FAQ

■About inquiries

①Is it possible to contact us by phone?

Unfortunately, we do not have a customer service phone number.
If you have any questions, please contact our concierge using the methods below.
<For those who are registered members>
After logging in , please contact us here.

②How can I ask questions other than those listed in the FAQ?

First, please use the FAQ search. If that doesn't resolve your issue, please contact our concierge using the method below.

After logging in , please contact us here.

*There is no telephone number for customer support.

■About orders

①How long will it take for the product to arrive after I order?

Delivery dates vary depending on the product ordered and the delivery address, so please check the shipping date when placing your order. We aim to ship your order as quickly as possible after you place it. After shipping, you can check the delivery status of your order by checking the shipping company's delivery status.

Please also note that delivery may take some time depending on the volume of orders, delivery conditions, delivery area, bad weather, and delivery conditions at the shipping company.

 

What should I do if I want to cancel my order?

After sending the "Order Confirmation Email," we will begin preparing your order for shipment. Please note that we cannot accept any changes to your order (such as changes to date and time, address, order cancellation, or quantity) once we have begun preparing your order for shipment. If you no longer need the product for any reason, we apologize for the inconvenience, but please contact us after receiving the product and we will accept the return as a "customer-return." Please see here for our return rules.

 

Can I change the contents of my order?

We will ship your order as soon as possible after sending the "Order Confirmation Email." Please note that we cannot accept any changes to your order (such as changes to the date and time, address, order cancellation, or quantity) once we have begun preparing your order for shipping.

④Is it possible to change the delivery date?

Delivery dates vary depending on the product ordered and the delivery address, so please check the shipping date when placing your order. We aim to ship your order as quickly as possible after you place it. After shipping, you can check the delivery status on Yamato Transport.

Please also note that delivery may take some time depending on the volume of orders, Yamato Transport's delivery situation, the delivery area, bad weather, and delivery conditions at the shipping company.

 

⑤I placed an order, but I haven't received an order confirmation email.

We will contact you with your order confirmation within the next business day (excluding Sundays and public holidays).
If you do not receive an email after the above number of days has passed, please check the following or contact us .

*Please check your email settings to ensure that you can receive emails from our store (info@aya-tori.co.jp).

[1] If you use a free webmail service such as Gmail or Yahoo! Mail

It is possible that emails have been automatically sorted into a folder other than your normal inbox, such as the "spam folder" or "deleted folder." Because the system automatically identifies emails, it seems that even emails that are not spam may be sorted as "spam." If you are using a free webmail service, please check your spam folder or change your settings so that emails from our store are not sorted as "spam." We hope you will find the following solutions for some common webmail services helpful.

Gmail
Gmail Help - Gmail emails not found
Yahoo! Mail
Yahoo! Mail Help – I haven't received the email I was expecting
Outlook.com
Outlook Help - I didn't receive an email that I thought was sent

For solutions other than those listed above, please check the website of the email provider you use.

[2] For customers who have registered an email address for their smartphone or mobile phone

It is possible that you are not receiving emails due to your "designated receiving settings." In this case, we apologize for the inconvenience, but please check the settings of your device and change them accordingly.
Docomo is here
Softbank is here
Click here for au

 

⑥Is it possible to issue a receipt?

If you require a receipt, please request one here .