Q&A - SWITH JAPAN

FAQ

I haven't received my item.

Please check the product detail page of the purchased goods for the shipping time.
For products that do not have a shipping time stated on the product page, it will be delivered in about 1 to 2 weeks after payment is received. It may take some time.Please note.
In addition, if you purchase other products at the same time, it will be shipped after all the products are ready.

Please note that we cannot answer individual inquiries regarding product delivery dates.

*If you have already purchased after logging in to SWITH JAPAN, you can check the delivery status on My Page.

*Regarding reserved products and made-to-order products, the shipping time will be different compared to regular sales products as they will be produced after receiving an order from the customer.

Can I cancel, return, change or exchange?

For all orders, it is not possible to change the contents of the order or cancel the order after the sales contract is concluded.

If you choose convenience store payment, your order will be confirmed upon payment, so if payment cannot be confirmed by the due date, it will be automatically canceled by the system.

If you wish to purchase it, please go through the order procedure again.

* Products whose sales period has passed or products that are sold out cannot be purchased.Please note.

There was a problem with the product I received, so I would like to exchange it.

Please contact us by email within 7 days of arrival.
With the camera function of the smartphone etc. so that the corresponding part can be seen
Please take a picture and attach it to your email.
After confirming the product in the photo, we will contact you again from our online shop.

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▼Mandatory
・Inquiry ID listed on My Page
・Orderer's name (Kanji/Kana)
·mail address
·Your phone number
・Product details (product name/size/color, etc.)
・Defective number
・About the details of the defective part
・Damage to the exterior during delivery [Yes/No]
* A photo showing the relevant part (attached to email / 1MB or less)
*If you have purchased multiple items in one order, please let us know the number of purchases and the number of defects.

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▼ Click here for the address
contact@stayc.jp

<Request/Note>
・Please note that we will not be able to respond if [8 days or more] has passed since the product arrived, or if the product has been damaged or soiled by the customer.
・We cannot accept returns, exchanges, or refunds due to customer's convenience, except for [initial product failure, damage during delivery, wrong delivery (product)].
・We may not be able to respond to products with limited quantities or limited sales periods.
・In the case of random products, there is a possibility that the same product will not be exchanged.
・If there is damage to the exterior, please attach a photo showing the affected area.
・There is no problem with attaching multiple photos, but please adjust the size so that it is [1 MB (megabyte) or less].
*Please contact your mobile phone company or shop for information on how to adjust the size.

I would like to order an out-of-stock product outside the sales period.: Regarding products that are out of stock or outside the sales period, restocking is undecided.
In addition, if there is stock, we will reflect the stock number on the site at any time.
Please note that we cannot answer inquiries regarding inventory.

I forgot my ID (user name) and password.

Please inquire and reset from the link below. If you forgot your ID (user name)here
If you have forgotten your password, pleasehere

If the problem is not solved, please contact us by e-mail after filling in the necessary information from here.

I cannot purchase “SWITH JAPAN” members-only products.

Members-only products can only be purchased by STAYC JAPAN OFFICIAL FANCLUB “SWITH JAPAN” members.At the time of purchase, please log in with the ID (user name) or e-mail address and password registered in the STAYC JAPAN OFFICIAL FANCLUB "SWITH JAPAN".
When you transition from the page after logging in, the "Add to Cart" button will be displayed.

⇒STAYC JAPAN OFFICIAL FANCLUB “SWITH JAPAN”please use this form.
*If you cannot add the item to the cart, please check whether the ID (user name) or e-mail address you are logging in with is the one you registered.

I haven't received my email.

If you are set to reject emails or specify domains, please set them to receive emails from the domain "stayc.jp".

●If you are using an au mobile phone, set "Spoofing restrictions" to [Medium] or lower.
●If you are using SoftBank If the "Junk mail filter" is set to [Strong], it may be judged as junk mail.
If you do not receive an email, please set it to [Normal].
●If you are using a free e-mail service such as Yahoo! Mail, Gmail, or Hotmail, your e-mails may be condensed into threads or be delayed.
If you are unable to receive messages even after checking the above, please contact your mobile phone company or provider.
If you have registered both your PC and mobile e-mail addresses, two records of the same e-mail will be displayed.

In our online shop, your order will be completed when the order completion screen is displayed. (In the case of convenience store payment, the order will be confirmed after the payment is completed.)
If you do not receive an email, please check your order history from My Page or contact us using the inquiry form before placing an order again.

