details page for each order number in "Order History" on My Page.
【Payment】
Q. What payment methods are available?
A. You can choose from credit card, Apple Pay, or Google Pay.
・The following credit cards are accepted:
VISA, Mastercard, American Express
・ The following cards can be used with Apple Pay:
Mastercard, American Express
*Please note that other credit cards and e-money (Suica, iD, QUICPay, etc.) cannot be used.
・Google Pay allows you to use e-money and credit card information registered in your Google account.
Q. Can I pay for my credit card in installments?
A. We apologize, but we do not support installment payments.
It may be possible to pay in installments through your credit card company's services. For details, please contact the credit card company you use for payment.
Q. Payment timing for pre-order and made-to-order items
A. The full amount will be paid at the time of order. (Not at the time of product shipment)
Billing will occur according to your credit card company's closing date, starting from the date you placed your order (the date you checked out from the cart).
Q. Is it possible to issue a receipt?
A. We use the "Statement of Account" issued by each credit card company as a substitute for a receipt.
【Membership Registration】
Q. Is there a fee for membership registration?
A. Membership registration is free. If you wish to register, please apply using the link below.
Register here
Q. What are the benefits of membership registration?
You can save time entering details such as your address when ordering, and you can check your purchase history.
Q. I cannot register as a member.
A. Please check the error displayed in red and proceed with the registration.
*Items marked with an asterisk must be entered or selected.
Q. I forgot my password (I cannot log in).
A. Please follow the procedure to reset your password using the link below.
If you have forgotten your password, click here
Q. I changed my ID (email address) and password, but the login screen reverts to the old information.
A. Your browser may have saved your old ID (email address) and password, so please update your information. (The method varies depending on your browser and device.)
Q. My ID (email address) has changed. Can you change my registration details?
A. We will change your registration information, so please contact us using the form below.
Contact form is here
Q. Can I change my registration details from My Page?
A. You can change your "shipping address" from My Page.
If there are any other changes to your registration details, we will process them, so please contact us using the form below.
Contact form is here
Please feel free to contact us with any opinions, requests, or questions about products using the inquiry form below.
Inquiry form is here
*Inquiries made on holidays will be handled sequentially from the next business day.