I have not received an order completion email. Is my order complete?
If your order was successfully completed, an "Order Completion E-mail (automatic)" will be sent to the e-mail address you used to place your order.
If you do not receive the e-mail, please check your junk mail box. If you are using a carrier e-mail address (e.g. ezweb/softbank/au/docomo), the carrier may block the e-mail and you may not receive the e-mail.
Automatic email address: email@example.com
If you register an account in advance, you can check the status of your order on "My Page" on the website.
Please note that it may take some time for us to send you an e-mail.
If you have specified an incorrect e-mail address, please contact us using the Contact Us form.
If you have registered an account, you can also check your order history on your account page.
Can you issue a receipt?
We have a button to issue a receipt at the bottom of the shipping confirmation email.
The default receipt is for the cost of the costume.
If you need a special notation, please contact us by e-mail after placing your order.
Can I change the size or color after the order is completed?
Due to the specifications of our order system, we are unable to change the details of an order once it has been confirmed. (This can be done if you contact us immediately after placing your order.)
If you wish to exchange your order for a different size or color after it has been completed, you will need to cancel your order and purchase the desired item again.
If you wish to cancel your order, please contact us via the contact form or chat.
Please note that the item may be sold out before you place another order.
*Order cancellations may not be accepted for some ordered items, such as items that cannot be cancelled.
Can I cancel my order?
Refund PolicyPlease refer to our Refund Policy.
Can I cancel part of my order?
Due to the specifications of our order system, partial cancellation of an order is not possible.
Does adding an item to the cart mean that the item is secured?
No. The product is secured at the time the order is completed, and the product is not secured when it is placed in the cart. Please understand this in advance.
Can I change my shipping address after my order is completed?
Yes, you can change your shipping address before your order is shipped.
Please contact us using the Contact Us form or chat with your new shipping address information as shown below.
Please be sure to enter your order number in the "Order Number" field of the inquiry form.
＜Please note that we will check the status of your order after receiving your inquiry.
Depending on the timing, we may not be able to make the change because the product is in the process of being shipped.
Please check the shipping company and invoice number (tracking number) listed in the order confirmation e-mail and contact the sales office of the shipping company to request a change in the delivery address.
When will I receive my order?
Regularly Sold Products
We will ship your order within 3-7 business days (excluding Saturdays, Sundays, and holidays) from the day after your order is confirmed.
From shipping to arrival
Normal delivery: around 5~7 business days
Express delivery: 1~3 business days
Please note that this does not include the day of order.
Please note that our confirmation may be on the next business day depending on the timing of your payment. Please understand this in advance.
If you purchase presale items marked (presale) at the same time, we will send them together with the items that will be shipped later.
In the event that a defective item is found, we will work with the brand to replace the defective item with a good one, in which case there may be a delay in delivery. Please understand in advance.
The delivery time of pre-order item marked (presale) varies depending on the product and the timing of the order.
Delivery may be delayed due to production reasons. Please understand this in advance.
Depending on the timing of your order, some items may already be in stock.
*If you purchase multiple pre-order items at the same time, they will be sent together with the items that will be shipped later.
Please contact us in advance if you have any questions about the delivery date.
Please note that we do not ship items outside of business hours.
Please note that we do not ship products outside of our business hours.
Please note that we do not offer a specific date of arrival for international airmail. Only for express delivery, we can accept your request for a specific date of arrival.
We will send you a shipping notification e-mail as soon as the shipping procedure is completed.
We cannot control the arrival date of regular delivery because it follows the delivery schedule of each courier company. If you have a specific date in mind, please be sure to contact us before placing your order and use the express delivery service.
Please note that the arrival date may be delayed due to traffic conditions or disasters. Also, delivery to remote islands may take a little longer.
Please make sure that the address, building name, and room number are correct. Please note that we will not accept re-delivery or refunds if we are unable to contact you due to an incomplete address after shipment.
Do you have an express delivery service?
Delivery will be made within 3 business days after shipment. (5~7 business days for normal delivery)
*Specified arrival date is not available for international airmail.
The customer is responsible for the actual cost of shipping and airmail fuel surcharges.
For express delivery, priority delivery arrangements can be made by the warehouse, regardless of the order order order.
However, please note that we are unable to do so if the product is a pre-order or the desired arrival date is too close to the delivery date. Also, if you are using express delivery for packages addressed to a corporation or a store, please let us know in advance.
If you wish to use this service, please be sure to contact us "before placing an order".
I have not received my order.
For "Regular Items", we ship within 7 business days from the completion of the order or confirmation of payment.
