Frequently Asked Questions

Yes, membership registration (free) is required for shopping.

Please reset your password from the "Forgot your password?" link on the login page here.

You can change your registered email address from your My Page.

If you cannot change it from My Page, please contact us through the inquiry form with the following information.
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① Registered name
② Registered phone number
③ Currently registered email address
④ New email address
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* Depending on the shipping status of the product, some notifications may be sent to the email address before the change.

Depending on your browser or device environment, you may not be able to register or log in.

Please try clearing your browser cache or using a different device or computer. If the issue persists, please contact us through the contact form.

If you receive a product different from your order or if the product has an initial defect, please contact us via the inquiry form within 7 days of receiving the product.

When contacting us, please include the following information:
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① Order number
② Name of the product in question
③ Quantity you wish to exchange or return
④ Photos showing the defect
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* If the defect cannot be confirmed in the photos, please let us know.
* For more details, please refer to our Return and Exchange Policy.

Downloadable products can be downloaded via the "DOWNLOAD" button in the email sent to your registered email address, or from the "Digital Goods" page in your "My Page".

We do not provide any unpublished information regarding restocks or additional production.

Please set up notifications by clicking "Receive restock notifications" on the product page and wait for updates.

Your monthly billing amount will be notified by email and SMS between the 1st and 5th of the following month. The payment deadline is the 27th of the following month.

For more details, please check the official Paidy website.

Payment method cannot be changed after the order is completed.

If a payment error is displayed, please contact your payment service or check your order status via the contact form.

*Please note that if you place the order again, we do not accept cancellations even if it results in duplicate orders.

For products with a set sales end date or made-to-order items (pre-order products), convenience store payment is available until one week before the sales end date.

Also, if your cart contains items that are not eligible for convenience store payment, you will not be able to select this payment method. In that case, please place separate orders for the eligible products.

If you select "Checkout as Guest" at the bottom of the payment screen, you can use a different payment method.

We do not accept cancellations after the order has been completed due to customer reasons.

We cannot accommodate changes or cancellations to orders after they have been completed.

(Splitting orders, combining multiple orders into one, changing the number or contents of items, changing the payment method, etc.)

Please check each product page for the shipping schedule.

If you order multiple products at the same time, we will ship them together once all items are ready.

If your order has been shipped, please check the tracking number provided in the shipping notification email and contact the delivery service. If the issue is not resolved, please contact us through the contact form.

After placing your order, you cannot change the delivery address yourself. If you wish to make a change, please contact us through the inquiry form with the following information:

① Order number
② New postal code
③ New address

* Depending on the shipping preparation status, we may not be able to accommodate the change. After shipment, please check the tracking number provided in the shipping notification email and contact the delivery company.
* The billing address cannot be changed.

We do not accept requests for unattended delivery, delivery to parcel lockers, or specifying delivery dates and times at the time of order.

If you wish to make changes after shipment, please check the tracking number provided in the shipping notification email and contact the delivery service.
Please note that pickup at post offices or convenience stores is not supported.

If you wish to pick up at the sales office, please enter the "sales office address" and "hold at sales office" in the delivery address field when placing your order.

* Normally, we use Sagawa Express for delivery, but depending on the shipping method, the package may be delivered by another carrier such as Yamato Transport.
* If the delivery carrier changes, you may not be able to use the sales office pickup option.

If there is a shipping delay due to manufacturing or shipping operations, we will notify you at your registered email address.
Additionally, delivery may be delayed due to incorrect shipping information, weather or traffic conditions, or the status of the delivery company.
If your order does not arrive after the expected shipping date, please contact us through the contact form with your order number.

Please check your order details and the delivered items.
You can view your order details from the "Order Details" section on your My Page.
Also, please check carefully as the items may be wrapped in cushioning material or placed in gaps within the cardboard box.

If you find any items missing, please contact us via the inquiry form within 7 days of receiving the products, providing the following information:
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① Your name
② Phone number
③ Email address
④ Order number
⑤ Date of receipt
⑥ Name of the missing item(s)
⑦ Quantity missing
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We accept inquiries in both Japanese and English.

This information is required for international customs clearance. The necessary items vary depending on the country or region, so please check here for details.

You can check the countries and regions where delivery is available on the checkout screen. When you enter the shipping address, only the selectable countries and regions will be displayed.

* Due to delivery restrictions or carrier circumstances, some countries and regions may not be eligible for delivery.

Items subject to air transport restrictions (such as lithium batteries or perfumes) air transport restrictions, may not be available for purchase or delivery.

Payment can only be made in the displayed currency. The displayed currency is set based on the country or region information while browsing the site.

Depending on the destination country or region, customs duties, import taxes, and various fees may apply. These costs are not included in the product price or shipping fees and are the responsibility of the customer. Please check the order screen for details.

Please enter the delivery address in English (alphanumeric characters).
* If the address exceeds 90 characters, there is a delivery errors may occur. Please omit any optional parts of the address (such as building name or room number) as needed to keep it within 90 characters without affecting delivery.

Please contact us via the inquiry form.
* In some cases, we may not be able to accommodate your request.

You can check the delivery status using the tracking number provided in the shipping notification email.

Please note that customs procedures and the local delivery company's circumstances may cause delays in delivery. If your package does not arrive after a certain period, please contact us via the inquiry form.