FAQ

We do not accept any additions or changes after your order has been placed.
Please carefully check your order details before making a purchase.

Orders received separately will be arranged individually.
Therefore, please understand that we cannot consolidate multiple orders into one.

An automatic email will be sent from the system at the time of your order and when it is shipped.
If you have not received the email, it may have been sorted into your spam folder or there may be a rejection setting in place.
Please set up to receive emails from contact@andor-online.com.

• *Due to security settings for each carrier, there are many cases where emails do not arrive. We recommend using an address that can receive emails on a computer, such as Gmail.

You cannot change the payment method after placing your order.
Regarding payment methods,Notation based on the Act on Specified Commercial TransactionsIt is mentioned on the page.
Please be sure to check before making your purchase.

Please note that since payment processing is done at the time of order confirmation, depending on the payment date and closing date of your credit card company, you may be charged for the product before it arrives.

Similar to credit cards, payment processing is carried out at the time of order confirmation, so please be aware that charges may occur before the product arrives.
Please note that changes to the payment method after placing your order cannot be made.

Except for some products, we will check the stock after receiving your order, so there may be cases where the product is out of stock after your order.
In the unlikely event that the product is sold out, we will contact you via email and refund the product price.

If you are not at home when we come to deliver, a delivery notice will be left by the courier.
The storage period is 7 days, so please be sure to arrange for redelivery within the deadline.

In the following cases, the product will be returned to the warehouse.
・If you are unable to receive it within the deadline
・In case the address is unknown
・If the storage period has expired due to long-term absence

A redelivery fee will be incurred for items returned to the warehouse. We will arrange the redelivery, so we apologize for the inconvenience, butContact FormPlease contact us.

• *Please note that the redelivery fee will be borne by the customer.

Additionally, if three weeks pass after the item is returned to the warehouse, it will be automatically discarded according to the warehouse's storage policy. In that case, we will not be able to arrange for a reshipment or refund, so please be sure to receive the item.

You cannot check the order status in our system.
If you would like to confirm the situation, we apologize for the inconvenience.Contact FormPlease contact us for more information.

The shipping time varies depending on the product.
Please check the notes on the product page before placing your order.

Please check the details below.

★Shipping within 10 to 15 business days
After confirming your order payment, we will procure the product from overseas manufacturers,
It takes about 10 to 15 business days from the start of arrangements to delivery.
Please be aware that due to the supplier's inventory situation and the operation status of transportation, it may take longer than the estimated number of days.

• * Saturdays, Sundays, and holidays are not included as business days.

★Products shipped within 1 to 3 business days
After confirming your payment for the order, we will proceed with the shipping process, and delivery will take approximately 5 to 10 business days.
Due to shipping from overseas warehouses, please be aware that it may take longer than the estimated number of days depending on the status of transportation services.

• *If you purchase items with different shipping times at the same time, all items will be shipped together once they are all ready. If you wish to have them shipped separately, please place separate orders.
• If you purchase items with a shipping time of 1 to 3 business days and items with a shipping time of 10 to 15 business days at the same time, the estimated shipping date will be 10 to 15 business days.
• *Please note that we cannot accommodate partial deliveries or cancellations after your order has been placed.
• *If the order includes items shipped domestically, they will be sent separately.
• * Saturdays, Sundays, and holidays are not included as business days.

★Domestic Shipping Product
We will ship from within the country. Shipping will be done within 1 to 3 business days.

• *Please note that if you purchase this item together with products for international shipping, they will be shipped separately.
• * Saturdays, Sundays, and holidays are not included as business days.

Delivery date and time cannot be specified.
After shipping, we will send you an email with the tracking number, so please contact Yamato Transport.

We do not accept international shipping.
We only support shipping within Japan.

We sincerely apologize.
I apologize for the inconvenience, but I would like to confirm the situation.

・Product Photo
- A photo of the barcode sticker attached to the bag that is packaging the product

Please contact us at the email address below, and be sure to include a paper tag in the photo you take.
contact@andor-online.com

• *Please note that if we do not receive your contact within 8 days of product arrival, it will be difficult to determine if the issue occurred from the time of delivery, and we will not be able to assist you.

We sincerely apologize.
I apologize for the inconvenience, but I would like to confirm the situation.

・Product Photo
- A photo of the barcode sticker attached to the bag that is packaging the product

Please contact us at the email address below.
contact@andor-online.com

• *Please note that if we do not receive your contact within 8 days of product arrival, it will be difficult to determine if the issue occurred from the time of delivery, and we will not be able to assist you.

We sincerely apologize.
I apologize for the inconvenience, but I would like to confirm the situation.

・Product Photo
- A photo of the barcode sticker attached to the bag that is packaging the product

Please contact us at the email address below.
contact@andor-online.com

• *Please note that if we do not receive contact within 8 days of product arrival, it will be difficult to determine if the issue occurred at the time of delivery, and we will not be able to assist you.

Cancellations or changes to your order after confirmation are generally not accepted.
Please review your order details carefully before confirming your order.

・Products that have been over 9 days since arrival
・Used and washed products
- Customer reasons such as size not fitting, different from the image, or ordering mistakes
*Regarding sizes, please check each product page for details and confirm your own size before making a purchase.

・If the product delivered is different from the one you ordered
・In case there are any defects

In the case of returns due to our store's circumstances as mentioned above, we apologize for the inconvenience, but[Within 8 days after arrival]Please contact us at the following.
contact@andor-online.com

* Refunds will be processed through the payment service selected by the customer.
If you choose convenience store payment or bank transfer, we will refund you via bank transfer.
Please note that changes to the refund method cannot be accommodated.

Please contact us with the email address you wish to change.

• *Due to security settings by each carrier, there are many cases where emails do not arrive.
  We recommend using an address that can be received on a computer, such as Gmail.

From hereYou can register.

We will send you an invitation email for account registration.
We apologize for the inconvenience.Contact FormPlease contact us for more information.

Regarding membership cancellationContact FormPlease contact us for more information.

Please proceed by clicking the "Unsubscribe" button located at the bottom right of the newsletter.

Changes are possible. Please provide your desired address.Contact FormPlease contact us.

Changes cannot be made.
We apologize for the inconvenience, but we will send you an email with the tracking number after shipping, so please contact Yamato Transport yourself.

We do not accept inquiries by phone.
Contact FormWe kindly ask you to contact us more.

We will respond within 3 business days, excluding weekends and holidays.
Also, the business hours are from 10 AM to 5 PM on weekdays.

If you have not received the email, it may have been sorted into your spam folder or there may be a rejection setting in place.

• *Due to security settings for each carrier, there are many cases where emails do not arrive. We recommend using an address that can receive emails on a computer, such as Gmail.

Currently, there are many cases where customers using au are not receiving emails, and it is believed that this is due to the expansion of au's spam filter functionality.
https://www.au.com/support/service/mobile/trouble/mail/email/filter/recommend/auto/

Customers who do not receive emails from our store, please make the following settings.

1) Receiving List Settings
Please make sure to set the "Receiving List Settings" and check "Always Receive."
When setting up the reception list, please ensure that emails from [contact@andor-online.com] can be received.
For detailed setup instructions, please refer to the steps on the official au website below.
https://www.au.com/support/service/mobile/trouble/mail/email/filter/detail/domain/

2) Change of the level of "Impersonation Regulation"
If you are not receiving emails despite setting up the "Receiving List Settings," please change the level of the "Spoofing Regulation."
For detailed setup instructions, please refer to the steps on the official au website below.
https://www.au.com/support/service/mobile/trouble/mail/email/filter/detail/forgery/

• * Please understand that we cannot provide guidance on any questions regarding the settings.