Q&A
FAQ
About your order
The order completion email does not arrive. Are you ordered?
If your order is completed successfully, we will send you an "order completion email (automatic transmission)" to the e -mail address at the time of ordering.
If you do not receive the email, please check the spam box. If you use various carrier e -mails (EZweb/SoftBank/au/docomo, etc.), the email will be blocked on the carrier side and you may not receive the email, so be sure to set the following e -mail address receiving permit in advance. "Please go.
Automatic transmission email address: support@arcana-archive.com
Also, if you register in advance, you can check the order status on My Page on the site.
* Sending email may take some time.
* If your email address is mistakenly specified, please contact us from the inquiry form.
* If you have registered your account, you can also check your order history on the account page.
Is it possible to issue a receipt?
We have a receipt issuing button at the bottom of the shipping completion email.
The default proviso is the costume fee.
If you need special items, please contact us by e -mail after your order.
Can I change the size and color after the order is completed?
Due to the specifications of the order system, it is not possible to change the ordered order once. (If you contact us immediately after ordering, you can respond.)
If you wish to replace it with another size or color after your order is completed, you need to cancel your order once and purchase the desired product again.
If you wish to cancel, please contact us from the inquiry form or chat.
* Please note that the product may be sold out before ordering again.
* Depending on your order, such as products that are not canceled, you may not be able to accept orders.
Can I cancel my order?
Refund policyPlease confirm.
Can I cancel a part of the order?
Due to the specifications of the order system, some of the ordered items cannot be canceled.
Did you secure the product in the cart?
It will be secured at the time of your order completion, and you will not secure the product if you put it in the cart. Please note.
Is it possible to change the address of the delivery destination after the order is completed?
It is possible to change the delivery address before the product shipment work is performed.
Please contact us from the inquiry form after describing the delivery destination information after the change as follows.
* Please be sure to enter the order number in the "Order number" in the inquiry form.
Depending on the timing, it may not be possible to change the product because the product shipping work is progressing.
Check the delivery company and the invoice number (tracking number) listed in the order completion email, and request a change in the delivery destination to the sales office of the delivery company.
When will I receive the product?
■ Normal sales
From the day after the order is confirmed, the product will be shipped to [within 3 to 7 business days except weekends and holidays].
From shipping to arrival
Normal flight: around 5-7 business days
Urgent flight: around 1-3 business days
* Please note that it is not included on the day of your order.
* Depending on the timing of payment, our confirmation may be the next business day. Please note.
* If you purchase at the same time as the reserved product (preforder/presale), we will send it together with the slow shipping time.
* If a defect is found in the product, the brand will be replaced with a good product, so in that case, the delivery may be delayed. Please note.
■ Reservation product
The delivery time of the reserved product (preorder/presale) depends on the product and order timing.
* Delivery may be delayed due to production reasons. Please note.
* Depending on the timing of your order, we may already have stock, so please contact us in advance for products that are concerned about the delivery date.
* Even if you purchase more than one reservation product at the same time, we will send it together with a slow shipping time.
■ Precautions regarding delivery ・ Weekdays are business days excluding weekends and holidays.
Please note that products are not shipped outside of business hours.
・ We will inform you of the temporary holidays such as Obon, GW, New Year holidays, etc. at the top of the site and SNS each time.
・ Because of international air service, it is not possible to specify the arrival date. Only urgent flights can be accepted by specifying landing date.
・ As soon as the shipping procedure is completed, we will send you an email of shipping.
・ On the date of arrival of regular flights, we can control the distribution schedule of each delivery company, so we can control it. In addition, if a delivery delay occurs, all guarantees will be guaranteed, so if you have a fixed date, be sure to contact us before ordering.
・ Depending on the road traffic situation and disaster, the arrival date may be changed. In addition, it may take some time to deliver to remote islands.
・ Please check if there is no omission in the number of addresses, building names, and room numbers. Please note that we cannot accept redelivery and refunds if you cannot contact us due to instructions after shipping.
Do you have a hurry?
fedex/UPS/DHLA hurry service is possible.
We will deliver within 3 business days from shipping. (Normal flight is 5-7 business days)
*Date specification is not available on international air service.
Here, shipping and air service fuel surcharges will be borne by the actual cost of the customer.
In addition, in the case of hurry flights, it is possible to arrange priority delivery on the warehouse side regardless of order order.
However, please note that if the product is a reservation product or if the desired date of arrival is too close, we will not be able to respond. In addition, if you use a hurry for a corporation or a luggage to the store, please tell us in advance.
