Returns & Exchanges Policy

The Japanese version is authoritative. This English version is provided for customer convenience.

1. Returns for Customer Convenience

Because we sell food products, we cannot accept returns or exchanges for reasons of customer convenience (such as a change of mind or an ordering mistake). Please review your order carefully before confirming it.

Note that the cooling-off system does not apply to mail-order sales. Whether and how returns are accepted is governed by this policy and the Legal Notice (Specified Commercial Transactions Act).

2. Returns Due to Our Fault

We will refund or exchange in the following cases:

• Quality defects (deterioration, discoloration or other quality problems)
• Damage or leakage during shipping
• A different item from the one ordered was delivered, or a shortfall in quantity
• The best-before or use-by date had already passed at the time of delivery (excluding clearance items sold with the date clearly indicated)

3. Notification Deadline and Chilled/Frozen Items

• If any of the above applies, contact us within 2 days of delivery via the contact option on the order details page or by email. Given the nature of food products, we may be unable to respond to late notifications.
• Please check chilled and frozen (cool delivery) items promptly upon receipt. We cannot compensate for deterioration caused by items being left out for extended periods.

4. Verification

We may ask you to provide photos of the affected items. Please keep the items until we advise you; do not discard them.

5. Refund Method and Timing

• Refunds are issued to the payment method used for the order.
• Points spent are returned to your balance. Coupons are not reissued in principle.
• The time for a refund to appear depends on the card company or payment provider (typically 1-2 weeks; longer depending on statement cycles).

6. Contact

For inquiries about an order, open it via the order lookup page and use the contact option, or use the contact details on the company page.