- Please contact us by email only.
- Please note that it may take 2 to 3 business days for us to respond.
- Inquiries received on weekends and holidays will be answered on the next business day or later. Inquiries received just before a holiday may also be answered on the next business day or later.
- If you do not enter accurate contact information or inquiry content, our response may be delayed or we may not be able to respond.
SHIPPING & RETURNS
<Regarding delivery>
Domestic Shipping
- After payment is confirmed, your order will be shipped within 10 days. (Pre-order items are not included)
- Orders placed on weekends and holidays will be shipped on the next business day as our distribution center is closed on those days.
- Please note that delivery may be delayed due to unavoidable circumstances (bad weather or traffic conditions).
Shipping Fee
- Nationwide flat rate of ¥1,100 (tax included)
- Free shipping for purchases over ¥33,000 (tax included)
* Additional charges may apply for remote islands and some areas.
Notes when ordering
- If an ordered item is out of stock, we will handle it separately.
- Please note that we do not ship multiple items together, so please be careful when ordering.
- Please note that we do not issue receipts.
- We are unable to change the delivery address after an order has been placed, so please make a note of the 12-digit shipping slip number from the delivery completion email and contact the delivery department of the shipping company.
- We do not provide gift wrapping services.
- If you would like to have your parcel delivered to a delivery box when you are not at home, please contact the delivery company using the 12-digit delivery slip number included in the delivery completion email after the parcel has been shipped.
<Returns and exchanges>
- We cannot accept returns, exchanges, or cancellations due to customer preferences (color, size changes, etc.). Please make sure there are no mistakes when ordering before using.
- If you refuse to accept the item or it is returned due to an extended absence, we may charge you the shipping fee for both ways. Also, we may not be able to accept your order or redeliver it. Thank you for your understanding.
- After the product arrives, we cannot accept any exchanges, cancellations, or returns due to reasons such as the product not fitting as expected or not fitting properly after trying it on or looking at it visually . Please consider carefully before ordering.
- Depending on your PC environment, especially your monitor, there may be some differences in the colors and appearance. In that case, any differences in the color and texture of the images are attributable to the customer, so please understand this before using the site.
- Please note that we cannot accept returns, exchanges, or cancellations due to damage or breakage to the packaging or box.
- In the unlikely event that you receive a defective product or a product different from the one you ordered, we apologize for the inconvenience, but please contact us via the inquiry form within 7 days of the product arrival date. When doing so, please make sure that the product is in the same condition as when it was delivered (unused, product tag, accessories included).
Notes regarding refunds
- Refunds will be processed within 3 to 10 business days after we receive your payment account details.
-
If you paid by credit card, you will need to cancel the credit card payment.
Refunds for returns that cross the card company's closing date will vary depending on the card company and the customer's contract details.
There may be cases where the amount is carried over to the next month or later.
We are unable to investigate this matter, so for more information please contact your credit card company directly. - If you paid with AmazonPay, Amazon will process a refund to you of the amount deducted from the invoice amount.
Once the refund process is complete, the buyer will be notified via email.
*Refund processing may take up to 24 hours.
<Customer support business hours>
Weekdays 11:00-18:00 (excluding weekends and holidays)
Before contacting us, please be sure to check your settings to make sure you are able to receive emails from [ tsp.info@sugar-punch.net ].
If you do not receive a response within one week of your inquiry
- If you have a spam folder, please check there.
- It is possible that you are not receiving the email due to spam filter settings. Please contact the provider of your email address regarding the settings.
*If the problem persists even after checking the above, please contact us again using the inquiry form.