Please check if the item you are ordering is not a pre-order item (pre-order/presale).
If you purchase pre-order items at the same time as pre-order items, the items will be shipped at the same time as the items that will be shipped later.
If you have placed an order for regular items only, but have not received an email confirming that your order has been shipped within 7 business days after your order has been placed or your payment has been confirmed, please let us know using the Contact Us form.
Can you send my order together with another order?
Due to the specifications of our order system, items are shipped by order number.
Items with different order numbers cannot be sent together. Please understand this in advance.
Do you charge for shipping?
Shipping cost is 700 yen for purchases under 10,000 yen in Japan; free shipping for purchases over 10,000 yen.
Shipping to all other countries except Japan is $20 for purchases under 15,000 yen and free for purchases over 15,000 yen.
Shipping to remote islands may be cancelled depending on the number of items ordered. (Applicable to Japan only)
Can I specify a delivery date and time?
No, you cannot specify the date and time at the time you place your order. If you wish to specify a specific date and time, please check the invoice number (tracking number) in the shipping confirmation e-mail and request it to the shipping company yourself.
I cannot track my package.
Usually, it takes 5~7 business days from the time we notify you that your package has been shipped to you.
Please note that it may take 1-2 days depending on the airmail status.
What payment methods do you accept?
We accept payment by credit card, PayPay, Paypal, Apple Pay, Google Pay, Pay Later (Payday), and prepayment at convenience stores.
Please see below for more information on each payment method.
Credit card payment (Shop Pay)
VISA / Master card / AMEX are accepted.
Payments can be made using pre-charged electronic money (PayPay balance).
Apple Pay / Google Pay / Paypal
You can pay using the credit card information registered with each service.
Pay later (Payday)
No credit card is required, and you can make purchases using only your e-mail address and cell phone number. Multiple purchases can be paid for at once by the 10th of the following month.
Free registration with Payday Plus allows you to use features such as 3 installment-free* payments later** and monthly budgeting.
In addition, when you enroll in Payday Plus, the amount you can pay later will be increased from the normal amount.
*No installment fee is charged only for direct debits and bank transfers.
**Three-time deferred payment requires registration at the time of first use. Also, this service is available only when the amount spent per transaction is 3,000 yen or more.
KOMOJU Convenience Store Prepayment: 190 yen (tax included)
You can pay at the above convenience stores. Tap the name of the convenience store to see the details of the payment method.
After clicking "Order Complete," you will be redirected to KOMOJU for convenience store payment.
Please confirm the payment amount and enter your payment information, then click "Purchase".
Payment is due within 3 days from the day after the order date.
We will make arrangements to ship the products in the order in which we receive confirmation of payment. *Stock is also secured in the order of payment.
Please note that after the deadline, your order will become invalid and will be automatically cancelled. The maximum purchase amount is 300,000 yen (including handling fees and taxes).
Repeated non-payment cancellations may result in the refusal of new orders. Please understand this.
If you choose to pay at a convenience store (KOMOJU), KOMOJU will send you an e-mail containing the number required for payment.
If you have set up to receive e-mails, please remove the filter of "@komoju.com",
If you have set up your e-mail settings so that you can receive e-mail from firstname.lastname@example.org, please deactivate the filter for "@komoju.com".
The receipt issued at the time of payment at the convenience store can be used as a receipt.
Will I receive an email confirming payment?
Credit card payment / PayPay / Amazon Pay payment is completed at the same time as the order is placed.
If you do not receive an order confirmation e-mail and are unsure if your order has been completed correctly, please contact us using the Contact Us form.
■After the payment is completed, Paidy will send an automatic email to you. The following is Paidy's e-mail address, so we would appreciate it if you could set your e-mail address to allow receiving e-mail messages in advance.
Can I change my payment method after my order is completed?
Due to the specifications of the order system, it is not possible to change the payment method once the order has been confirmed.
We apologize for any inconvenience this may cause. If you wish to change to a different payment method after your order has been completed, you will need to cancel your order and purchase the desired items again.
*Please note that items may be sold out before you can order again.
*Order cancellations may not be accepted for some ordered items, such as items that cannot be cancelled.
When will payment occur?
Credit card / PayPay (smartphone payment KOMOJU) / Amazon Pay Billing will occur when your order is confirmed.
PayPay can be paid at a convenience store or bank in the following month or later. Please click here for details.
Can I pay for multiple orders at once?
No matter which payment method you choose, the payment must be made for each order number due to the specifications of the payment system.
Please note that we will not be able to process your payment smoothly if you pay for all your orders at once.
Can I delete or change the credit card information used for my order?
