FAQ

[Regarding inquiries]

Q: How can I contact you?
A: Please contact us from the inquiry form of Contact. Our staff will reply in English. Please note that it may take some time to respond depending on the content of your inquiry.

[Regarding change/cancellation of order contents]

Q: Can I add items or change the quantity after placing an order?
A: Due to the system, we cannot add products or change the quantity after the order is completed . Please confirm the order item and quantity before placing an order. If you would like to place an additional order, please place a new order.

Q: Can I change the payment method or shipping address after completing the order?
A: Due to our system, it is not possible to change the payment method or shipping address after the order has been completed. Please confirm your payment method and shipping address before placing your order.

Q: I made a mistake with my order. Can I cancel my order?
A: After the product preparation is completed, we cannot cancel or refuse to receive the ordered product after the product has been shipped. Please check the order details before placing an order.

Q: There was a misunderstanding of the arrival date. Can I cancel my order?
A: After the product preparation is completed, we cannot cancel or refuse to receive the ordered product after the product has been shipped. Please check the estimated delivery date before placing your order.

[Regarding returns and exchanges]

Q : The ordered product was damaged or soiled. Can I return or exchange an item?

A: We make every effort to ensure the quality of our products, but if the product is damaged or soiled, please contact us within 1 week after the product arrives. We will promptly process the return or exchange.

Q: The quantity of an item I ordered was insufficient. I received a product different from the ordered product. Can I return or exchange an item?
A: We take all possible measures to inspect the products, but if the quantity of the products is insufficient, or if you receive a product different from your order, please contact us within one week after the product arrives. We will promptly process the return or exchange.

[About delivery]

Q: Please tell me the shipping method.
A: The delivery method will be EMS (international speed mail) of Japan Post.

Q: Can I change the shipping method?
A: We do not accept changes to other shipping methods. Please note.

Q: Please tell me the estimated date of arrival.
A: Items are usually shipped within 2-3 business days, excluding weekends and holidays. It will be shipped by EMS of Japan Post. The arrival date varies depending on the region where it is shipped, but in most cases the package will arrive in 1-2 weeks.

Q: Can you ship only items that are in stock first?
A: Items will be shipped according to the late delivery items. Only items that are in stock cannot be shipped first. Please note.

Q: Can you ship multiple orders together?
A: Due to our system, we are unable to combine multiple orders into one shipment. Please note.

Q: Is it possible to ship orders from the Ogawamine Co., Ltd. website and Ogawamine Co., Ltd.'s "cross-border" EC site together?
A: Due to our system, we are unable to ship all orders together. Please note.

[Regarding the product]

Q: I am concerned about wrinkles in the fabric I purchased .
A: The fabric you ordered will be shipped folded. Therefore, there may be crease marks on the delivered fabric. Please note that this item is not eligible for returns or exchanges.

Q: I purchased the same product as the previous one, but the color and texture are different.
A: Even for the same color of the same product, the color and texture may differ slightly depending on the time of production and the unit (lot) of dyeing. Please note that this item is not eligible for returns or exchanges.

Q: The posted image and the image of the actual product are different.
A: We try to reproduce the color and texture of the posted product images as much as possible, but there may be slight differences depending on the lighting at the time of shooting and the PC environment you are viewing. Masu. Please note that this item is not eligible for returns or exchanges. * Due to the characteristics of fluorescent colors, color differences are likely to occur. please note.

【Others】

Q: Is it possible to divide the fabric or blade into multiple pieces and cut them?
A: We do not accept multiple cuts of products. Please note.

Q: Can you issue a receipt?
A: We include a "delivery note/receipt" with the product. Please use this as your receipt.

Q: Can I change the address on the receipt?
A: In the system, the address of the receipt will be the name of the purchaser. Please note that we cannot change the address.