If you wish to use it, be sure to "contact us before ordering".
I can't receive the product
[Normal product] is shipped after the order is completed or after confirming the payment within 7 business days, but in the case of [reserved product], the delivery time is different for each product.
First of all, please check if the product you order is a reservation product (preforder/presale).
* If you purchase it at the same time as the reservation product, it will be shipped in conjunction with slow shipping.
If it is an order only for regular products, if the product is completed after the order is completed or after confirming the payment, if the product is not completed, the product shipment is completed e -mail from the inquiry form. Please let me know.
Can you send it together with another order?
Due to the specifications of the order system, the product is shipped for each order number.
You cannot send different order numbers together. Please note.
Will it cost a postage?
The shipping fee will be charged for 700 yen if you purchase less than 10,000 yen in Japan. Free shipping on purchases over 10,000 yen.
The shipping cost to all other countries other than Japan is free shipping for $ 20 and 15,000 yen or more for 15,000 yen or less.
In addition, shipping to remote islands may be canceled depending on the number of order points. (Applicable only in Japan)
Is it possible to specify the delivery date and time?
We cannot specify the date and time at the time of order. If you wish to specify the date and time, please check the invoice number (tracking number) described in the shipping completion email and ask the delivery company yourself.
I can't track my luggage
Normally, the luggage can be tracked in 5-7 business days from the shipping contact+arrive at hand.
Depending on the aviation situation, it may be around 1-2 days.
About payment
What are the payment methods?
You can pay by credit card, paypay, paypal, Apple pay, Google pay, paid (pady), and convenience store prepayment.
Please refer to the following for each payment method.
■ Credit card payment (SHOP Pay)
Visa / Master Card / AMEX is available.
■ PayPay
You can pay using the electronic money (PayPay balance) you have charged in advance.
■ Apple Pay / Google Pay / PayPal
You can pay using credit card information registered in each service.
■ Payment (Pedi)
You don't need a credit card, and you can shop with only your email address and mobile number. Multiple shopping can be paid together by the 10th of the following month.
If you register for free on Peedy Plus, you can use functions such as three -time payment ** and monthly budget setting of split fee*.
Also, if you register with PediPlus, the amount you can postpay will increase more than usual.
*Division fee is free only for account transfer and bank transfer.
** Three times payment must be registered for the first time. In addition, you can use it only if the amount of one usage is 3,000 yen or more.
■ Convenience store prepayment (komoju) Payment fee 190 yen (tax included)
・Family Mart
・Lawson
・Seiko Mart
・Ministop
・Daily Yamazaki
You can pay at the above convenience store. If you tap the convenience store name, you can check the details of the payment method.
After clicking "Complete order", it will be redirected to convenience store payment komoju.
Check the payment amount and enter the payment information, and please purchase the "purchase procedure".
The payment deadline is within 3 days from the day after the order date.
We will arrange the product shipping in order of the customer who has confirmed the payment. *Securing stock is also in the order of payment.
Please note that the order will be invalidated and will be automatically canceled after the deadline. The upper limit of the purchase price is 300,000 yen (tax included including fee).
If you repeat unpaid cancellations, you may be refused a new order. note that.
* If you have selected a convenience store payment (komoju), Komoju sends an email with the number required for payment.
If you have set an email reception, cancel the "@komoju.com" filter and
Please set up so that you can receive emails from no-reply@komoju.com.
[Regarding receipt]
The receipt issued at the convenience store store can be used as a receipt as it is.
Will you receive a payment confirmation email?
■ Credit card payment / PayPay / Amazon Pay The payment has been completed at the same time.
If you do not receive the order completion email and are uneasy whether the order is completed correctly, please contact us from the inquiry form.
■ Payment (Pedi) After the payment is completed, Paidy will send a guide email by automatic transmission. The following is a Paidy email address, so I would be grateful if you could set the receiving permission in advance.
noreply@paidy.com
Can I change the payment method after the order is completed?
Due to the ordering system specification, it is not possible to change the payment method once confirmed.
Please understand. If you wish to change to another payment method after your order is completed, you need to cancel your order once and purchase the desired product again.
* Please note that the product may be sold out before ordering again.
* Depending on your order, such as products that are not canceled, you may not be able to accept orders.
When will the payment occur?
■ Credit card / PayPay (smartphone payment KOMOJU) / Amazon Pay Request will be charged when ordering.
