Frequently Asked Questions

About payment

I want to change my payment method

Unfortunately, It is not possible to change the payment method after the order has been completed.

I want to check the billing timing of my credit card

In both case of reserved or regular orders, if your card is authorised, payment will be taken immediately and you will receive an email confirming that your order has been complieted.

Please note that the closing date and payment date for credit cards vary depending on the card company.

About orders and delivery

I want to change the shipping address

Please contact us immediately with the correct address via the contact form. Please note that if the items have already been shipped or depending on the timing, we may not be able to change the delivery address.

Please make sure that the items you ordered do not include "reserved items". If you place an order for multiple items, including pre-order items, we will ship them after all the items are in stock.

If you do not receive your order even though you ordered only regular items that are not reserved items, please check if you have received a shipping completion e-mail to the e-mail address you registered, and then place the order described in the e-mail. Please contact us from the inquiry form together with the number.

I want to cancel my order

We do not accept cancellations due to customer preference after the order is completed.

I want to return an order

We do not accept returns due to customer preference.

My order have not arrived.

After confirming that the shipping completion email has not arrived at the email address you registered, please contact us using the inquiry form together with the order number described in the email.

I didn't receive an order confirmation email

Please make sure you've chacked your spam and junk folder.

We kindly ask you to add info@sanders.jp to your address list.

How long will it take for the product to arrive after I place an order?

We aim to despatch orders within 5 business days after confirming payment.

Please note our website operating from Monday to Friday, excluding the National Holiday and New Year holidays.

Please note that during peak seasons such as Christmas, New Year's, Mother's Day, Father's Day, Valentine's Day, and others, delivery may be delayed.

Do you charge for shipping?

【Japan Shipping】

Free Japan delivery over ¥15,000.

Delivery fee will be charged under ¥15,000.

Pleae note that we do not offer free delivery service for returns and exchanges for customer preference.

【International Shipping】

Actual charges for international packages will depend on weight and destination country and will be disclosed at the time of order.

Please contact us directly at info@sanders.jp for a personalised shipping quotation.

Can I exchange the size?

Subjective to availability, we will accept to exchange once time.

Plese note if there is not stock available, we are not able to exhanges items. Therefore, please check stock availablilty in advance.

Customers are responsible for the cost of return due to customer preference.

・Exchanges cannot be accepted in the following cases.

Products that have been used even once

Products that have been scratched, damaged or defaced by the customer

Products that have been processed or repaired by the customer

Items for which inquiries are made by persons other than the purchaser, such as gifts

Products purchased at shops other than this site

Accessories (box, shoelace, cloth etc.) are missing or damaged.

Products that have passed 8 days or more after the arrival of the product