Can I check the status of my order?: You can check it from the order completion email and MY page (login → MY page → purchase history list).
*If you enter the wrong e-mail address, you will not receive an order completion e-mail.Please make sure there are no mistakes.
My page ishere

Does the displayed price include consumption tax?: yes.Display price including tax.

How much is the shipping cost?: Each product is different.For details, please check each product detail page.

What are the payment methods?

You can choose from the following.
*The customer will be responsible for the handling fee (convenience store payment) when purchasing the product.

Credit card (lump-sum payment only)	VISA/MASTER/JCB/Diners/American Express Please note that prepaid cards such as debit cards may not be used even if the above brands are listed. Payment will be made immediately upon completion of purchase, but the timing of debit will differ for each credit card company. * For those who pay by credit card, "Goods online shop" will be listed in the billing statement after the payment is completed.
Convenience store payment (separate fee)	Lawson / FamilyMart / Ministop
Paypal (extra fee)	Credit card/debit card/bank account registered with PayPal *A separate fee will be charged.

I changed my credit card information (wrongly made a mistake at the time of purchase), so it may not be debited.Will my order be canceled?: If the credit information is incomplete and payment is not possible, the purchase will not be completed.
The card company has determined that the purchase is possible and has reached the point of payment.
In addition, if credit card payment is not possible after purchase, the customer will be notified by the credit card company.
Please complete the payment according to the procedure of the card company.

I completed my order by paying at a convenience store, but I do not know the payment number.What should I do?

You will find your customer number, etc. required for payment on the "order completion screen" or "order completion email", so please make a note of it and pay at the convenience store.

* In addition, orders that have passed the payment deadline for convenience store payments will be automatically canceled, so please purchase again.

Can I change the payment method after completing the order?: The payment method cannot be changed after the order is completed.
*If you choose convenience store payment, your reservation will be automatically canceled after the payment deadline.
Please do not make a payment and place a new order using your preferred payment method.

Please issue a receipt.: No receipt will be issued.
In the case of credit card payment, please check the statement of the credit card company, and in the case of convenience store payment, please check the receipt at the time of payment at the convenience store.
A delivery statement (receipt) will be included with the product.

Which shipping company do you use?: Products will be delivered by our designated delivery company such as "Sagawa Express" or "Yamato Transport".
Some products may be sent from different shipping companies, so we will keep you informed in order emails and shipment completion emails.

Can I receive the purchased product at a convenience store?: We will only deliver to the address you entered.
*Due to the specifications of Sagawa Express, it is not possible to receive parcels at convenience stores unless the parcel is sent by a company that can use the convenience store receipt service.

Is it possible to know the tracking number of the parcel after it is shipped?: The tracking number for your package is included in the shipping completion email, so please check there.
Please check the delivery status after shipping from each shipping company website.

What should I do if my address changes after placing an order?

Once your order has been placed, it cannot be changed as it has already been arranged for delivery.

When the shipment is completed, we will send a "shipment completion email" containing the tracking number (tracking number) of the parcel to the registered address.
We apologize for the inconvenience, but please contact the delivery company by yourself after checking the slip number described in the e-mail.

*Please note that forwarding charges may apply.
*In some cases, if you are told that you need permission from the sender, you will need to contact us again.note that.

I did not receive the item and it was returned.

If you are unable to receive your order due to a long absence or incorrect address, we will accept redelivery of your order.

After the expiry of the storage period, the product will be returned from the shipping company to the sender.
As soon as we can confirm that, we will send you instructions on how to return the item to the customer.
* We will contact you at the address at the time of purchase.
At that time, we will ask you for the delivery address again, so please wait for that information first.
In addition, if you do not receive it for a long time and the storage period specified by our company has passed, the product will be disposed of.

*It may take several days to confirm the return.
*Please note that the shipping fee will be borne by the customer when resending.

Is it possible to purchase from overseas?: Yes, it is. However, please note that a separate shipping fee will be charged.
Also, if the product is returned overseas and the customer wishes to redeliver it, please note that a re-shipment fee will be charged separately.However, please note that you will be charged a separate shipping fee for overseas.
In addition, if the customer wishes to redeliver the product after it has been shipped overseas.
Please note that a re-shipment fee will be charged separately.