■ Payment (Paidi) You can pay the price after the following month at convenience stores and banks. Please check here for more details.
Is it possible to pay multiple orders all at once?
Regarding any payment method, depending on the specification of the payment system, the price is paid for each order number.
Please note that if you pay at once, you will not be able to make a smooth payment confirmation process.
Can the credit card information used at the time of order be deleted or changed?
Credit card information entered at the time of order cannot be deleted or changed later.
In addition, Arcana Archive does not hold your credit card information, so we cannot check the details of card information.
Please understand.
Can I change the information on the bill specified by credit card payment?
Due to the specifications of the order system, it is not possible to change the address, address, and telephone number of the billing destination. Please understand.
An error occurred when the credit card payment was selected
If an error occurs without the completion of the payment, the following causes may be considered.
-There are errors in card information details (card number, security code, etc.)
-The card expires have expired-ARCANA ARCHIVE will not be able to identify the cause in ARCANA Archive, so please ask your card company for details.
And what is a payment (Paidi)?
It is a service that can be easily paid with only e -mail addresses and mobile phone numbers without a troublesome pre -registration. You can pay the price after the following month at convenience stores and banks.
* The payment will be paidy. For more information, please check Paidy help.
* After the payment emails regarding the payment will be sent from the following. We would appreciate it if you could set the receiving permit in your email address in advance.
noreply@paidy.com
■ About the invoice The amount of bill will be confirmed at the end of the month of the order, and an invoice will be issued on the 1st of the following month.
The payment date is until the 10th of the issuance month. Details such as the billing amount and payment method will be sent by e -mail and SMS (short message) by the 3rd month of the month of the month. [In the case of bank transfer and payment at convenience stores] The payment date is from the confirmation of the request on the 1st of the month following the month of the month to 10 days.
You can also check the fixed billing amount from the Paidy site in the customer's usage history "MyPaidy". [In the case of payment by account transfer] It will be automatically deducted on the 12th of the month following the order you ordered. However, this is not the case for the year -end and New Year holidays and large holidays.
If the financial institution is closed, it will be the next business day.
■ About the payment three times. By upgrading to the Paidy Plus from the Paidy app, you can select 3,000 yen or more for orders at a time.
See Paidy help for details.
* Depending on your order status, you may not be able to use it. Please note.
It will be payment from the next month following the order date.
Please check the "MyPaidy" or the monthly invoice for the payment statement. If you choose three times, you will need a separate screening. Depending on the screening result, you may not be able to use three payments. In that case, it will switch to handling lump -sum payments.
I will not receive an email regarding the payment (Pedi) claim
If the payment method is selected for the payment method, you will receive an email about payment from the Paidy email address. You may receive an email from the following e -mail address, so can you check the spam folder?
noreply@paidy.com
* <[Paidy] Notice of use>. In addition, the request is confirmed on the paidy side by the order of [13:00 on the 1st of the following month] and the information email is sent.
Arcana Archive has contacted the Paidy window by yourself to resend your information email or confirm billing information.
Please contact the following window.
▼ PAIDY Inquiry Form https://support.paidy.com/hc/ja/requests/new?noreDirect= True
▼ Paidy Inquiries by phone
0120-971-918
About return and exchange
Return / exchange of products
If you would like to return the goods, please apply for return / exchange from the "Inquiry Form".
After the application reception is completed, we will inform you of the return method at the time of return and exchange.
However, if you fall under the following refund policy, you cannot accept returns or exchanges. Please note.
In addition, the customer will be responsible for the shipping cost at the time of return and exchange. Please check the refund policy below for conditions that cannot be returned or exchanged.
How do you get a refund?
The refund method differs depending on the specified payment method at the time of ordering. Please refer to the following.
■ Refund process is performed from credit card payment credit card companies.
Depending on your card, it may take up to two months to refund, so if you have any questions about the time to refund or the amount listed in the statement, the card company. Ask the support window.
■ Payment (Paidy)
If you continue to use Paidy, it will be automatically applied for the use of Paidy after the following month, but if you do not use it for 3 months, you will be contacted by Paidy.
If you would like a refund regardless of the usage period, please contact Paidy Customer Support.
Paidy Customer Support Inquiry Form
0120-971-918 (free calling fee, weekdays 10: 00-18: 00)
■ Bank transfer/convenience store payment (currently you cannot choose bank transfer/convenience store payment.)
We will refund by bank transfer based on account information that we have announced.
■ PayPay
A refund will be made from PayPay. Please check the PayPay management screen for details.