Credit card information entered at the time of order cannot be deleted or changed later.
Also, ARCANA ARCHIVE does not retain your credit card information, so we cannot confirm the details of your credit card information.
We apologize for any inconvenience this may cause.
Can I change the billing information specified for credit card payment?
Due to the specifications of our order system, we are unable to change the billing name, address, or phone number. We apologize for any inconvenience this may cause.
An error occurred when I selected credit card payment.
If an error occurs without completing the payment, there may be one or more of the following possible causes
- Incorrect card details (card number, security code, etc.)
- Card expiration date has expired- ARCANA ARCHIVE is unable to determine the cause of the payment denial by the credit card company.
What is "Pay after payment"?
Pay-as-you-go is a service that allows you to make payments easily with only your e-mail address and cell phone number, without the hassle of pre-registration. Payment can be made at convenience stores or banks in the following month or later.
PayPal is provided by Paidy. For details, please refer to Paidy's help page.
Information regarding deferred payment will be sent from the following e-mail address. We would appreciate it if you could set your e-mail address to allow receipt of such e-mails in advance.
About the invoiceThe invoice amount is determined at the end of the month in which the order is placed, and the invoice is issued on the first day of the following month.
Payment is due by the 10th of the month in which the invoice is issued. Detailed information regarding the invoice amount and payment method will be sent by e-mail and SMS (short message) by the 3rd of the month following the month of your order. In case of payment by bank transfer or convenience store: The payment due date is the 10th of the month after the invoice is confirmed on the 1st of the month following the month in which the order was placed.
You can check the confirmed invoice amount on the "myPaidy" page of the paidy website. If you pay by account transfer, the amount will be automatically deducted from your account on the 12th of the month following the month in which you place your order. However, this does not apply during the year-end and New Year holidays and major holidays.
If it falls on a holiday of a financial institution, the amount will be deducted on the next business day.
Three subsequent paymentsYou can choose to make three subsequent payments for orders of 3,000 yen or more per order by upgrading to Paidy Plus from the Paidy application.
Please refer to the Paidy help page for details.
Please note that this service may not be available depending on the order status. Please understand in advance.
Payment will be made from the month following the order date.
Please check "myPaidy" or your monthly invoice for payment details. If you choose to pay in 3 installments, you may not be able to use the 3 installments payment option depending on the results of the screening. In such cases, the payment will be switched to a lump-sum payment.
I did not receive an email regarding my payment request.
If you have chosen deferred payment as your payment method, a payment email will be sent to your Paidy email address. Please check your spam folder, etc., as you may have received an email from the following email address.
The subject line is <【Paidy】ご利用のお知らせ>. Paidy will confirm the billing by 1:00 p.m. on the 1st of the month following the month of your order, and send you an e-mail to inform you of the billing.
ARCANA ARCHIVE cannot resend the email or confirm the billing information, so we ask customers to contact the Paidy office themselves.
Please contact the following address.
Paidy Contact Form https://support.paidy.com/hc/ja/requests/new?noredirect=true
Paidy Telephone Inquiries
Returns and Exchanges
Product Returns and Exchanges
If you wish to return an item, please use the "Contact Us" form to request a return or exchange.
After receiving your request, we will provide you with information on how to return or exchange the product.
However, we will not be able to accept returns or exchanges if the following refund policy applies. Please understand this beforehand.
Please note that customers are responsible for shipping costs for returns and exchanges. Please refer to the refund policy below for the conditions under which returns/exchanges are not accepted.
How will I receive my refund?
Refund methods vary depending on the payment method specified at the time of order. Please see below.
Credit Card PaymentThe credit card company will process the refund.
Depending on the credit card used, it may take up to two months before the actual refund is made. If you have any questions about the timing of the refund or the amount shown on your statement, please contact your credit card company's support office.
Pay Later (Paidy)
<お支払い前>The billing for the product price will be canceled.
<お支払い後>The amount of the returned goods will be reflected in your Paidy balance after the return/cancellation notice is received.
If you continue to use Paidy, the amount will be automatically applied to your Paidy usage from the following month, but Paidy will contact you if you have not used Paidy for three months.
If you would like a refund regardless of how long you have used Paidy, please contact Paidy Customer Support.
Paidy Customer Support Contact Form
0120-971-918 (toll free, weekdays 10:00-18:00)
Bank transfer/convenience store payment (currently not available)
Refunds will be made by bank transfer based on the account information provided by the customer.
Refunds will be issued by PayPay. Please refer to the PayPay administration page for details.
Is there a delivery company specified for returns?
