FAQ - User Guide / Contact Us

Shipping Information: Shipping Time, Shipping Costs, etc.

For made-to-order items, it takes approximately 1.5 months to prepare for production as we process orders in weekly batches. (Check estimated completion date for custom shoes)

For in-stock items, shipping will be within 1-5 days (excluding store holidays).
For details on:
・Shipping fees
・Delivery days
・Shipping for multiple purchases
・Shipping methods
・International shipping
etc., please refer to our Shipping Policy.

Payment Methods

We accept the following payment methods:
・Credit Card Payment: VISA, MASTER, AMERICAN EXPRESS, JCB
・Wallets: Apple Pay, Google Pay, Shop Pay
・Smartphone Payment: LINE Pay, Merpay, PayPay, Rakuten Pay
・Pay-easy Payment

Credit Card Payment Timing

Most of our products are "pre-order/made-to-order" items, meaning they are produced after your order is placed. Credit card payment will be processed upon order confirmation, but the actual shipping will be according to the announced delivery date. Please be aware that payment may be processed before shipping.

* The actual withdrawal date for your credit card varies depending on your card company. Please contact your card company for details.

Membership Procedures (Account Registration)

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

・Point accrual (points that can be used immediately will be awarded upon registration. For a detailed explanation of points, click here)

・Order history confirmation

・Wishlist registration

・Easy purchase (details saved in your account will be automatically entered at checkout, allowing for a smoother checkout process next time).

LINE Friend Registration

We irregularly send out special offers via LINE. We also have convenient services, so please make use of them. (Register for LINE here)

・Coupon distributed for use at Kiyosumi Shirakawa store upon first registration

・Coupons awarded during campaigns

・Notifications of new arrivals and sales

・Individual inquiries via LINE

Returns and Exchanges (Custom-made and Selected Items)

* Custom-made items are produced one by one after an order is received. Therefore, returns and exchanges due to customer's convenience are not accepted. Thank you for your understanding in advance.

* As shoes are handmade, there may be individual differences from samples and images. We ask for your understanding when placing an order.

Please refer to "Conditions for Returns and Exchanges" for details.

If I receive an item different from what I ordered.

・Please check the contents of your order as soon as it arrives. In the unlikely event that you receive the wrong item, we apologize for the inconvenience, but please contact us via LINE or email within 3 days with the following information:

【Date of purchase, Name, Email address, Purchased item, Details, and Phone number if available】

We will respond immediately.

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 proceed with external payment, you might bypass the coupon code entry field. If you wish to use a coupon, please proceed via [Checkout] or [Shop Pay].

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

3. Order screen: Under [Order Summary], a field labeled [Gift card or coupon code] will appear. Enter your coupon code here and tap the apply button to see the discounted amount.

* Depending on the campaign, coupon codes may be used in combination. This will be stated in the campaign announcement.

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

* LINE friend coupons are valid only once. Please note that if you cancel, it will still count as used and will not be reflected in your next purchase.

Cancellation or Changes to Order Immediately After Placement

Once the order confirmation email has been sent, changes to your order cannot be made. Please ensure you check your order details carefully before completing the order process.

In the unlikely event of an incorrect order, changes are only possible before our processing begins. Please contact us via LINE or email on the same day.

Contact Us (We will reply within 3 business days.)

〈If you haven't received an email〉

• Please check your spam folder.

• If you are using a **carrier email (@docomo.ne.jp / @ezweb.ne.jp / @softbank.ne.jp, etc.)**, emails may not be delivered due to your reception settings.
  → Since undelivered emails are common with carrier emails, we recommend contacting us via LINE.