Is there a designation for the delivery company at the time of return?
There is no designation for the delivery company at the time of return. Please be sure to send it by a delivery method that can be tracked (a method that remains at hand).
* In the case of mail, please use Yu -Pack Letter Pack.
What should I do with boxes and packaging when I return them?
The packing box at the time of return can be used other than the box at the time of delivery.
* When returning, please be sure to include the attached items attached to the product.
* We are not responsible for accidents and troubles such as damage and loss after return procedure.
The product that arrived was damaged and dirty
We are paying attention to the quality of the product, but if the product is damaged or dirty, we are sorry, but please contact us from the return request form to [within 3 days] from the arrival of the product.
* Even if the customer seems to be a defective product, it may not be a defective product due to the characteristics of the product and the sewing process, so we are sorry to trouble you, but please contact us after attaching the photo data of the product problem area. 。 We will make a judgment.
* If you cannot exchange depending on the sales status, we will respond by refund.
* After confirming the photos of the relevant part, we cannot return or exchange products for defective products, such as fraying and scratches that do not interfere with wearing.
A product that is different from the order has arrived
If you receive a different product from your order, we are sorry, but can you contact us from the inquiry form from the arrival of the product by the inquiry form?
After confirming with a professional person, we will arrange the right product immediately.
* If you cannot exchange depending on the sales status, we will respond by refund.
Can I exchange it?
It is not possible to exchange for the size, color, or other products due to customer's convenience.
If you wish to replace it with another size or color after the order is confirmed, you need to cancel your order once and purchase the desired product again.
In the case of a defective product, if a defective product arrives, we will accept return or replacement.
Sorry to trouble you, but please contact us from the return request form from the product arrival date.
* Please contact us after attaching the photo data of the product problem area. * If you cannot exchange depending on the sales status, we will respond by refund.
* After confirming the photos of the relevant part, we cannot return or exchange products for defective products, such as fraying and scratches that do not interfere with wearing.
About the product
The color of the product arrived is different from the product page
When creating a product page, we are trying to reproduce the color of the real thing by color correction, but it may look different depending on the monitor environment and settings of the customer.
In addition, the color varies depending on whether you see the product under the fluorescent lamp in the room or under the natural light outdoors.
Can you check the size of the product?
A detailed size is released on each product page. We would appreciate it if you could contact us if there is no description.
In addition, we accept size consultation before purchasing, so please feel free to contact us from the inquiry form or chat.
Can you check the material and details of the product?
The material is described in the Material column of each product page.
If there is no description or if you have any concerns about the details of the product, we would appreciate it if you could contact us in advance.
About the sale period and inventory of the product
Basically, the products that are being handled are lost in about one month from the publication, and most of them end production.
There are many products that are discontinued in one season or once, so we recommend purchasing as soon as possible.
In addition, the number of stocks described is synchronized with the latest stock number on the brand side, but since the old order is not synchronized, the possibility of out of stock is high. 。
About coupon
I don't know how to use the coupon
Enter the coupon code (discount code) to be used in the "Add Coupon Code or Gift Card" on the payment screen.
After entering, press "→" for a smartphone, and in the case of a PC, press "Apply" to apply the coupon code.
I can't use a coupon
If the coupon cannot be applied, the following causes can be considered.
-The half -width and full -width of alphanumeric characters are different
-Contains unnecessary characters and space
-The expiration date of the coupon has passed
-When ordering a product that is not eligible for coupon, if it does not apply to any of the above, please let us know the [Coupon Code] and [Order desired product name] from the inquiry form.
Is it possible to put a coupon after?
Coupons cannot be applied after your order is confirmed.
Can I reuse a coupon?
If you cancel an order using a coupon, you will not be able to use the same coupon for another order. Please note.
Can I use a coupon together?
You cannot use multiple coupons for one order.
others
Is it possible to wrap a gift?
I'm sorry, but Arcana Archive is currently not able to accept gifting.
In addition, there is no message card. It is possible to specify the delivery destination and specify the address of the destination.
When is customer support hours?
Opening hours are from 10:00 to 19:00 on weekdays. We cannot respond to inquiries outside business hours, such as weekends and holidays.
Please note. In order to keep the exchange with customers in the record, support is provided by e -mail or chat.
Please note that we cannot respond by phone.
* Please check the top of the site and SNS for Obon, GW, and holidays during the year -end and New Year holidays.
Various inquiries
Please contact us to the inquiry form.