Frequently Asked Questions

FAQ

If your issue is not resolved on the FAQ page, please contact us via the contact page.

About Payments

What payment methods are available?

We accept credit cards (VISA, Mastercard, JCB, AMEX, Diners) and PayPal.
Is there a shipping fee?

Shipping costs 770 yen nationwide.
Shipping is free for purchases of 10,000 yen or more.
International shipping is a flat rate of 4,400 yen.

Shipping & Delivery

How long does it take for my order to arrive?

Once your payment is confirmed, we will deliver your order to your shipping address in approximately two weeks.
(Excluding certain items)
Please check the product page for details.
Can I specify a delivery date and time?

We apologize, but we are unable to accommodate requests for specific delivery dates or times.
We will provide you with a tracking number in the shipping notification email, so we ask that you arrange for a delivery time on your own. We appreciate your understanding.
Which shipping carriers do you use?

We use Sagawa Express and Yu-Packet.
It depends on the number and size of the items.
I’ve only received some of my items. When will the rest arrive?

If there is a delay in shipping, we may ship the items that are ready first, and we will ship the remaining items as soon as they are ready.
How long does it typically take from payment confirmation to shipment?

We typically ship within about 5 business days after confirming your payment.
For some items, we ship within about 3 weeks after confirming your payment.

Returns and Cancellations

Can I change or cancel my order?

As a general rule, we do not accept changes or cancellations after an order has been confirmed (after payment has been received).
Can I return an item?

We do not accept returns or exchanges for reasons attributable to the customer.

Other

Please tell me how to care for this item.

Please use a laundry net when washing.
Also, please do not use chlorine-based bleach.
Since friction and heat can cause peeling, cracking, or fading, we recommend air-drying in the shade rather than using a dryer.
Can I get a receipt?

You can download it from the purchase notification email, the order confirmation screen, or the order details page after logging in.
I am not receiving emails from the store.

Please check your spam filter settings and your spam folder.
Depending on your spam filter settings, you may not receive our emails.
Please add the following email address to your safe senders list so you can receive our emails:
info@osanpo-store.com
If you still haven’t received the email, it may have been filtered into your spam folder, so please check there.
If you are still having trouble receiving emails or have any other issues, please contact us.
What are your business days?

We are open from 9:00 AM to 5:00 PM JST, Monday through Friday, excluding national holidays.