After the registration of new membership, the registration confirmation mail or commodity delivery notice mail cannot be received.
A.
If the mail does not reach, the following common questions have been summarized, so please confirm. In case of new membership registration, please conduct the procedure of registration again.
[Common causes]
Since these mails are sometime classified as spam mails, please confirm the "spam folder".
The registered email address may be wrong. Please confirm the confirmation screen at the time of registration.
If the capacity of your inbox is full, please clear up your inbox and junk box.
In case of registering with smart phone (Android and iPhone) address or free email address, the user may not be able to receive mails due to "reception rejection setting" or "spoofing regulations setting". Also, when domain setting service is used as a spam countermeasure, please set the domain at the following address. If you do not know the setting method, please contact the homepages or support centers of each mobile phone company or the mobile phone stores.
● Completion of the new membership registration mail → "[email protected]"
● Application completion notice mail → "[email protected]"
● Commodity shipping notice mail →[email protected]
※Even if the application completion mail cannot be received, as long as there is a description of order status inside "purchase history" from My Page, then the order has been established.
However, the completion of payment cannot be guaranteed even if there is an order history. For more information, please refer to "User Guide: 6.About My Page".
→ My Page login is Here
If the problem still exists after trying all the common causes, please contact through Inquiry.
Q.
Products become sold out in the middle of settlement procedure even when they have been added to cart.
A.
Products will not be secured when they are placed in the cart. Since the order is not completed when products are still in the cart, they can be displayed to be sold out at the end of order procedure if these products become "SOLD OUT" due to the completion of other people's orders.
Q.
Is it possible to cancel or change (size, color, quantity, etc.) the goods I have ordered?
A.
Cancellation, changes (size and color, change of quantity, etc.), and return of goods after the order procedure due to the convenience of customers cannot be accepted. Please note this in advance. In addition, products after fitting or try out cannot be returned or changed for any reason other than defective products. Cancellation, return, and change due to the following reasons will not be accepted.
Cancellation, change, and return due to the convenience of customers (size is not suitable, image is different, or returns due to the reason of wrong order after the arrival of products)
Products after 7 days of the arrival of the mail
Products that once has been used
Products with dirt or scratches at customers' places
When the specification, tags, etc. of the products have been lost
Q.
What should I do if I want to return the product?
A.
In case of defective products and mistakes during delivery, etc., returns of products shall not be accepted once they are purchased. If any defect is found in products, please contact us within seven days after the arrival of goods through the Inquiry. We will promptly replace it with new ones. The shipping costs of that case shall be borne by the Company. Returning products without contacts will cause problems such as taking more time for corresponding, etc., so please note it.
Q.
What should I do if my address has changed?
A.
After ordering, if you wish to change the destination, please be sure to contact us through the Inquiry Form while specifying the "order number", "name", and "changed postal code and address". Please note that the re-delivery shipping costs of products already delivered shall be borne by customers.
I cannot receive the product after making an order.
A.
Please confirm that whether the acceptance of your order has been established by confirming the "Purchase Status" of your purchase history from My Page. For more information of My Page, please refer to "User Guide: 6. About My Page".
We will send a "commodity shipping notice mail" to the customer whose order has been accepted when the delivery begins. Please note in advance that some delivery may be delayed or cannot be delivered during your desired period of time due to some regions or bad weather.
For more information about the delivery of the commodity, please refer to "User Guide: 7. About the delivery of goods".
Q.
Products bought by my neighborhood friends have arrived, but mine is still on the way.
A.
The delivery of commodity is in regular sequence, instead of by the places of residence. For more information about the delivery of the commodity, please refer to "User Guide: 7. About the delivery of goods".
Q.
What is sequential delivery?
A.
On this site, sequential delivery means to delivery commodity according to the sequence of the completion of delivery preparation. Even if you timing of your application is fast, the order by the convenience of shipping preparation is there may be around. Even if the timing of application is early, the actual time of delivery may still vary due to the convenience of delivery preparation.
Q.
How much is the shipping cost?
A.
The uniform nationwide shipping cost is 770 yen (tax included).
【Please Note】
If your order is divided into several times, the order number shall also be separated. The delivery is carried out by each order number. In that case, the shipping costs will also occur on each order number, so please note.
The delivery to some areas such remote islands may not be possible. (For more information, please contact to Sagawa Express home page or Sagawa Express offices.)
We cannot deliver to the overseas.
Please note that we can only deliver inside Japan.
Q.
Can I change the payment method?
A.
Change of payment method after your order application shall not be accepted. Please apply the order with sufficient confirmation.
Q.
The order is said to be a settlement failure/cancellation shown by the "Purchase Status" inside the purchase history of My Page, will the products be delivered?
A.
Both of them mean the failure of order, and the products shall not be delivered.
[Settlement failure]
Due to the input mistake of credit card information at the time of credit card settlement or the expiration of validity, etc., the settlement procedure is not completed. Settlement failure mail shall be delivered from "[email protected]" automatically in real time, so please make a confirmation. ※With regard to credit information, please contact your credit card company.
[Cancellation]
This is described when the payment is not done before the specified payment due date and the application is cancelled.
Q.
Can I purchase without membership registration?
A.
For using this Service, the registration to the membership of hubsynch (free of charge) is necessary. Please note. The membership is free of charge, and the user will be able to check his purchase history and change the contents registered from My Page after the registration.
Q.
I forgot the password of My Page.
A.
If you have forgotten your password, please use "Forgot your password?" on the login screen.
Q.
I cannot log in to my page.
A.
Please confirm whether the email address and password has been entered in single-byte and whether the capitalization is right before trying again.
Q.
I want to unsubscribe/withdraw from the membership.
A.
Please use "STORE withdrawal procedures" located on the My Page screen. However, it shall be noted that the current purchase history and destination information, etc. will be all deleted after withdrawing from the STORE membership and orders being accepted will not be cancelled even after the withdrawal. For more information, please refer to "User Guide: 6. About My Page".
Q.
Can I make an inquiry by phone?
A.
Sorry, inquiries can only be received by e-mail. Please contact us through the Inquiry Form while specifying the necessary matters.
Q.
I'm worried that the Personal Information and credit card information may be spread to the Internet.
A.
A security system called SSL (Secure Socket Layer) is used to protect your Personal Information and credit card information during your application of orders on the homepage.
Q.
How will my registered Personal Information be used?
A.
The registered information of the customer shall be used for site operation purposes such as acceptance of orders from the user, delivery of commodity, and for payment collection and information collection purposes such as sending notices to the customer from this website. The Company shall not hand over the Personal Information to a third party without the consent of the user, so please be relieved.
