▼About orders and delivery
Q.I haven't received an order completion email. Have you placed your order?
A.When your order is successfully completed, we will send an "order completion email (automatically sent)" to the email address you used when ordering. If you do not receive the email, please check your spam box. In addition, we recommend that you set the reception permission for the following e-mail addresses in advance.
Automatic email address: email@example.com
*It may take some time to send the email.
Q.Can I change the size or color after completing the order?
A.Due to the specifications of the ordering system, it is not possible to change the details of an order once confirmed. Also, please note that we cannot accept cancellations of orders due to customer convenience.
Q.Can I cancel my order?
A.Please note that we cannot accept cancellations of orders for personal reasons.
Q.Is it possible to send separate orders together?
A. Due to the specifications of the ordering system, we ship products by order number. Items with different order numbers cannot be shipped together. Please note.
Q.Please tell me about shipping.
We will ship the product within 5 business days after confirming your order or confirming your payment.
■ Precautions regarding delivery
・Business days are weekdays, excluding Saturdays, Sundays, national holidays, and year-end and New Year holidays. We do not ship products outside business hours.
・It may take longer than usual during Obon, GW, year-end and New Year holidays, etc. We will inform you on SNS and site news each time.
・As soon as the delivery is completed, we will send you a shipping completion email.
・It may take some time depending on traffic conditions, weather, and area. Also, delivery to remote islands may take time.
*Regarding overseas shipping: If the purchase amount is 30,000 yen (including tax) or less per order, it may be shipped by surface mail.
Q.Please tell me about the shipping fee.
A. Shipping is free.
Q.Can I change the shipping address after confirming the order?
A.It is possible to change the shipping address before the product is shipped. Please contact us using the inquiry form after entering your shipping address information after the change as shown below.
Address after change:
*Changes cannot be accepted if the product has already been shipped.
*Please check the delivery company and the invoice number (tracking number) in the order completion email, and ask the delivery company's business contact to change the delivery address.
Q.Please tell me about the payment method.
A.You can pay by credit card. Please refer to the following for each payment method.
We accept VISA / Master card / AMEX.
Q. When will payment occur?
A. You will be billed after confirming your order.
Q.Is it possible to change the payment method after completing the order?
A.Due to the specifications of the ordering system, it is not possible to change the payment method once confirmed. Thank you for your understanding.
Q.An error occurred when I selected a credit card.
A.If the payment is not completed and an error occurs, the following causes can be considered.
・There is an error in the registration of card information (card number, security code, etc.)
・The card has expired
・Payment refusal by credit card company
*Since onegramchang cannot identify the cause, please ask your credit card company for details.
▼About returns and exchanges
Q.Can I return or exchange an item?
A. As a general rule, onegramchang does not accept returns or exchanges for customer convenience. Returns and exchanges due to initial defects are only accepted within 7 days after the product arrives. We will bear the shipping fee for exchanging defective products. When you receive the product, please be sure to check the condition of the product.
If you wish to return or exchange an item, please be sure to fill in the [order number] and [product name] on the "Inquiry Form" and send it back.
<If we cannot accept returns or exchanges>
・Items with initial defects that have passed 7 days after delivery
・ Reasons such as the appearance of the product, such as color and shape, differing from the image
・Reasons such as damage, scratches, or stains on the cosmetic box (excluding significant damage caused by trouble during delivery, etc.)
・In addition, when we judge that we can not respond
・Products purchased at stores other than onegramchang
Q.Can I cancel my order?
A. As a general rule, onegramchang does not accept cancellations of orders for personal reasons. In addition, we cannot accept order cancellations after shipment preparations have begun.