If damaged: Please contact us here (within seven days of the arrival of the product, if damaged), and we will respond with further guidance. Please note we may request photo evidence in the case of damage, so please hold onto the damaged items, product packing, shipping materials etc. until further notice.

Please note: to receive compensation for products damaged during shipping, we may require you to submit a damage report to your local post office, a copy of which must also be emailed to us. We may not be able to process refunds or exchanges until this action has been completed.

If lost: If your order does not arrive within three weeks of receiving your shipping confirmation email, please contact your courier service, post office, or our store. If a lost package is not reported within this timeframe, it may not be eligible for compensation based on the courier service's terms and conditions.

Also, please note that each shipping method includes different compensation:

EMS shipping: You may request the re-delivery (or refund if no longer available) of products up to 20,000 yen. Please note that products above 20,000 yen will not be compensated.

Surface Mail: Items will not be compensated.

DHL: Compensation available. Please contact us for individual guidance. If re-delivery is possible, re-delivery shippi