Frequently asked questions
Q.How much is the postage?
550 yen (tax included) if the purchase amount is less than 5,000 yen including tax,
tax includedIf it is 5,000 yen or more, it is free. 1,100 yen in Okinawa(tax included)It comes to.
Q.When will it arrive?
We ship on the next business day after ordering. Please note that if you are on a weekend or holiday, it will be shipped after the holidays. Depending on your residence, it may take about 1-2 days from shipment, so please understand that as well.
Q.Where can I go to the payment screen?
When you put the product in the cart, click the button called checkout to move to the payment screen.
Q.What is the payment method?
You can pay by credit card, Amazon Pay, or carrier payment.
Q.When is the payment time?
Contact your credit card company, payment vendor, or carrier directly.
Q.I forgot to enter the coupon code and completed the payment.
We are very sorry, but please note that we cannot reflect the coupon after payment is completed.
Q.Is it possible to support wrapping for gifts?
We are very sorry, but please understand that wrapping is not supported including paid.
Q.I want to cancel my order.
We are very sorry, but we cannot accept cancellations due to customer's convenience.
Q.Because there was dirt and damage to the product, I want you to replace it.
1: Within 7 days from the date of arrival of the product (including the date of arrival), please send a photo of the defective part of the product by e-mail attachment with the order number provided in the email when you order to cs@palette-clothing.com.
2: As soon as the defective content is confirmed, we will send you the same as the product you ordered.
In the event that there is no stock in the exchange product, we will cancel the order and process the refund.
Q.The product I received was different.
1: Please contact the customer within 7 days (including the date of arrival) cs@palette-clothing.com the date of arrival of the product. In that caseYou can respond smoothly by entering the order number in the email when you place your order.
2: If you contact us, we will proceed with the exchange of products. Depending on the product, it may take some time to order, and it may take some time to exchange.
In the event that there is no stock in the exchange product, we will cancel the order and process the refund.
Q.I would like to return the item I received. (In case of customer convenience)
We are very sorry, but we cannot accept returns at your convenience.
Q.How do I return it?
When returning a product, please send us all the products and accessories we have sent to you, such as product specifications, price tags, warranty documents, instruction manuals, etc.
Please note that we may not be able to accept returns if there is a shortage or deficiency in the contents you sent us.
Customer support will contact you regarding the return address, etc.
Q.When will the refund be made?
Upon arrival of the returned item, a refund will be processed.
Depending on the credit card company's due date, refunds may not be processed in time for the same month, and the returned items may be debited.
In that case, please note that the credit card company will refund you on the settlement date of the following month or the following month.
Q.I want to change the size and color of the ordered product.
We are very sorry, but we cannot accept size and color changes after ordering.
Q.I want to check my order history
If you log in, you can check your past orders.
(The login screen isHere）
Q.I want to change my registered address
Please log in with your account, open Menu, press "Login as 00" and go to the member page. You can change it from "Confirm registered address" on the member page to "Correct registration information".
Q.I placed an order, but I don't receive an email
Depending on your provider's settings, you may be receiving more than just the folders that should be received, such as junk mail folders. First of all, please check all folders of your email software. (Especially if you are using a mobile carrier email (docomo Mail, etc.), you may not receive an email.)
It may be blocked by "domain specified reception" or "email reception rejection setting from PC". cs@palette-clothing.com your reception settings so that you can receive emails from your account.
Q.AmazonPay payments get an error
If you get an error paying with AmazonPay
(1) Please try in the secret window.
(2) In the case of amazon payments, once you log out,
Please log in again.
When your order is complete, you will receive an email confirming your order.
If the browser still has past caches,
The system may not authenticate payments because of security.
Q.How to use the coupon code
When using the coupon code, near the field to enter the coupon code
Q.How many times do I use the 10% off coupon for LINE friend registration?
Coupons can only be applied once.