Here are some examples of frequently asked questions.
Please contact us here if you cannot find your question listed below.

Frequently Asked Questions

 

Regarding Site Specifications

Is account registration required?
To use the AMICIS site, you must create an account and log in.

I forgot my account password.
You can reset your password by clicking on the "Forgot your password?" link in the password input field on the login page.

I want to change my email address.
Please contact us via the contact form and provide the following information.
_____________________________________________

  1. Your registered name
  2. Your registered phone number
  3. Your registered email address
  4. The email address you wish to change to

_____________________________________________

Please note that the change may take a few days to process.

Unable to Register or Log In
Errors may occur during account registration or login due to your browser environment or device.
Please try clearing your cache or registering/logging in from a different device or computer.
If the issue persists even after trying these steps, please contact us through the inquiry form.


Regarding Products

Is it possible to cancel or return a product?

We do not accept cancellations, returns, or exchanges due to customer preferences.
However, we will accept returns or exchanges for incorrect items shipped due to our error or for defective items (initial defects) if you contact us within 7 days of receipt.

Please contact us through the contact form and provide the following information:

_________________________________

  1. Order number
  2. Product name you wish to return or exchange
  3. Quantity of the product you wish to return or exchange
  4. Photos showing the defect (If the defect cannot be confirmed in the photos, please let us know.)

__________________________________

For more details, please refer to the "Return and Exchange Policy."

Regarding Payment Methods

I want to change my payment method.
We are unable to accommodate changes or cancellations after the order has been completed.

A payment error is displayed and I can't make a purchase.
Please try clearing the cache of your browser or use a different payment method.

If the issue persists, kindly check the official website of the payment service provider or contact customer support for further assistance.

After Order Completion

I accidentally made a purchase and want to cancel the order.
We are unable to accommodate changes or cancellations after the order has been completed.

Can I modify my order?
We are unable to accommodate changes or cancellations after the order has been completed.
This includes order splitting, combining multiple orders into one, changing the quantity or content of items, and modifying the payment method.

The items I ordered haven't arrived.
Delivery times vary depending on the product.
Even for in-stock items, if you ordered made-to-order products or items with specified delivery times, all items will be shipped together once everything is in stock. (If you purchase multiple items, they will be shipped together on the latest delivery date.)
If this does not apply to your order, please contact us for assistance.
For more details, please check the "Shipping Policy."

I want to change the shipping address for my order.
It is not possible to change the shipping address after the order has been placed.
If there was an error in the address you provided, please contact us via the contact form with the following information:

______________________________________

[Request for Address Change]

  1. Order number
  2. New postal code
  3. New shipping address

______________________________________

Please note that if the shipment process has already begun, we may not be able to accommodate the change.

Can I specify a delivery date or time?
We do not accept delivery date/time requests at the time of order.
Once your order has been shipped, you can contact the respective courier service using the tracking number provided in the shipping confirmation email to arrange changes to the delivery schedule.

Other

The product I received is different from what I ordered.
Please double-check the order details and the item you received.
You can review your order details on your account page under "Order History."

If, after confirming, you find that the product is indeed different from what you ordered, please contact us via the contact form within 7 days of receiving the product and provide the following information:

ーーーー

  • Name:
  • Phone number:
  • Email address:
  • Order number:
  • Purchase date:
  • Details of the incorrect item:
    < Ordered Item >
    • Product name:
    • Quantity: 

< Received Item > 

  • Product name:
  • Quantity:

ーーーー

After submitting your inquiry, a representative will contact you with instructions regarding the exchange or other necessary actions.

Regarding Shipping and Delivery Costs

Shipping Methods and Delivery Times

  • Made-to-order products and items with specified shipping dates:
    These products will be shipped to the registered address by the indicated shipping period displayed on each product page.
  • In-stock products:
    Once payment is confirmed, in-stock items will be shipped within 10 business days.
    However, if you purchase in-stock products along with made-to-order items or products with specified shipping dates, the shipment will be delayed until all items are ready for dispatch.(If you purchase multiple items, they will be shipped together on the latest delivery date.)
  • Other products:
    These products will be shipped to the registered address by the shipping date specified on each product page.

Shipping Within Japan

Flat rate: ¥1,000 (tax included)

Please note that additional charges may apply for Okinawa and remote islands.

International Shipping

Shipping costs will be borne by the customer. The applicable shipping fee will be displayed on the checkout page, so please review it there.

  • Due to high order volumes, manufacturing delays, or shipping issues, deliveries may be delayed.
  • Adverse weather conditions, road traffic situations, courier service delays, and busy periods such as New Year's or Christmas may also result in delivery delays.
  • If we need to verify any details related to your order, there may be a delay in shipping.
  • In principle, we do not accept requests for specific delivery dates or times at the time of shipping.
  • If the delivery cannot be completed due to the recipient's absence and the package is returned to us after exceeding the courier's storage limit, the return shipping fee will be charged to the customer (cash on delivery).
  • If you do not contact us for re-delivery, or if you fail to accept the re-delivered item, we will handle it according to our return/exchange policy. Please be aware that, in such cases, we may restrict your access to our services.
  • Once the shipping process has started, any requests to change the delivery address should be made directly with the courier service after the shipment has been dispatched.
  • We are not responsible for any inconvenience caused by incorrect shipping settings, so please ensure the details are accurate when placing your order.

