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F.A.Q. - Frequently Asked Questions

Do you need help?
Consult our guide and don't hesitate to ask us for information.

Yes, only orders placed on our site will be taken in charge, with some exceptions previously agreed.

It is possible to change an order within 24 hours of confirmation. For orders placed over the weekend by Monday at 13.00.
Simply use the form in the CONTACTS section indicating the "Orders" item in the subject. If the item has already been sent you will need to make a return by exercising your right of withdrawal directly from your order history page.
It is not possible to cancel an order without following the right of withdrawal procedure.
It is advisable to be sure of the purchase before confirming the order.

On our contact page you will find the form to request information on a product that is out of stock or request a product that is not present in the catalog.

The timing depends a lot on the availability of our suppliers. On average for products imported from Japan, the timing is 30/40 days, while for European suppliers 15/20 days.

NO, it is not possible to cancel the order or get back the amount paid as they are products ordered on request.

You will not pay any customs fees for import products from Japan, only the normal shipping charge.

Contact us immediately by e-mail, use our form or write to or write a message on our Facebook page!
We need a photo of the defective or broken item to assess the damage.
Once we have assessed the situation and the status of the item, we will ask you to carry out the return procedure. We will then refund or replace.
Note: you have 7 days from receipt of the product to let us notice any defects.

Sure. Write it in the notes on the order confirmation screen. However, we do not guarantee that the courier will follow the instructions provided.

It will be provided via email a tracking number.
From your personal page you can monitor the progress of your order.

From your personal page you can monitor the progress of your order and send any communications.

Yes, of course.
You can specify different delivery addresses on your personal page or at the time of order confirmation. These may be different from the billing address.

At the conclusion of the order an email will be sent confirming the purchase with the related order number. The invoice will be issued only on request no later than 15 days from the order.

For all the details on shipping costs, please visit the dedicated page.

For all the details on shipping costs, please visit the dedicated page.

If you do not find an answer to your question, do not hesitate to contact us.