We do not have a shipping company for returns. Please make sure to send your return by a trackable method (i.e., you will have a copy of the shipping slip).
If you are sending by mail, please use Yu-pack, Letterpack, etc.
What should I do with the box/packaging when returning an item?
You may use a packing box other than the box in which the product was delivered when you return it.
When returning an item, please be sure to include any incidentals that were attached to the item.
We are not responsible for any accidents or problems such as damage or loss after the return procedure.
The product I received is damaged or stained.
We pay careful attention to the quality of our products, but if the product is damaged or stained, please contact us using the Return Request Form within [3 days] of receiving the product.
Even if you think the product is defective, it may not be defective due to the characteristics of the product or the sewing process. Please contact us with a photo of the problematic part of the product so that we can make a determination.
If we are unable to exchange the product due to sales conditions, we will respond with a refund.
We will not be able to accept returns or exchanges for defective merchandise if we determine that the merchandise has fraying, scratches, or other defects that do not interfere with its wearability after reviewing the photos of the problematic areas.
I received an item that is different from what I ordered.
If you have received an item that is different from your order, please contact us using the Contact Us form within 3 days of receiving the item.
Our specialists will check the order and arrange for the correct item(s) to be delivered as soon as possible.
If we are unable to replace the item due to sales conditions, we will issue a refund.
Can I exchange an item?
We are unable to exchange items for other sizes, colors, or products due to customer's convenience.
If you wish to exchange your order for a different size or color after it has been confirmed, you will need to cancel your order and purchase the desired item again.
In the event of a defective item, we will accept return or exchange of the defective item.
Please contact us using the Return Request Form within 3 days of receipt of your order.
Please attach a photo of the problematic part of the product. If we are unable to exchange the product due to sales conditions, we will issue a refund.
We will not be able to accept returns or exchanges for defective merchandise if we deem the merchandise to be frayed or damaged in any way that does not interfere with its wearability after we have confirmed photos of the problematic areas.
About our products
The color of the product I received is different from the one shown on the product page.
Although we have made our best effort to reproduce the colors of the actual products by color correction when creating the product pages, the colors may look different depending on the environment and settings of the customer's monitor.
Also, colors may differ depending on whether the product is viewed indoors under fluorescent light or outdoors under natural light, so we hope you will consider the shooting environment when viewing the product.
Can I check the size of the product?
Detailed sizes are available on each product page. If the size is not listed, please contact us.
Also, we accept size consultation before purchase, so please feel free to contact us through the inquiry form or chat, etc.
Can I check the materials and details of your products?
Materials are listed in the Material column of each product page.
If the material is not listed, or if you have any questions about the details of the product, please contact us in advance.
Product Sales Period and Inventory
Basically, most of the products we are handling run out of stock and are discontinued about a month after being listed on the website.
Since many items are discontinued after one season or one production run, we recommend that you purchase the items you are interested in as soon as possible.
In addition, the inventory numbers listed are synchronized with the latest inventory numbers on the brand side, but the older items are out of sync, so there is a high possibility that they are out of stock.
I don't know how to use a coupon.
Please enter the coupon code (discount code) you wish to use in the "Add Coupon Code or Gift Card" field on the payment page.
After entering the code, click "→" for smartphones or "Apply" for PCs to apply the coupon code.
Coupon cannot be used.
If the coupon cannot be applied, the cause may be one of the following
- Alphanumeric characters are not correct.
- Unnecessary characters or spaces are included.
- Coupon expiration date has passed.
- You are ordering a product that is not eligible for the coupon. If none of the above applies, please inform us of the [coupon code] and [name of product you wish to order] using the Inquiry Form.
Can the coupon be applied after the fact?
Coupons cannot be applied after an order has been confirmed.
Can I redeem a coupon?
If you cancel an order with a coupon, you cannot use the same coupon for another order. Please understand this beforehand.
Can coupons be used in conjunction with other coupons?
No. You cannot use multiple coupons for a single order.
Do you offer gift wrapping?
Unfortunately, ARCANA ARCHIVE is currently unable to accept gift wrapping.
We also do not provide message cards. It is possible to specify the recipient's address as the delivery address.
When are your customer support hours?
Our business hours are from 10:00 to 19:00 on weekdays. We cannot respond to inquiries outside of business hours, such as weekends and holidays.
Please understand this in advance. In order to keep a record of our interactions with customers, support is provided via e-mail or chat.
Please note that we cannot respond by phone.
Please check the top page of our website and SNS for information on holidays such as Obon, GW, and year-end and New Year holidays.
For inquiries, please contact
Please contact us using the inquiry form.