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PRE SALE
PRE SALE

FAQ

About registration information
I forgot my registered password. What should I do now?

For security reasons, we cannot check your password, so please follow the procedure below to change your password.

Click here if you forgot your password

Enter your registered email address and click "Send". You will receive an email with a change URL, so please reset your password from there.

I have registered as a member, but I have not received a confirmation email.

If you do not receive a confirmation e-mail, it is possible that your registration information has not been sent successfully, or that the e-mail address you entered during registration is incorrect.
If you are using a mobile phone, there is a possibility that domain-specific reception is set, or the setting of the spam filter is set to "strong". Sorry for the inconvenience, but please contact us from the inquiry form, or if you are using a mobile phone, please set the domain designation reception (ca4la.com) or set the spam filter.

Can I change my registered information (email address, password, address)?

You can change your registered information on My Page by logging in from the "Login" screen.

Is it possible to change the shipping address to the registered address?

You can change your registered information on My Page by logging in from the "Login" screen.
Alternatively, enter the desired delivery address in the delivery address change field on the "Enter order information" page.
If you would like to change the delivery address you specified after placing your order, please contact us by email.

Is membership registration absolutely necessary?

Even if you do not register as a member, you can purchase as a guest. Please note that member-only point services are not applicable for guest purchases.

About your order
I don't know how to order?

For information on how to order, please refer to "How to order" in the User Guide.

Can I place an order by phone or fax?

We are sorry, but we do not accept orders by phone or fax.

I want to cancel my order, is that possible?

We are sorry, but we cannot accept cancellations or changes after the order has been completed. Please make sure that the size and color are correct before completing your order.

I placed an order, but haven't received a confirmation email?

If you do not receive a confirmation e-mail, your order may not have been completed successfully, or there may be an error in the e-mail address you entered when registering. If you are using a mobile phone, there is a possibility that domain-specific reception is set, or the setting of the spam filter is set to "strong". If you are registered as a member, please check from My Page. When purchasing as a guest, please contact us from the "Inquiry Form".

How can I check the contents of my order?

You can check it in the email that is automatically sent when the order is completed. If you are registered as a member, you can check the history of past orders and orders before shipment from My Page.

Can I combine multiple orders?

We do not accept changes to combine multiple orders after the order is completed. If you would like to combine your orders, please cancel your current order and place a new order. Please note that the change may be accompanied by a change in the desired delivery date. Please note.

Can I make an additional order or change the color or size of the order?

We do not accept additional orders or changes to order details after the order has been completed. If you wish to add or change an order, please cancel your current order and place a new order.

About payment method
Can I change the payment method?

We cannot change the payment method after the order has been completed. If you would like to change your order, please cancel your current order and place a new order.

Would you like a receipt?

For the receipt, you can officially use the "usage details" for credit card payment, the "invoice" of the delivery company for cash on delivery, and the "receipt" received from the convenience store for the Kuroneko Postpaid Service. Please note that we do not issue separate receipts.

About the product
I have a question about a product?

Please contact us from the inquiry form.

Can I return or exchange the product I received?

For returns and exchanges, please refer to the "Returns and Exchanges" section in the "Usage Guide".

Can you repair the purchased product?

For repairs, please contact us at Omotesando Atelier or GSIX Atelier. Please note that some items may be difficult to repair.

Does cooling-off apply?

Cooling-off is a system for consumer protection of door-to-door sales. It does not apply to online mail-order sales where customers access and shop by themselves. Please note.

About product delivery
How soon will the product be shipped after ordering?

We will ship within 3 business days from the next business day of your order.

Is it possible to ship overseas?

Is possible. Click here for countries where delivery is possible.
*Some products cannot be shipped overseas.

Can I specify the delivery date and time?

You cannot specify the date and time. Please note.

Can I choose a shipping company?

Delivery will be by EMS only. You cannot choose another shipping carrier.

What should I do if I didn't receive it?

Please note that we may refuse future orders if you repeatedly return or exchange items, refuse to accept or refuse to receive items, or if you do not pay for the item.