FAQ-User Guide-

I want to know about shipping, including shipping times and shipping fees.

<Made-to-order products> We start preparing the production in batches every week, so it takes about 1.5 months. ( Check the expected completion date for custom-made shoes )

<In-stock items> Will be shipped within 1 to 5 days (excluding store holidays).
·postage
・Number of days it takes to deliver
・About shipping of multiple purchased items
Delivery method
・Overseas shipping
Please see our shipping policy for details.

Please tell me about the payment method.

We accept the following payments:
・Credit card payment: VISA, MASTER, AMERICANEXPRESS, JCB
・Wallet_ApplePay・GooglePay・ShopPay
・Smartphone payments: LINE Pay, Merpay, PayPay, Rakuten Pay
・Pay-easy payment

I want to know about membership procedures (account registration)

By registering an account , you can use the following services.

・Points awarded (You will receive points that you can use immediately after registering. For more information about points, click here .)

・Check your order history

・Wishlist registration

-Easy checkout (details saved in your account will be automatically filled in at checkout, making the checkout experience smoother next time)

About LINE friend registration

LINE will send you special offers on an irregular basis. We also offer some convenient services, so please make use of them. ( Click here to register for LINE )

・Coupons available at the Kiyosumi Shirakawa store will be distributed upon initial registration.

・Coupons will be given during campaigns

・Notifications of new products, sales, etc.

・Individual inquiries via LINE

Returns and Exchanges (Order/Selected Products)

*Order items are produced one by one after receiving an order . Therefore, we do not accept returns or exchanges due to customer convenience. Thank you for your understanding.

*Please note that the shoes are handmade, so there may be individual differences between the samples and images.

For details, please see " Return and Exchange Conditions ."

If you receive a product different from the one you purchased.

・Please check the contents as soon as the product arrives. If you receive the wrong product, we apologize for the inconvenience.

[Date of purchase, name, email address, purchased item, details, phone number if possible]

Please fill out the above information and contact us via LINE or email within 3 days. We will respond as soon as possible.

I don't know how to enter a coupon code.

*The coupon code will be displayed on the payment screen.

1 On the Cart screen, tap [Checkout] or [Shop Pay].

*If you are using an external payment method, you may be skipping the coupon code input field, so if you want to use a coupon, please proceed to [Checkout] or [Shop Pay].

2. Information - If you do not have an account, you will need to enter your contact information on the [Contact Information] screen. If you have an account, you will proceed to the [Order Confirmation Screen].

3. The order screen_[Order Summary] will display a screen for entering [Gift Card or Coupon Code]. Enter the coupon code here and tap the Apply button to display the discount amount.

*Coupon codes may be used in combination depending on the campaign. These will be stated in the campaign announcement.

*Coupons have expiration dates and usage limits, so please check the details of the campaign.

*The LINE Friend Coupon is valid only once. Please note that even if you cancel, it will still be counted and will not be reflected in your next purchase.

Cancellation or change of order immediately after placing an order

Regarding your order, once the order completion email has been sent, it cannot be changed. Please be sure to check the order details before completing the order process.

In the unlikely event that your order has been placed by mistake, changes can only be made before it has been processed by our company, so please contact us via LINE or email within the same day.

Inquiries (We will reply within 3 days after the next business day.)

If you haven't received the email:
・Please check your junk mailbox.
・If you use carrier email (an email service provided by a mobile phone company such as docomo, au, or Softbank), please check your receiving settings.