Regarding Returns and Exchanges

In case of incorrect items or defective products

If the product you received is different from what you ordered (incorrect items or shortages) or if there is a defect (initial defect), we will accept returns or exchanges only if you contact us through the contact form within 7 days of receiving the product.

Please follow the procedure below for specific instructions:

  1. Contact us through the contact form within 7 days of receiving the product, providing details about the product's condition. A representative from our company will then guide you through the next steps.
  2. If the return of the product is necessary, please follow the instructions provided by our representative and return the item by the specified date. Shipping costs for returns will be covered by us, so please send the item back using "cash on delivery." Please note that we cannot refund or reimburse shipping costs if you return the item with prepaid postage.
  3. Once we confirm the returned item, we will arrange for a replacement to be sent. If the item is unavailable, we will refund the total product price, including tax.

Important Notes:

  • We can only process returns or exchanges if the request is made by the person who placed the order.
  • If you would like to request a return or exchange, please use our online contact form. We cannot accept requests made through any other method.
  • We will determine if a return, exchange, or refund is applicable after reviewing your inquiry or once we receive the returned item. Please note that there may be cases where a return, exchange, or refund is not possible.
  • If, after returning an incorrect item or a defective product, we determine that the product does not qualify for exchange, we will return the item to you. In this case, you will be responsible for the shipping costs. However, if there are extenuating circumstances, we may cover the shipping costs.
  • Shipping costs paid for the original order are non-refundable.

Please review the above carefully before proceeding with your return or exchange request.


Changes to Order Details
Changes to the contents of your order cannot be made once the order is confirmed.
If you wish to increase the quantity of the same product, please place a separate order.

Returns and Cancellations for Customer's Convenience
We do not accept cancellations, returns, or exchanges for customer convenience.
Please be aware that returns or exchanges may not be possible in the following cases:

  • If you have lost the proof of purchase (such as the delivery slip, invoice, or warranty card).
  • If the product shows signs of use, such as damage, stains, or odors.
  • If the product's tags are lost or damaged.
  • If there are missing accessories, such as boxes, cloth bags, packaging, or novelties.
  • If the condition of the product differs from the original state upon delivery.
  • If the product is a second-hand item or a gift received through a third party (in this case, please contact us via the contact form or at "contact@amicis.jp").
  • If the product is a special sale item, limited-edition product, pre-order item, or made-to-order item.

Refusal of Delivery, Long-Term Absence, Incorrect Address
If the delivery cannot be completed due to an incorrect address, we will contact you at the email address you registered with. We will store the item for up to 3 months (or a different period as determined for specific items).

If the item is returned to us due to customer circumstances (such as refusal of delivery or long-term absence), we will also store the item for up to 3 months (or a different period as specified for certain items).

Note: The storage period of 3 months (or a different period for specific products) may vary depending on the circumstances. For details about the exact storage period, please contact us through the contact form.

If the item is stored within the specified period, you may request redelivery. Please provide a complete and accurate shipping address, including any necessary postal codes, via the contact form within the storage period. Please note that redelivery costs will be borne by the customer (cash on delivery).

If you do not respond to our notifications or refuse the package upon re-delivery, we will not be able to issue a refund.

After the Storage Period
If the storage period has passed, the product will be considered as not accepted, and we may cancel your order at our discretion.

If the product cannot be delivered due to customer-related reasons within the storage period, we may suspend your account privileges.


Refund Method

  • If a refund is required for an order paid via credit card, the refund will generally be processed to the same credit card used for the payment.
    However, if a refund to the credit card is not possible due to unavoidable circumstances, we will not be responsible for any transaction fees charged by the credit card company, even if the customer is liable for such fees under their agreement with the card issuer.
  • If the payment was made with an overseas-issued credit card in a foreign currency, the refund will be processed in Japanese yen.
    Please note that we are not responsible for any exchange rate fluctuations or differences in the refund amount due to currency conversion.
  • If the payment was made via PayPal and a refund is necessary, the refund will be processed through PayPal.
  • If the payment was made via Apple Pay, Google Pay, or Shop Pay, the refund will be processed through the respective payment platform used for the transaction.

Cooling-Off System
Products purchased through mail-order (e-commerce) are not eligible for the "Cooling-Off" system (the unconditional right to cancel) as stipulated by the Consumer Contract Act.


▼ Contact Us
Customer Service Contact
AMICIS Customer Support

▼ How to Contact Us
Please contact us through the contact form or via the email address below:
Email: contact@amicis.jp

▼ Operating Hours
Weekdays: 11:00 – 20:00JST (Closed on weekends, public holidays, and during year-end/New Year holidays)
Please note that we only accept inquiries through the contact form or email.