Q & A
FAQ
About your order
I did not receive the product
Please check the "order completion email" sent from our shop once again. (Please note that it may be in the spam folder depending on the carrier you are using.)
[Regular products] will be shipped within 7 business days after the order is completed or payment is confirmed, but [Reserved products] have different delivery times for each product.
If you purchase regular items and reserved items at the same time, as a general rule, all items will be shipped as soon as they are ready.
If you do not receive an email confirming that the product has been shipped even after 7 business days have passed since you placed the order or made the payment, even though you purchased only regular products, please contact us using the inquiry form. please give me.
When will I receive the product?
It depends on the product and payment method, but after payment is completed, normal products will be shipped within about 7 business days (excluding weekends and holidays), and presale products will be shipped within 3 business days after arrival.
*If you purchase presale items and regular items at the same time, we will ship them together after the presale items arrive.
*Presale items usually arrive in about 8-16 business days after payment is received, but please note that some items may take longer than that.
*It may be different during consecutive holidays such as the year-end and New Year holidays, Obon, and Golden Week.
*It may take longer than usual to ship due to the closure of the supplier.
*If a defect is found in the product when it arrives, it may take longer than usual to exchange it for a non-defective product with the brand.
*The arrival date may be delayed due to traffic conditions, disasters, lockdowns of transportation networks due to the new virus, etc. The same is true for delivery to remote islands.
Can I change or cancel my order?
We do not accept changes or cancellations after an order has been placed.
After the order is completed, it will be automatically prepared for shipment, so we are sorry, but we cannot accept changes or cancellations to your order.
Please see our refund policy for defective items.
Do you charge for shipping?
For orders within Japan, shipping is free for orders of 8,000 yen or more (Okinawa: 16,000 yen or more).
If the amount is less than 8,000 yen, a shipping fee of 600 yen (Okinawa: 2,500 yen) will be charged.
For other countries, please check the "Delivery Charge" on the product page.
FAQ
About payment
What are the payment methods?
There are various credit cards, Apple Pay, Google Pay, Amazon Pay, PayPal, PayPay, Payday, etc.
Is it possible to change the payment method after completing the order?
We are very sorry, but once an order has been confirmed, it is not possible to change the payment method. Please be aware of this before placing an order.
Error when paying by credit card
If the payment is not completed and an error occurs, the following causes are possible.
- There is an error in the input of the card number, security code, etc.
- Card has expired
- Usage is restricted by the card company
If you have any questions about the details, please contact your credit card company.
FAQ
About cancellation, returns and exchanges
Can I cancel?
Once an order has been placed, it will be shipped automatically, so cancellations cannot be accepted.
For the same reason, we cannot accept changes in size or color after an order has been placed.
Thank you for your understanding.
Can I return or exchange an item?
Please note that we cannot accept returns or exchanges due to customer convenience (different from the image, no longer needed, etc.).
If the delivered product is found to be defective due to our negligence, or if a product different from the ordered content is delivered, we will refund or exchange it for a new identical product.
In that case, please attach a photo of the defective part and contact us using the inquiry form or the address below.
info@yoi-official.com
*Please note that we cannot accept returns for defective or incorrectly sent items if we are unable to contact you within 3 days of receiving the item.
*If the product you want to exchange is out of stock, we will only accept a refund.
Please note that we cannot accept returns or exchanges in the following cases.
- Returns and exchanges due to customer's convenience (color, size, etc.)
- Products without tags (tags removed are considered used)
- Items for which no request for return or exchange has been received within 3 days of arrival
- If the product is not returned within 5 days after approval of the return/exchange
- Used, refurbished, laundered or cleaned items
- Products with odors, stains, or scratches from customers
- Undergarments, swimwear, accessories, and other products that come into direct contact with the skin without going through underwear, etc.
- If there is a feeling of use, damage, or stains on the product
- If the product tag or accessories are lost
- When the product is returned by a method other than the method specified by us
- For products sold under special conditions such as coupons/sales
- In the case of orders marked as non-returnable on the product page or campaign page, etc.
How will the refund be processed?
The refund method differs depending on the payment method used. See below.
●Credit card payment
Refunds will be processed by the credit card company.
Depending on the card, it may take up to 2 months for the refund to be processed.
For details, please contact the support window of each card company.
●Paidy
(before payment)
The invoice for the product price will be canceled.
(after payment)
The amount for the product price will be reflected in your Paidy balance.
If you continue to use Paidy, it will be automatically applied to your Paidy usage from the next month onwards.
To request a refund, please contact Paidy Customer Support.
<Paidy Customer Support>
0120-971-918 (free)
●PayPay
Refund will be made from PayPay.
Please contact PayPay customer support for details.
●Other than the above
For details, please contact each support window.
How do I return defective or incorrectly shipped items?
We pay close attention to product inspection, but in the unlikely event that the product arrives damaged, soiled, or markedly defective, or if you receive a product that is different from what you ordered, please contact us 3 days after the product arrives. Could you please contact us using our contact form within the next few days , or contact us at the email address below?
<contact email address>
info@yoi-official.com
* Even if the customer thinks the product is defective, it may not be a defective product due to the characteristics of the product or the specifications of the manufacturing process.
We apologize for the inconvenience, but please contact us after attaching the photo data of the part that you think is defective.
*After scrutinizing the photo data of the relevant part at our department, we cannot accept returns or exchanges due to product defects if it is determined that it is a specification in the manufacturing process or that it does not interfere with wearing.
*Please note that if the product is out of stock and we cannot exchange it, we will only accept a refund.
FAQ
About the product
The color and size of the product I received is different from the one on the product page.
When creating a product page, we do our best to reproduce the color and atmosphere of the actual product as much as possible. It may look different from the actual product depending on the environment and settings you are viewing.
In addition, we strive to accurately post the colors and numbers published by the manufacturer, but compared to domestic products, the colors and numbers published by the manufacturer differ greatly from the actual product for products made overseas. Please note that there may be cases.
Can I check the material and details of the product?
Please refer to the detail page of each product for the material information.
Can I wear it even if I have a metal allergy?
Please note that if there is no description of "allergy to metal" in the product page details, the product is not allergy friendly.
Please check the material on the detailed page and make your own judgment.
Also, please note that we are not responsible for any damage caused by metal allergies.
About product sales period, inventory, and restocking
Many of the products handled by our store will run out of stock within a few months after being posted, and many of them will be discontinued.
There are many items that are only available for this season or are discontinued after one production run, so if there is something you are interested in, we recommend that you purchase it as soon as possible.
Please note that the restocking schedule for out-of-stock items is unknown (there are many cases where the product will not be restocked due to the end of production).
FAQ
others
Do you offer services such as gift wrapping and message cards?
We are sorry, but we currently do not offer services such as gift wrapping or adding a message card.
What are the customer support hours of operation and how to contact them?
Business hours are from 10:00 to 17:00 on weekdays. (There are temporary holidays)
Please note that we generally do not respond to inquiries on Saturdays, Sundays, and public holidays.
Regarding the inquiry method, it is only email or chat in order to keep an accurate record of communication with customers. (*We usually reply within 2 business days, excluding the day you inquired.)
*Please note that we may not be able to respond according to the above schedule during Obon, Golden Week, year-end and New Year holidays, etc.